# Manage order cancellations, refunds and returns in WMS
URL: https://support.starshipit.com/articles/14700000000060-manage-order-cancellations-refunds-and-returns-in-wms
Canonical: https://support.starshipit.com/articles/14700000000060-manage-order-cancellations-refunds-and-returns-in-wms
Markdown: https://support.starshipit.com/articles/14700000000060-manage-order-cancellations-refunds-and-returns-in-wms.md
Updated: 2026-09-01

> For the complete documentation index, see [llms.txt](https://support.starshipit.com/llms.txt).

> Keep orders and stock aligned when you cancel, edit, refund, or return an order that has reached Starshipit WMS.

Manage order changes in the system where the change starts, then check the resulting work in Starshipit WMS. The correct flow depends on whether warehouse processing has started and whether the order has shipped.

## Before you begin

Make sure:

* The sales channel or order management system is connected to Starshipit and the order has imported into WMS.
* The integration is configured to import the order statuses produced by edits or refunds.
* Your team has agreed on a cut-off for customer-service changes. The safest cut-off is before an order is released in WMS.
* Your role allows you to manage fulfilment and returns in WMS.
* If returned stock needs inspection and automatic inventory writeback is enabled, the return or quarantine location must map to non-sellable platform inventory. If your integration cannot exclude quarantined stock, inspect the item before processing its WMS return so you can use its final sellable or write-off path.

:::important
When cancelling or refunding an unshipped item, restore platform stock when the item remains sellable. For a return against a fully shipped order, wait until the item has arrived and passed inspection before restoring sellable platform stock.
:::

## Choose the correct workflow

| Situation | Start in | What happens in WMS |
|---|---|---|
| Cancel an unfulfilled order | The source platform | The order is removed. Any reserved stock and active work are released. |
| Add an item to an unfulfilled order | The source platform | The updated order returns to **Pending** when it still matches the Starshipit import settings. |
| Remove or refund an item before shipping | The source platform | The updated order returns to **Pending** when it still matches the Starshipit import settings. |
| Return an item from a fully shipped order | The source platform, then WMS | The source platform records the customer refund or return. WMS receives the physical stock against the shipped order. |

## Cancel an unfulfilled order

1. Check the order in WMS to see whether warehouse work has started or stock has moved.
2. Open the order in the source platform.
3. Cancel and refund the order as required. If stock has moved, do not restore platform stock yet.
4. Confirm the order is removed from Starshipit and WMS.
5. If stock has moved, open **Jobs > Putaway** and complete the putaway job created for the order.
6. Restore platform stock when the items remain sellable and are available in WMS storage again.

For a **Pending** order, WMS removes the order without creating warehouse work. For a released order, WMS releases its reservations and removes the related pick or pack jobs.

If stock has already moved to a cart, tote, or packing bench, WMS creates putaway work from that location. Complete the putaway before treating the units as available in their pick face again. Stock that has not left its storage location does not need putaway.

## Add an item before shipping

1. Add the item to the unfulfilled order in the source platform.
2. Complete any payment or approval required by the platform.
3. Wait for the updated order to return to Starshipit and WMS.
4. Confirm the added item and quantity in the **Pending** WMS order.
5. Complete any putaway work created for stock that was already picked or moved to a packing bench.
6. Release the updated order when the warehouse is ready to process it again.

An edited order may temporarily disappear if its new status does not match the integration's import settings. Do not release it until the change is complete and the correct order has returned to **Pending** in WMS.

## Remove or refund an item before shipping

1. Check the order in WMS to see whether the item has moved from storage.
2. Remove or refund the item in the source platform. If it has moved, do not restore platform stock yet.
3. Wait for the updated order to return to **Pending** in WMS.
4. Confirm the refunded item is no longer on the WMS order.
5. Complete any putaway work created for stock already on a cart, tote, or packing bench.
6. Restore platform stock when the item remains sellable and is available in WMS storage again.
7. Release the updated order when it is ready for fulfilment.

If the order's new status is excluded by the integration's import settings, the order may be removed from Starshipit and WMS instead of returning with the updated items.

