Open up the customer’s order info in the Orders tab. In the drop down box that says, Mark All Items as Incomplete, select Cancel Order from the drop-down menu, then click Change Order Status (blue button on the RH side). Your customer will no longer be able to access their item. You will automatically be refunded for an order whose status is marked Incomplete or Not Opened before canceling. If you need a refund for any other reason, please contact support.