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
- How to open the original order to refund or cancel
- How to mark items as received
- How to complete a request
- How to reject a request
- Who can use this feature?
Process at a glance
Here's the whole merchant process, from a new request to a completed one:
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.
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.
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.
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.
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.
Who can use this feature?
Processing and completing withdrawal requests is part of the core request management and is available on all plans.
FAQs
- 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.
- 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.
- 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.
- 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.
Updated on: 03/07/2026
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