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STEP 3

Operational test

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Once the setup is complete, create a test order and walk through the whole flow, from the cancellation request to the result being reflected in your connected system.

Test steps

  1. Create a test order in the system your orders are imported from

    ※Make sure the test order has a shipping address, a billing address, and an email address all filled in.

    ※The order import source is the system you selected at "Settings > External service integrations > Data integration settings > Order Importer".

  2. Open the shopper-facing cancellation request page in your browser

    ※You can find the URL at "Settings > Shopper portal > Domain > Return and cancellation request page URL".

  3. Enter the order number and look up the test order you created in step 1

    The order lookup screen of the cancellation form. Enter the order number and postal code to look up the order.

    Tip

    If the order is not found, see The request page says the order cannot be found in the FAQ.

  4. If you have set a cancellation deadline, check that requesting after the deadline shows the deadline-passed screen

    The screen shown when the cancellation deadline has passed: this order cannot be cancelled because the deadline has passed.

  5. Choose a cancellation reason and complete the request. The shopper then sees a completion screen.

    The cancellation complete screen, showing the request ID, the refund method, and the contents of the cancelled order.

    ※You can change the wording on these screens in the language editor (Settings > Shopper portal > Customize > Language editor). See 2-4. Cancellation request page settings for details.

    Tip

    If "Refund to a bank account" appears as the refund method along the way, see The payment method shows as unknown and the refund stays unpaid in the FAQ.

  6. In your connected system, check that the order's status has changed to cancelled

    Order details in the Shopify admin, showing the cancelled and refunded statuses.

  7. If your integration is Shopify or ecforce, check that the automatic refund has also completed in your connected system

    The payment section of a Shopify order, showing Refunded with the full paid amount refunded.

    The timeline of a Shopify order, with a record of Recustomer marking it as refunded.

    ※If "Refund to a bank account" was shown as the refund method in step 5, no automatic refund is made.

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