Why a fully-refunded order can stay Pending
Luminous records the refunded quantity on each order line when Shopify sends a refund. Cancel-type refunds (items removed with an order edit) set the line to Cancelled right away. Other refund types (return, no-restock and legacy restock) record the quantity but, by default, leave the order and lines on Pending. A fully refunded order can therefore still look open in your order list.
What changed
Luminous can now move statuses forward automatically when refunds cover the full ordered amount:
- Line: a Pending line whose whole ordered quantity is refunded, with nothing shipped or fulfilled, moves to Cancelled.
- Order: when every line qualifies, the order moves to Cancelled.
Both the line status and its sales-item mirror are updated together, so all views of the order are consistent.
Scope and limits
| Scenario | Behaviour |
|---|---|
| Full refund, nothing shipped | Order and all lines → Cancelled ✅ |
| Partial refund, other lines still open | Fully refunded lines → Cancelled; other lines unchanged ✅ |
| Refund on a shipped or fulfilled line | Not changed |
| Line or order on hold (or backorder/error/planned) | Not changed; only Pending lines are updated |
How to enable it
This is off by default. Contact Luminous support or your account manager to turn it on for your account.
What to check in the meantime
If an order is stuck on Pending after a full refund:
- Go to Operations → Sales Orders (or Sales Order Grid) and open the order.
- Check the Refund/Return Orders tab for the linked refund.
- To set the status yourself, click Actions → Update Order Status. You can also ask support to recompute the status.
For more on how return and refund orders work in Luminous, see How do I process customer returns and refunds in Luminous?