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1

Open Recheck and click on Modules in the left menu.

2

Select Cancel order from the list of modules.

3

Turn on the "Enable order cancellation" toggle

This allows customers to cancel their order from the Thank you or Order status page.

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Customizing cancellation reasons and copy

When you click Edit in the Cancel order module, Recheck redirects you to the Order cancellation tab of the Translations panel. On this page, you can:
  • Change the title, labels, and warning messages shown in the cancel popup.
  • Edit the list of cancellation reasons that customers can choose from.
  • Reorder the list, rename options, or add new reasons.
This allows you to keep the language consistent with your brand voice and gives your team clarity when reviewing why cancellations occur.

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Suggest an edit before cancelling

Most customers who start a cancellation just need a small fix, not a full cancel. You can point each cancellation reason at an edit module. When a customer picks that reason, Recheck shows them a button to make that edit instead, so a “wrong size” cancel can become a variant swap and a “wrong address” cancel can become an address fix. Set this up in the Suggest an edit before cancelling section on the Cancel order module page:
  • For each reason, choose a module from the Suggested edit module dropdown. Your options are Shipping details, Shipping method, Change quantity, Add product, Replace product, Change variant, Delivery date, Order note, and Support ticket. Pick No suggestion to show no prompt for that reason.
  • Several reasons can point to the same module, so you don’t need a separate module for each one.
  • The mapping applies across every language, so you set it once. Use the Show reasons in dropdown to view your reasons in a specific language while you map them.
Recheck ships with a default mapping you can keep or change: The reasons themselves come from your cancellation reasons list. Add, rename, or reorder them under Change list of cancellation reasons above.

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What happens when a customer cancels

The customer picks a reason from the dropdown and can add a free-text note in the additional information field. That field is available for every reason, not toggled on per reason. When they confirm, the order is cancelled immediately in Shopify. If any payment was already collected, Recheck generates a refund based on your refund options (store credit or original payment method). Both the selected reason and the additional-information note are written to the Additional details section on the order’s Shopify admin page, so your team has full context when reviewing.
When a customer removes the last remaining item from their cart, Recheck uses this same cancellation flow, even if the Cancel order module is turned off.

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Need help?

Our guides contain information on everything from the basics of setting up Recheck to advanced customizations available with every feature. But we’re always here to offer help personally if you need it.

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