If a customer requests a cancellation before the order has been shipped, you should update the order status to “Cancelled” in your dashboard and initiate a refund. Be sure to communicate with the customer to confirm the cancellation and document the process for your records.
The full amount will be refunded to the customer. Please be aware that the payment processing fee applied at the time of purchase (typically 1.5% + £0.20) will still be charged by the payment provider, as this forms part of the original transaction cost. To avoid misunderstandings, it’s helpful to outline this clearly in your cancellation policy.
