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# Process & Complete a Withdrawal Request

## Overview
Once a customer submits a withdrawal, you handle it from the request detail page: open the original order in Shopify to refund or cancel it, mark items as received, or reject the request. This guide covers the full workflow from **Received** to **Completed**.

## What you'll learn
* [Process at a glance](#2-process-at-a-glance)
* [How to open the original order to refund or cancel](#2-how-to-open-the-original-order-to-refund-or-cancel)
* [How to mark items as received](#2-how-to-mark-items-as-received)
* [How to complete a request](#2-how-to-complete-a-request)
* [How to reject a request](#2-how-to-reject-a-request)
* [Who can use this feature?](#2-who-can-use-this-feature)

## Process at a glance
Here's the whole merchant process, from a new request to a completed one:

![Merchant process for handling a withdrawal request: Received, then either Reject to Rejected, or Open request to Opened; refund a fulfilled order or cancel an unfulfilled order to reach Refunded or Cancelled, then Mark as completed to reach Completed.](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/merchant-flow_1s1ohfl.png)

## How to open the original order to refund or cancel
Blockify never refunds or cancels orders itself — you do that in Shopify with its native tools, and the app syncs the result back.

Step 1: Open a request from the **Withdrawal request** list.
Step 2: Click **Open request**. The status changes to **Opened** and Blockify deep-links you to the original order in Shopify Admin.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imgv302138021eb502-deec-43dc-a_rfithn.jpg)

Step 3: In Shopify, **refund** the order if it's already fulfilled or delivered, or **cancel** it if it hasn't been fulfilled yet. When you finish in Shopify, the request updates automatically: **Refunded** after a refund, or **Cancelled** after a cancellation.

![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imgv302138e9eb5ca3-5e58-49d7-9_174enaq.jpg)

| Important: Cancelling an unfulfilled order is a manual step in Shopify — there is no auto-cancel. Blockify only listens for the result and updates the request.

## How to mark items as received
If you want to confirm returned goods before completing the request:

Step 1: On the request detail page, click **Mark item as received**.
Step 2: Select the products you've received back and confirm the quantity for each.
Step 3: Click **Mark as received**.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imgv30213827604acd-fa5a-452a-b_899yxa.jpg)

## How to complete a request
Step 1: Once a request is **Refunded** or **Cancelled**, click **Mark request as completed**.
Step 2: The status changes to **Completed**, and (if enabled) the customer receives the **Withdrawal completed** email.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imgv302138842220c4-217c-4652-a_1yyyhud.jpg)

## How to reject a request
If a request isn't valid:

Step 1: On the request detail page, click **Reject request**.
Step 2: Enter a reason for the rejection (required).
Step 3: Click **Confirm rejection**. The status changes to **Rejected**, and the reason is included in the rejection email and the timeline.


![](https://storage.crisp.chat/users/helpdesk/website/-/8/3/8/3/8383e5404a31c000/imgv302138a70ede2c-15a6-49ef-a_1rc3v9z.jpg)

## Who can use this feature?
Processing and completing withdrawal requests is part of the core request management and is available on all plans.

## FAQs
1. **Does the app refund the customer for me?**
No. You refund or cancel in Shopify using its native tools; the request then syncs to **Refunded** or **Cancelled** automatically.

2. **When can I mark a request as completed?**
After it's **Refunded** or **Cancelled**. Completing it sends the customer the completion email if that email is enabled.

3. **Is a rejection reason required?**
Yes. You must enter a reason before you can confirm the rejection; it's included in the rejection email and the timeline.

4. **What's the difference between refund and cancel?**
Refund a fulfilled or delivered order; cancel an order that hasn't been fulfilled yet. The request status reflects which one you did.