Quick Summary
Go to Orders > Live Orders
Interactive Guide (Click-to-View)
Step-by-Step Guide
Step 1: Log Into Your Storekit Dashboard
Go to the storekit dashboard and log in.
Navigate to “Live Orders” at the sidebar.
Step 2: Reject Order
If your store is not set to auto-accept orders, all orders that come in are in Pending status and you have the option to accept or reject the order at this stage.
Simply click on the order from the Live Orders list and click on “Reject Order”.
The customer will receive an email and their order status will be updated to let them know that their order cannot be fulfilled.
Step 3: Refund Rejected Order
Go to the “All Orders” tab and select the correct date and store.
Click on “Filters” at the top right part of the page and toggle on “Show rejected orders”.
Find the rejected order and click on it. Scroll down on the order details page and click on “Refund order” to process the refund.
You can either toggle 'Full refund' to refund the whole amount or refund only a specific amount (eg service charge/delivery fee) and select a reason for the refund.
Note: Each order can only be refunded once. Clicking the refund button twice will not initiate a second refund.
Troubleshooting: Common Issues & Fixes
I want to cancel an order that’s been auto-accepted but I don’t see the option to.
I want to cancel an order that’s been auto-accepted but I don’t see the option to.
At the moment, rejecting auto-accepted orders is not yet possible. For such cases, we recommend directly informing the customer that you are unable to make their order and process a refund instead. Customer contact information can be seen in the top right part of the order details page. Once the order has been refunded, you can archive the order so it doesn’t affect your reports.
Next Steps & Related Articles
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