You have 14 days from the day a customer withdraws to refund them, including standard delivery. Each request in Complimus shows that deadline and moves through a few statuses until it's closed:
The customer sends the form. The request arrives as New and they get a confirmation email.
You check the order and, if you need time, move it to In progress.
You refund in Shopify and mark it Completed, or close it as Rejected or Cancelled.
All requests are in Withdrawal, newest first. Each row shows the order, the customer, when they withdrew, the status and the refund deadline: today, in X days, or in red when it's overdue.
Search: type the customer's full email address, or the order number with its #, such as #1001.
Filter: pick a status, for example New to see what's still waiting.
At a glance: the status card at the top shows how many requests are still to handle and the next refund date. The app's Home page shows the same count, and lists overdue refunds under Issues to fix.
To get an email for every new request, tick Withdrawal requests in Account › Alerts.
Click a row to open the request. You'll find:
Withdrawal: the reference, when the customer withdrew, the order and delivery dates if they gave them, and their message.
Items: what they're returning, or the whole order if your form doesn't ask for items.
Refund deadline: the date, the days left, and a bar that fills over the 14 days.
Customer: their name, email and language.
Activity: every status change, note and email, newest first.
Each email in Activity has a delivery badge, and View email shows exactly what was sent.
Badge | Meaning |
|---|---|
Queued, Sending, Accepted | On its way. |
Delivered | Reached the customer's inbox provider. It doesn’t mean the customer read it, but that the email was delivered. |
Delayed | The provider is retrying; usually resolves itself. |
Bounced, Rejected, Failed | Not delivered: the customer wasn't told. Contact them another way. This would usually happen if the customer left a wrong email. |
Complained | The customer marked it as spam. |
Complimus doesn't check the order number against Shopify in order to keep your privacy. To be able to do this, we’d need to be able to read the history of all your orders. From the order number that the customer left, check that the order exists and belongs to that customer before you refund.
In the Status card on the right, pick the next status and click Update status.
Current status | You can move it to |
|---|---|
New | In progress, Completed, Rejected or Cancelled |
In progress | Completed, Rejected or Cancelled |
Completed, Rejected, Cancelled | Final, no further change |
In progress: you're working on it, for example waiting for the items to come back or reaching the customer for me details. The customer isn't emailed.
Completed: you've refunded the order. The reason is optional. We suggest adding the refund number if any.
Rejected: the withdrawal isn't valid, for example the deadline passed or the product is exempt. A reason is required.
Cancelled: the customer changed their mind or sent it twice. A reason is required.
Notify the customer by email appears for Completed, Rejected and Cancelled. It's off by default: tick it to send the matching email. Rejected and Cancelled emails include your reason, so the reason field is marked Shown to the customer. Click Preview email to receive that email at your Reply-To address first; it can take a few minutes to arrive.
After you update, a confirmation says whether the customer was notified, and Activity shows Customer notified or Customer not notified.
If someone on your team changed the same request at the same time, you'll see an error and the page reloads with the latest status. Check it, then try again.
Use Internal notes to keep your team in the loop, for example "Called the customer, but he hasn’t pick up. Try again on Monday". Type up to 2,000 characters and click Add note.
Notes appear in Activity with an Internal badge. They're only visible to your team and never sent to the customer. You can add a note at any time, even on a closed request, but notes can't be edited or deleted.
Complimus doesn't refund or restock for you. Open the order in Shopify (Orders, then search the order number), click Refund, and include standard delivery. You can wait until the items are back or the customer shows proof they sent them. Then mark the request Completed in Complimus.
