If you cancel an order in Shopify, we cancel or flag its copy in your packing store too. If the cancellation happens anywhere else, we record it in QuickSync but don’t cancel the copy then. Cancel it in your packing store yourself, before anyone packs it.
Refunds stay in the store where you make them. Apart from QuickBooks refund receipts, we don’t copy them to your packing store, and stock only comes back if a store restocks the item.
This page covers your buyers’ orders. For a refund of your QuickSync plan, see Refund policy.
Cancelled in the selling store
What happens depends on where the cancellation starts.
- Shopify. We cancel the copy in your packing store as soon as Shopify tells us.
- Every other store. We don’t cancel the copy right away, so cancel it in your packing store yourself. For Etsy, eBay, Amazon, TikTok Shop, Squarespace, Wix, WooCommerce, Square and Lightspeed, we mark the order cancelled in QuickSync when we hear about it.
- Before the copy exists. We don’t create it at all.
When we cancel a copy, this is what happens in each packing store.
| Packing store | What we do to the copy |
|---|---|
| Shopify | Cancel it |
| Square | Refund the payment we recorded on it, then cancel it |
| Clover | Add “(Cancelled)” to its title and remove its items (Clover LA keeps a paid copy and flags it) |
| Lightspeed | Void the sale |
| WooCommerce | Leave it open and flag the order, because cancelling in WooCommerce can put stock back |
| QuickBooks | Keep the sales receipt or invoice and flag the order for review |
| Xero | Delete a draft invoice, or void an approved one |
Cancelled in the packing store
Nothing goes back to the selling store. For orders, the only thing we send from your packing store is the shipment. Cancelling or refunding the copy leaves the original order and the buyer’s payment as they are. Cancel and refund the order in the store where the buyer paid.
Refunds and stock
We sync the stock count each store reports. A refund or cancellation doesn’t change that count by itself. Your other stores only change when a store puts the item back in stock. Then we pass the new count on, like any other stock change.
That includes your packing store. If cancelling the copy there puts stock back, we pass that count on too.
Our QuickBooks refund receipts don’t list your products, so they don’t put stock back in QuickBooks either.
QuickBooks and Xero
If QuickBooks or Xero is your packing store, each order becomes an accounting record there.
- QuickBooks sales. A paid order becomes a sales receipt. An unpaid one becomes an invoice.
- QuickBooks refunds. For a refunded Shopify or Clover order, we add a refund receipt for the amount refunded so far, unless your QuickBooks company is in Canada. The receipt draws on a bank account in your QuickBooks, so you need an active one. A later refund on the same order updates that receipt to the new total. Clover refunds include manual credits.
- Refunds from other stores. We can’t record them. The order may show Refund accounting unavailable for this source, so enter the refund in QuickBooks yourself. If it was refunded before it reached QuickBooks, the sale may be missing too, so check for both.
- QuickBooks cancellations. We keep the receipt or invoice, and the order shows a review status, such as QuickBooks cancellation needs review. Contact support, and we’ll help you reconcile it.
- Xero. Orders arrive as draft invoices. A cancellation deletes a draft invoice or voids an approved one. We don’t send refunds to Xero.
We don’t create credit memos in QuickBooks, and we don’t send refunds to Xero.
Partial refunds and returns
A partial refund works like a full one. The copy in your packing store doesn’t change. Stock comes back only if a store restocks the item. In QuickBooks, the refund receipt for a Shopify or Clover order covers whatever you’ve refunded so far.
Returns follow the same rules. We don’t create return records in any store.
One WooCommerce quirk: when an order’s status changes to Refunded, QuickSync treats it as cancelled.
Common questions
Does cancelling an order in Shopify cancel it in Clover?
Yes, if Clover is your packing store and the copy exists. When you cancel the Shopify order, we add “(Cancelled)” to the Clover order’s title and remove its items. Clover keeps the order itself. A refund you make in Shopify doesn’t reach Clover. On Clover LA, we keep a paid copy as it is and flag the order for review.
Why is the copy still open after the buyer cancelled on Etsy?
Only Shopify cancellations reach the copy straight away. When a buyer or you cancel an order on Etsy, or on any store other than Shopify, we mark it cancelled in QuickSync, but we don’t cancel the copy at that point. Cancel the copy in your packing store yourself, before anyone packs it, and handle the refund on Etsy.
Can I refund a Shopify sale from Clover?
No. Refund it in Shopify, where the buyer paid. The Clover copy holds a payment record we added so the order reads as paid. It isn’t linked to the buyer’s card. We don’t pass refunds from one store to another either. If you cancel the Shopify order too, we mark the Clover copy cancelled for you.
Does a refund put the item back in stock?
Only if the store you refunded in restocks it. We sync the count each store reports, and a refund alone doesn’t change that count. When the refund puts the item back, that store’s count goes up, and we send the new count to your other stores. When it doesn’t, every count stays put, which is right if the item never came back.
Do refunds sync to QuickBooks?
For Shopify and Clover orders, yes, unless your QuickBooks company is in Canada. When QuickBooks is your packing store and you refund one of those orders, we add a refund receipt for the amount refunded so far, then update it if you refund more. You need an active bank account in QuickBooks. Refunds on orders from other stores stay out of QuickBooks, and Xero gets no refunds from us.
Next step
For how orders reach your packing store, read How order syncing works. For shipping updates going the other way, read Tracking and shipping status.