---
title: "Refund, Discount, and Cancel Orders through Shopify Actions"
slug: "refund-discount-and-cancel-orders-through-shopify-actions-1"
description: "Gladly can be configured to allow orders from Shopify to be refunded, canceled, and discounted without leaving Gladly."
updated: 2025-01-15T06:34:01Z
published: 2025-01-30T20:02:03Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Refund, Discount, and Cancel Orders through Shopify Actions

> [!WARNING]
> Shopify Actions must be active
> 
> Shopify Actions must be [active](https://help.gladly.com/docs/work-with-shopify-actions/#activate-shopify-actions) to use any Actions feature or see additional Shopify order data in the Customer Profile.

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](https://help.gladly.com/docs/set-up-shopify-integration/#edit-an-existing-shopify-connection) 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.

> [!NOTE]
> **View the original order in Shopify**
> 
> Clicking on the order number will take you to the order details in Shopify.

## 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.

> [!NOTE]
> **View the original order in Shopify**
> 
> Clicking on the order number will take you to the order details in Shopify

## **Create a discount code**

With the **Discount Code** Action inside ![](https://connect.gladly.com/wp-content/uploads/2023/03/gladly-plus-icon-green.svg), 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.

> [!WARNING]
> Multiple Shopify instances
> 
> Your company could have multiple Shopify instances. Make sure you select the correct instance when creating a discount code.

From the Customer Profile in question, click ![](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/gladly-plus-icon-green(1).svg).

![Create a discount code with a 35% value applicable to all collections for three months.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/shopify_discount.png)

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.