Order Downgrade
What is Order Downgrade?
Order Downgrade allows customers to reduce the value of their order after purchase by removing items, decreasing quantities or applying discount codes. This gives customers the flexibility to fix mistakes without cancelling their entire order.
Why Enable Order Downgrade?
Reduces customer support tickets: Instead of contacting support to remove an item, customers can fix their own mistakes instantly if instant refund it is enabled.
Improves customer satisfaction: Customers appreciate being able to correct errors (like ordering 5 shirts instead of 4) without the hassle of cancelling and reordering.
You will need Order Downgrade turned on to offer the below capabilities:
Post-purchase discount codes
Cancel orders
Quantity downgrades
Replacing product (with lower value items)
Removing products
How Refunds Work
When a customer downgrades their order, you have two options for issuing refunds:
Option 1: Original Payment Method
The refund is automatically processed back to the customer's original payment method (credit card, PayPal, etc.).
Option 2: Store Credit
The refund is issued as store credit, encouraging customers to shop with you again.
Don't have a store credit app? No problem. If you select store credit but don't have a store credit app installed, we'll automatically issue the refund as a Shopify gift card code equal to the refund amount valid for your store only.
Important: Order Cancellations
If you want to allow customers to cancel their entire order post-purchase, you must enable Order Downgrade. Order cancellation is technically a full order downgrade (reducing the order value to zero).
How to Enable Order Downgrade
Navigate to Settings in your Order Editing dashboard
Scroll to the Order Downgrade section
Toggle "Enable Order Downgrade" to ON
Select your refund method:
Choose Original Payment Method for direct refunds
Choose Store Credit to encourage repeat purchases
Click Save
Best Practice Recommendation
We recommend enabling Order Downgrade for most merchants. The benefits of reduced support tickets and improved customer experience typically outweigh any concerns about revenue loss. In practice, most customers use this feature to fix genuine mistakes, not to abuse the system. You will also be able to track downgrades via the downgrade tag < orderediting:downsized >
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