How to Cancel and Refund Order


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.


  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.


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.

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