Cancelling A Subscription (Shopify / Bold App) + Refund

Cancellations or Refund of Duplicate Subscription Order

Choose from one of the scenarios below:

Scenario 1. Cancellation due to change of mind purchase

Cancel the order, customer receives credit voucher towards a future purchase

If the subscription has been paid upfront you can cancel the order by going to the order and selecting Cancel at the top. By default customers who cancel for change of mind reasons are given online store credit (in the form of a voucher) for any remaining balance of a cancelled subscription. However, if a refund is required it will need to be done via Cashier, see steps below,"Refund / Partial Refund".

If the subscription is an ongoing subscription with future recurring months scheduled follow this next step:

If the subscription is a recurring monthly payment subscription the you can also cancel as per the above but you will then also need to cancel the recurring payment component in the Bold Subscription app. This can be done as follows:

- go to apps

- go to Bold Recurring Orders & Subscriptions

- select Customers

- search for the customer by name, email or order number

- select the customer and their order by clicking the "edit" pencil icon on the right.

- then select "Actions" > Cancel Subscription. You will be prompted to cancel the subscription. This will remove any future planned orders for that customer.

Scenario 2. Cancellation due to duplicate order

Cancel and refund the duplicate order

Refund/Partial Refund

To refund part of an ongoing order or refund a duplicate order that a customer has placed

In Shopify Find the order

1.Select More Actions, then Refund - Cashier.

2.Enter a Refund quantity

3. Enter a $ amount next to "Shipping refund" if you would like to refund a full or partial shipping charge

4. Enter a refund reason. (optional)

5. Select Send an email notification to the customer. (optional)

6. Select Refund $XX.XX

7. Once the Refund has been processed the screen will revert back to the order screen, now select "Cancel" from the drop down menu

8. Then select "Archive" from the drop down menu.

If the subscription is an ongoing subscription with future recurring months scheduled follow this next step:

If the subscription is a recurring monthly payment subscription the you can also cancel as per the above but you will then also need to cancel the recurring payment component in the Bold Subscription app. This can be done as follows:

- go to apps

- go to Bold Recurring Orders & Subscriptions

- select Customers

- search for the customer by name, email or order number

- select the customer and their order by clicking the "edit" pencil icon on the right.

- then select "Actions" > Cancel Subscription. You will be prompted to cancel the subscription. You can also refund the amount here if you have not already done as per the first part above.