How to Cancel and Refund Order

Overview

You may need to cancel an order and issue a refund for the customer.

When an order is cancelled, the Symphony platform automatically:

• Refunds the appropriate amount to the user via the original payment method.
• If the item has not been shipped, it is automatically placed back in inventory.
• If the item has shipped, the system will not put this item back into inventory automatically.
• An email summary of the cancellation is sent to the customer.

Solution

1. From Symphony Manage, navigate to Customer Service > Orders.
   
   
2. Search for the required order using its ID and open it.
   
   
3. Enter the reason for the order cancellation along with any relevant details in the text-box under the Order Timeline section.
   
   
4. Click on the Cancel Order (Ops) button.
   
   
   
   
5. Confirm the operation; a banner with a Success message will appear at the top of the page.

Testing

The order should be displayed as cancelled:

From the Payment and Invoice tab, locate the Transaction History section at the bottom of the page - it should indicate that the customer received a Refund for their payment.
Note: Refunds may require additional time to be processed after the order was cancelled and may not appear immediately.

Related Articles

• Cannot Refund Order Through Manage 
• How to Refund an Order