## Return a fully shipped order

Use this workflow only when the WMS order has a **Shipped** status. Orders with a **Partially Shipped** status do not appear in **Returns**. Complete the outstanding fulfilment first. If it cannot be completed, contact Starshipit Support for next steps instead of making a manual inventory adjustment.

Record the customer-facing return in the source platform, then receive the physical stock in WMS.

1. Process the return or refund in the source platform. If the item has not arrived and passed inspection, do not restore its sellable stock yet.
2. Go to **Returns** in WMS.
3. Select the shipped order.
4. Enter the returned quantities and destination locations.
5. For an uninspected item, choose a returns or quarantine location only when it is excluded from sellable platform stock. Otherwise, inspect the item before continuing and choose its final sellable destination or **Returns/Damaged** for write-off.
6. If an unsellable item will temporarily count towards sellable platform stock, stop other inventory work and turn off automatic inventory writeback.
7. Process the return in WMS. Immediately complete the negative stock adjustment when the item must be written off and cannot remain in an excluded location.
8. If you paused automatic writeback, turn it on again after the final WMS quantity is correct. Reconcile the returned product with a manual inventory sync, then verify the platform quantity.
9. Confirm that only items accepted as sellable are included in the platform's sellable stock.

Follow [Process returns in WMS](/articles/14700000000019-processing-returns) for batch, serial, bundle, partial-return, and destination-location instructions.

## Shopify example

For Shopify orders:

* For an unfulfilled cancellation or refund, leave **Restock** selected when the item remains sellable and has not moved from WMS storage. If it has moved, clear **Restock** and restore Shopify inventory after putaway.
* For a return from a fully shipped order, select **Restock** only if the item has already arrived and passed inspection. Otherwise, restore Shopify inventory after the item is accepted as sellable in WMS.
* Configure the Starshipit Shopify import settings to include **Paid** and **Partially Refunded**. Open the Shopify settings in the Starshipit Classic web interface when you need to select both statuses. This refers to the Starshipit interface, not the Shopify integration version.
* If **Auto Writeback** remains on during inspection, enable **Location buckets** so quarantine, quality control, and damaged-return stock does not write back as sellable Shopify inventory.
* Adding an item usually changes the order to **Partially Paid** until the customer pays the balance. Wait for the order to return as **Paid** instead of importing an incomplete order.
* A refunded item can return on the updated order only when **Partially Refunded** is included in the import settings.

Go to **Settings > Integrations > Shopify Settings** to review the status filter. See [Configure Shopify order import](/articles/90200000000204-configure-shopify-order-import) for the available options, and [Set up Shopify with Starshipit WMS](/articles/14700000000018-set-up-shopify-with-starshipit-wms) for inventory writeback and location buckets.

## Verify the result

After a cancellation, edit, refund, or return:

1. Check the order status and items in the source platform.
2. Check whether the order is absent, **Pending**, **Shipped**, or **Returned** as expected in WMS.
3. Open **Jobs > Putaway** and complete any work created for stock already moved from storage.
4. Check the product and location quantities on the **Inventory** dashboard.
5. Review **System > Process Logs** if the order does not update or commerce inventory writeback does not complete.

## Troubleshooting

| Problem | What to check |
|---|---|
| An edited or refunded order does not return | Confirm its new status is included in the integration's import settings. |
| An edited order is missing while payment or approval is outstanding | Complete the required action in the source platform, then wait for the eligible order to import again. |
| Picked stock is not back in its pick face | Complete the putaway job created from the cart, tote, or packing bench. |
| Platform and WMS stock do not match | Check whether platform stock was restored before or after the item passed inspection. Compare the WMS inventory and process logs before making a stock adjustment. |
| A fully shipped order does not accept an item update | Use the WMS **Returns** workflow. Orders must have a **Shipped** status to appear there. |

## Related articles

* [Process returns in WMS](/articles/14700000000019-processing-returns)
* [Set up WMS returns and quarantine locations](/articles/14700000000045-set-up-wms-returns-and-quarantine-locations)
* [Manage orders and allocation in WMS](/articles/14700000000010-starshipit-wms-orders-and-allocation)
* [Understand WMS integrations](/articles/14700000000044-understand-wms-integrations)