How to cancel or hold a Magento order from a Zendesk ticket

To cancel a Magento order from Zendesk, install Satchelwell, open the customer's ticket, click the order in the sidebar and choose Cancel order. Read what the panel says will happen, add an optional note, and click Cancel order to confirm. Magento cancels everything not yet invoiced and returns the stock. To pause an order instead, click Hold and confirm with Put on hold, and later Release hold.

Before you start

• The Magento integration needs Sales > Operations > Orders > Actions > Cancel for cancel, and Hold and Unhold for holds.
• In Satchelwell's settings, Allow cancel and hold must be on, and the agent must be in Who may take actions, which is admin by default. Add custom role ids or group:<id> for the team that handles order changes.
• Actions are offered only when Magento allows them for the order's state.

Cancel an order

1. Open the ticket and click the order the customer wants canceled.
2. Choose Cancel order. The panel states exactly what will happen.
3. Read the cautions. For example: "Part of this order is invoiced: only the rest is canceled", or that canceling doesn't refund what is already invoiced.
4. Add a Note for the ticket (optional).
5. Click Cancel order. The ticket gets an internal note and the satchelwell_cancel tag.

Magento may email the customer about the cancellation, depending on your store settings.

Hold and release

1. Click Hold on an order that shouldn't move yet: a suspected fraud check, an address the customer is about to correct, a question about the items.
2. Click Put on hold to confirm. While on hold, the order can't be invoiced, shipped, refunded or canceled. The ticket is tagged satchelwell_hold.
3. When it's resolved, choose Release hold. The order goes back to its previous status, and the ticket is tagged satchelwell_unhold.

Which action fits

Tell the customer

After a cancel or hold, you can add an order comment from the same sidebar with Add comment. Choose Team only (shown in the Magento admin), Visible to the customer (also shown in their account on your store, not emailed) or Email to the customer (Magento emails it and shows it in their account). Insert status in reply adds the order number and status to the Zendesk reply you are writing; you still review and send it yourself.

If the store doesn't answer

If Magento's answer gets lost, Satchelwell never sends the cancel or hold again on its own. It reads the order again: if the change is there, it reports success and logs it; if not, it says nothing changed and the agent can try again. If Magento says "Magento declined to ...", the order changed in the admin meanwhile; click Refresh.

What it costs

Satchelwell is $5 per agent per month on the Standard plan, with every feature: orders on tickets and user profiles, credit memos, cancel, hold and release, comments, email resends, role and amount limits, store views per brand and up to three Magento installations. It has a 14-day free trial; Zendesk asks for a card at install and bills monthly. The full reference is in the Satchelwell documentation.