Refund, Discount, and Cancel Orders through Shopify Actions

Gladly can be configured to allow orders from Shopify to be refunded, canceled, and discounted without leaving Gladly. This is possible through Shopify Actions. There is less need to switch between Gladly and Shopify to accomplish repetitive activities constantly with Shopify Actions.

Before you can use Shopify Actions in Gladly, you must first activate Actions on the Shopify configuration page. Contact your Gladly Administrator if you have questions.

Shopify Actions functions #

You can do the following in Gladly, which will trigger the same actions in Shopify:

• Cancel & Refund Orders
• Refund Orders
• Create Discount Code

Cancel & Refund order #

With the Cancel & Refund Order button in Gladly’s order card, you can perform the equivalent of Shopify’s “cancel order” action. Canceling an order in Gladly instructs Shopify to cancel the order, refund the payment received from the Customer, and, optionally, notify the Customer.

You can only cancel or refund orders in an “unfulfilled” state.

1. Find the order in question in the Order section on the left side of the screen.
2. Click Cancel & Refund below the Actions header. 
3. From the Refund Order screen, enter the following information:
   • Reason – Select a reason why you are canceling the order.
   • Click the Send a notification to the customer box to notify them when the order has been canceled and refunded.
4. Click Refund Order to complete the request. The canceled and refunded order is added to the Conversation Timeline.

Refund an order #

With the Refund button in Gladly’s order card, you can perform the equivalent of Shopify’s “refund” action. Refunding an order in Gladly instructs Shopify to refund the payment received from the Customer and, optionally, send a notification to the Customer.

Order refunds can be processed from the Customer detail section. Just find the Order detail on the left side of the screen. Also, you can only refund orders in an “unfulfilled” state.

1. Find the order you need to refund in the Order section on the left side of the screen, then click Refund.
2. From the Refund Order screen, enter the following information:
   • Reason – Select a reason why you are canceling the order.
   • Click the Send a notification to the customer box to notify them once the order is refunded.
3. Click Refund Order to complete the request. The refunded order is added to the Conversation Timeline.

Create a discount code #

With the Discount Code Action inside , you can perform the equivalent of Shopify’s “create discount” action. Creating a discount in Gladly instructs Shopify to create a discount in your Shopify instance where the Customer has placed an order. You can select the discount type as fixed or as a percentage, limit it to one collection in your store, and define the discount’s expiration period.

A discount code is not tied to a specific Customer (i.e., they can technically share the code with others), but the code expires after being used once.

From the Customer Profile in question, click .

1. Click Discount Code next Shopify instance (if you have more than one) for the order.
2. Create the discount code for the selected Shopify instance:
   • Discount Code – Enter the name of the discount customers will use at checkout.
   • Type – Select if the discount is a Fixed or Percentage based discount.
   • Value – Based on the selected Type, enter the value of the discount.
   • Applies To – Select the collection where this discount applies. By default, the code will apply for all collections unless a specific collection is selected.
   • Expiration – Select how long the discount code is valid. Discount codes are immediately valid upon creation.
3. Click Create Code to activate the discount code.
4. The Conversation Timeline will update with the discount code information, which you can send to the Customer.