Cancellations start on the order itself. Open Orders, find the order, and select More.
Which options you see
The menu changes depending on how the order was paid.
Paid online. You get Cancel Order & Refund and Partial Refund. Plain Cancel Order is hidden, so you cannot accidentally cancel a prepaid order without dealing with the money.
Pay on collection, or a $0 order. You get Cancel Order. The refund options are hidden, because there is nothing to refund.
Cancel and refund
- More → Cancel Order & Refund.
- Confirm at "Cancel and refund order #NNNN?"
The order is cancelled and the full amount is refunded to the card.
Refund part of an order
- More → Partial Refund.
- The prompt Partial refund for order #NNNN opens with the order total pre-filled in the Amount: box.
- Change the amount to the part you are refunding and select Refund.
The order keeps its current status — a partial refund does not cancel it.
Cancel without a refund
- More → Cancel Order.
- Confirm at "Cancel order #NNNN?"
Customer No Show
More → Customer No Show cancels the order and records the reason. For a prepaid order the confirmation spells out the consequence: "Cancel order #NNNN and mark customer as a no-show? (NO REFUND will be processed)". For a pay-on-collection order that warning is left off, because there was no payment to keep.
Refunding an order that has already been completed
Once an order has left the Orders screen, refund it from Reports → Transactions:
- Open Reports, then Transactions in the left-hand list.
- Find the transaction — the table shows the date and time, transaction ID, order ID, customer, amount, source and status.
- Select Actions on its row.
- Choose Cancel Order & Refund, Full Refund or Partial Refund.
Transactions is an admin-only report.