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# Syncing Etsy Order Cancellations & Refunds to Shopify

When a buyer cancels or refunds an order on Etsy, the app can automatically sync that change to the matching Shopify order — keeping your records accurate without manual intervention. This article explains how the cancellation and refund settings work, what happens in each scenario, and how to configure them.

||| Note: This feature syncs changes in one direction only from Etsy → Shopify. It does not push Shopify changes back to Etsy.

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## Before You Start

Two conditions must be met for cancellation or refund mirroring to work:
* **Order syncing is enabled:** The app must already be importing Etsy orders into Shopify.
* **The order was synced by the app:** If an Etsy order was never imported to Shopify, there is no Shopify order to cancel or refund.

||| If an Etsy order is canceled or refunded before it syncs to Shopify, the app will apply the cancellation or refund once the Shopify order is created.


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## Where to Find the Settings

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/a/a/f6aa55678ad1e800/image_199ma9r.png)

1. Open the **Etsy Integration – DPL** app in your Shopify admin.
2. Go to **Settings** in the sidebar.
3. Open the **Order** settings.
4. Scroll to the **Order Cancellation** and **Order Refund** sections.
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## Setting 1 — Order Cancellation

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/a/a/f6aa55678ad1e800/image_1ukh8ne.png)

* Enable the checkbox **"Cancel Shopify order when Etsy order is cancelled."** When active, any cancellation on Etsy is automatically mirrored to the linked Shopify order.

###### Tags for cancelled orders: 
* When the checkbox is on, a tag field appears. **Enter one or more tags separated by commas (e.g., Cancelled on Etsy, Etsy cancel).** 
* These tags are added to the Shopify order so your team can filter and identify Etsy-driven cancellations. 
* The default tag is **Cancelled on Etsy**. At least one tag is required while this setting is enabled.
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## Setting 2 — Order Refund

![](https://storage.crisp.chat/users/helpdesk/website/-/f/6/a/a/f6aa55678ad1e800/image_1r3qrbx.png)

* Enable the checkbox **"Refund Shopify order when Etsy order is refunded."** When active, full or partial refunds on Etsy are mirrored to the linked Shopify order.

###### Tags for refunded orders: 
* When the checkbox is on, a tag field appears. Enter one or more tags separated by commas (e.g., Refunded on Etsy, Etsy refund). 
* The default tag is **Refunded on Etsy**. At least one tag is required while this setting is enabled.
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## Sync Scenarios

### Scenario 1: Order Cancellation

When an Etsy order is cancelled and Order Cancellation is enabled:

* The matching Shopify order is **cancelled**.
* Your chosen cancellation tag(s) are added to the order.
* Cancellation does **not** trigger a refund — if the buyer was also refunded on Etsy, the Order Refund setting handles that separately.
* If the Shopify order is already cancelled, the app adds the tag(s) and leaves it as-is.

### Scenario 2: Full Refund

When the entire Etsy order is refunded and Order Refund is enabled:

* The matching Shopify order is **fully refunded**.
* Inventory is **restocked** where possible: shipped items return to the location they shipped from; unshipped items return to your default Shopify location. If a location cannot be determined, the refund still processes but the item is not restocked.
* Your chosen refund tag(s) are added.
* A full refund does **not** cancel the Shopify order — it only refunds it.

### Scenario 3: Partial Refund

When **part of an Etsy order is refunded** and Order Refund is enabled:

* The app refunds the **same partial amount** on the Shopify order.
* It tracks what has already been mirrored and only refunds the **newly added portion**. For example, if Etsy shows $10 total refunded and the app already mirrored $4, it refunds the remaining $6 — not the full $10 again.
* Your chosen refund tag(s) are added.
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## When the App Tags Instead of Auto-Refunding

The app always attempts to mirror refunds automatically. In the following edge cases, it adds the refund tag(s) for manual review instead of issuing money:

* The refund amount from Etsy could not be determined.
* The Shopify order has already been cancelled.
* Shopify reports the order is not refundable (e.g., it has already been fully refunded).

In these cases, use your refund tag to locate the order in Shopify and handle it manually if needed.
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## End-to-End Flow

1. A buyer cancels, or you issue a refund, on **Etsy**.
2. Etsy notifies the app of the change.
3. The app locates the matching **Shopify** order it previously synced.
4. Based on your settings, the app **cancels** or **refunds** the Shopify order to match.
5. The app adds your chosen **tags** to the Shopify order.
6. You can search or filter Shopify by those tags any time to review Etsy-driven cancellations and refunds.
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## Frequently Asked Questions

**Does cancelling an Etsy order also refund the customer?**
No. Cancellation and refund are separate. If both happened on Etsy, enable both settings — each handles its own part.

**Will the app refund the same amount twice?**
No. For partial refunds, the app tracks what it has already mirrored and only refunds the new portion.

**What if the order isn't in Shopify yet?**
The app applies the cancellation or refund once the Shopify order has been created and linked.

**Can I use more than one tag?**
Yes. Enter multiple tags separated by commas — all will be added to the order.

**Does this sync from Shopify to Etsy too?**
No. This feature mirrors changes that happen on Etsy onto Shopify only.
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