There could be any number of reasons why you would need to remove the shipping charge from an order. We see it happen often:
If the customer originally paid for shipping but now wants to pick up their order.
If a team member made a mistake and accidentally applied a shipping charge to a pickup order.
If you need to simply adjust the price that was charged.
The one we see most often is a change of mind from the customer, originally wishing to ship the order, but then decides to pick up, so let’s work from that scenario.
Step 1:
In the order, where the Delivery address is shown, you click the “Edit Delivery” button. That will make a window appear where you can change the shipping address—perhaps change it to the address where the client is picking up the order. You can also change the delivery method from Ground or 2Day Air or Overnight to Pick Up. Save those changes in the window and that should now appear in the order.
Step 2:
Scroll to the bottom of the order and click the “Define and Issue a Refund” button. A window will appear that will allow you to enter the shipping amount you wish to refund into a single cell and process a refund to the customer for just that amount.
If you would like to learn more about the two different options for applying refunds to orders check out the article titled, Partial order refunds or cancel an entire order.