Review and resolve cancellation requests

Requests that need review appear under Orders → Cancellations. Work from this queue so the decision, operator, reason, refund, stock, and customer message remain connected to the order.

Review the request

1. Open the request and confirm the order, customer, products, payment state, fulfilment progress, and request time.
2. Check whether stock is still reserved, already packed, handed to a carrier, collected, or delivered.
3. Read earlier refunds and store-credit use before choosing a destination.

Approve and cancel

1. Select Approve & cancel.
2. Choose whether eligible stock should be released or restocked.
3. Choose an available refund destination: original payment, store credit, or handle later.
4. Choose whether to notify the customer.
5. Confirm once and wait for the result.

Handle later records an outstanding responsibility; it does not move money. An original online-payment refund goes through Razorpay, never the cash drawer. Store credit is available only for an identified eligible customer.

Decline

Enter a clear reason and decline the request. The order remains active. Do not promise a refund in the decline reason unless the business will complete it through a separate supported refund workflow.

When a refund is pending or unknown

StoreMink writes a pending refund before calling the provider. A timeout remains pending and counts against the refundable balance until reconciliation decides the outcome. Do not click again or refund separately in Razorpay while the first result is unknown.

After the decision

• Confirm the order status and stock result.
• Confirm any reinstatement of credit originally spent on this order, or the separately chosen final refund state.
• Review the customer notification when it was requested.
• Keep any manual refund reference with the order.