Cancel Order cancels the whole order. If the customer paid through WithWine, WithWine refunds the full amount to their card automatically. You don't need to refund the card separately.
To refund only part of an order, don't cancel it. Revise the order instead. See "How to give a partial refund".
How to cancel an order
Go to Orders and click the order number to open the order panel.
Click Cancel Order.
The Confirm Order Cancelled pop-up opens. It says the customer will be refunded in full if the payment was processed by WithWine.
Check the tick boxes. All three are ticked to start with:
Return order stock: puts the bottles back into stock.
Send a cancellation email to the customer: emails the customer that the order is cancelled.
Cancel Gift Cards: cancels any gift cards bought in the order.
Type a reason in Please provide a reason for your customer. The reason goes in the cancellation email.
Click Cancel and refund order.
What happens next
The order shows Refunded and Cancelled, with a Cancelled Date.
A refund row appears in the order list, with R in front of the order number and a minus total, for example R#24458943 for -$189.20. The original order and the refund row add up to $0.
If Return order stock was ticked, the bottles go back into stock.
If Send a cancellation email to the customer was ticked, the customer gets an email saying their order has been cancelled, with your reason.
Payments that aren't refunded automatically
WithWine only refunds payments it processed: WithWine - Card Not Present and WithWine - Card Present. If the customer paid by cash or another method outside WithWine, refund them yourself.
Troubleshooting
You only need to refund some bottles or the shipping. Use Revise Order. See "How to give a partial refund".