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Shopify has added a way to waive an order's payable balance when you decide not to collect it. The option sits on the payment card of the order page. You can also remove a waived amount from the same place if you change your mind.
The waiver is recorded against the order, so the amount you do not collect is tracked rather than left as an unexplained gap. If you edit an order, process a refund or handle a return, Shopify adjusts existing waived amounts when needed. If the order total drops below the waived amount, only the excess is reversed, starting with the oldest waiver.
Buyers can see waived balances where they apply, including customer accounts, checkout and email notifications. That means a customer should not be left wondering why a balance is missing.
What to do this week
- Check which staff members handle payments. Waiving a balance needs the new Waive order balances permission. Roles such as Store admin already have it turned on by default.
- Decide who in your team is allowed to write off balances, and set permissions to match.
- Open the write-off report, which is available on all stores, to see how waived balances are tracked.
Reporting
New write-off metrics and dimensions let you measure waived balances. The new default report, Write-offs by order, shows them order by order, so you can review waivers alongside your normal sales and payment figures.
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