If an order is fraudulent, a customer requests a cancellation, you can only cancel orders in the following situations:

• You haven't collected payment for the order.
• You've collected payment for the order, but no items have been fulfilled.

If you cancel an order that's fulfilled, then you need to cancel any fulfillments manually.

NOTE: Cancelling a fulfillment in Shopify doesn't stop a fulfillment that's in progress. You have to advise the shipper to cancel it if it hasn't been shipped yet.

If you've collected payment for the order, then a full refund is issued when the order is cancelled. You can't issue a partial refund with order cancellation.

When you cancel an order, the payment status changes to either Refunded or Voided. If a payment hasn't been captured, then the payment status is Voided. If the payment has been captured, then the payment status is Refunded. If you partially refund an order with a captured payment, then the status is Partially refunded.

1. From your Shopify admin, go to Orders.

2. Click the order that you want to cancel.

3. Click More actions > Cancel order.

4. If payment was captured, then details about the refund are displayed.

5. If you don't want the refunded items to be restocked in your inventory, then uncheck Restock items.

6. Select the reason for cancellation from the drop-down menu.

7. If you don't want to notify your customer of the cancellation, then uncheck Send a notification to the customer.

8. Click Cancel order. (IMPORTANT: Make sure you archive the order!)