Refunds and order changes

This is part of Cliedesk Pro and needs WooCommerce. You need the Run order actions permission. Your role’s money limits apply: above a limit, Cliedesk asks a supervisor or admin to approve, and you see Waiting for approval.

Use an order action

1. In the conversation side panel, open Orders.
2. Under Order actions, choose the order.
3. Select an action. A button you cannot use now is greyed out. Screen readers read the reason.
4. Fill in the dialog, then select Preview. You see what changes, the money, the stock and the emails.
5. Select Confirm.

The order gets a private note. The conversation shows the action in its timeline. A retry never pays twice.

The actions

• Refund: some items (choose the quantity), everything left, the shipping only, or a custom amount. Items go back in stock by default while the order has not shipped. The money goes back through the payment gateway when it can; otherwise the refund is recorded and you send the money back in the payment provider. A refund is never more than what is left to refund.
• Cancel order: only orders that have not shipped, in the statuses your admin allows (pending, on hold and processing by default). A paid order is refunded and its items go back in stock. The customer gets one email. If a fulfilment plugin already sent the order to the warehouse, only people with Cancel orders sent to the warehouse can cancel it.
• Store credit and Gift card: need a supported plugin (for example WooCommerce Smart Coupons). Store credit can be refunded from the order. You can set an expiry date and a code.
• Change address: the shipping address, before the order ships. A wrong postcode shows a field error.
• Customer details: phone and email of the customer’s account. A new email changes only after both the old and the new address confirm.
• Add coupon: only on orders that are not paid yet. WooCommerce calculates the totals and taxes.
• Shipping method: another method of the order’s shipping zone. On a paid order, a cheaper method refunds the difference; a more expensive one sends the customer a payment link for the difference.
• Change items: remove an item, change a quantity, or swap a size or colour. On a paid order, removed items are refunded; extra cost is paid with a payment link.
• Reship: a free replacement order for lost or damaged items, linked to the original.
• New coupon: a coupon only this customer can use, once by default, with an expiry date.

Admins can create an order with a payment link for a customer through the REST API or the AI agent (pro.order.create). Mark phone orders paid lets a person create it as paid.

In macros and rules

Macros have the steps Refund the shipping of the linked order, Cancel the linked order and Reship the linked order. Rules can run refunds, cancellations, reships and coupons. A rule’s money action waits for approval.

Settings

Admins can change, per workspace: the statuses an order may be cancelled in, whether a shipped order’s address may change, and the prefix of generated codes (pro_commerce_woo settings).