# What is Cancellation?

> STEP 1

Recustomer Cancellation is a feature that accepts cancellation requests for pre-shipment orders through a dedicated request form.

It automatically checks whether the order is in a cancellable status (not yet shipped) and, when it is, cancels the order in your cart system (such as Shopify) or OMS automatically.

This page introduces the main capabilities of Recustomer Cancellation.

## 1. Automatic cancellation of orders in your cart system and OMS

When a cancellation request is submitted through the dedicated form, the order in your cart system (such as Shopify) or OMS is cancelled immediately and automatically. If you have Shopify and an OMS connected, both are cancelled at the same time.

Recustomer also checks the order status in Shopify and your OMS before processing, so orders that have already entered shipping preparation are not cancelled. In that case, the request form tells the shopper that the cancellation cannot be accepted.

## 2. Automatic refunds (Shopify, ecforce)

When a cancellation is accepted and the order is successfully cancelled in Shopify, Recustomer can also process the refund through Shopify at the same time.

※Automatic refunds are not available for some payment methods (cash on delivery, deferred payment, and so on).

※Automatic refunds are currently supported only for Shopify and ecforce.

## 3. Cancellation policy settings

You can define policies that reject cancellation requests in specific cases.

For example:

- Do not allow cancellation more than 30 minutes after the order was placed

- Do not allow cancellation for sale or outlet items (specific product tags or collections)

- Do not allow cancellation for orders already sent to your WMS (specific order tags)

- Reject cancellation for orders with a discount applied

Policies like these can be configured flexibly.