# Cancellations

> Let shoppers cancel orders in the chat as a request to your team or directly on the platform, with your rules for status, time and value.

Source: https://shopassist.coec.dk/docs/orders-and-identity/cancellations · Updated 2026-10-01

*(Starter and up)*

## Modes [#modes]

The available modes depend on your platform:

- **Shopify:** cancel directly, send a request — Direct cancellation needs the optional write_orders permission.
- **Magento 2 / Adobe Commerce:** cancel directly, platform self-service, send a request
- **WooCommerce:** send a request, cancel directly — Direct cancellation only for unpaid orders with an offline payment method.
- **PrestaShop:** cancel directly, send a request
- **Any store (Generic: script tag, Push API, feeds):** send a request, cancel directly — direct needs the Generic RPC ops orders.cancel.check and orders.cancel.execute

| Mode                                           | What happens                                                                                                           |
| ---------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------- |
| Send a request to your team (`request_only`)   | The shopper's request is sent to you; the order isn't changed                                                          |
| Cancel directly (`direct`)                     | ShopAssist cancels the order on your platform after the shopper confirms                                               |
| Magento self-service (`platform_self_service`) | Magento's own customer cancellation, which **refunds the payment automatically** (you confirm a checkbox to enable it) |

On Shopify, direct cancellation needs the `write_orders` permission (granted from the app).

## Your rules [#rules]

In **Orders & actions → Cancellations**:

* allowed order statuses;
* maximum hours since the order (0–720, default 2);
* maximum order value, or none;
* order tags that exclude an order;
* **Also allow for guests verified by email code**.

ShopAssist checks the rules and the order again with your platform right before executing. If the order has changed (for example shipped), the shopper is told and offered a request instead.

## The confirmation card [#card]

The shopper sees a card generated from the order data, never from AI text, for example: "Your order #1042 will be cancelled and 499,00 kr. refunded to your original payment method." After confirming, they get a confirmation email, and the platform sends its own notification where it has one. A private order note records "Confirmed by the shopper via ShopAssist (act\_…)".

## Withdrawal [#withdrawal]

A shopper who wants to withdraw from a distance purchase is never refused by the assistant. See [returns and withdrawal](/docs/orders-and-identity/returns-and-withdrawal).