Once a commerce order has been paid and fulfilled, you can no longer cancel the order. Here are instructions on how to process a product return so you can issue a refund.
- Go to the view page for the commerce product order.
- Click the ‘Process a Return’ link in the upper right corner of the content area.
- Click the ‘remove’ link next to the product(s) that were returned.
- Click the ‘Complete Changes’ button.
- Now you can click the ‘return to the Purchase View form’ link.
You will now see that product has been removed from the order and the invoice will show money is due to be refunded. The ‘Issue a Refund’ link will now be visible below the ‘Apply a Payment’ link.