Cancelling and refunding
Cancelling and refunding are separate actions: cancellation closes the order, while refunding returns payment. You can perform either one or both together.
Warning
Fulfilled orders cannot be cancelled. Use Returned plus refund for post-shipment
scenarios.
Cancelling an order
Open the order, choose Options, then select Cancel Order.
The Cancel Order modal
Choose a cancellation reason and optionally set a refund amount.
| Field | Description |
|---|---|
| Reason | Records why the order was cancelled for internal tracking. |
| Refund amount | Defaults to full payment. Set partial amount or 0 to cancel without refund. |
Info
Refund settlement timings are handled by the payment provider and customer bank.
Refunding without cancelling
Use the Refund action to issue partial or full refunds while keeping the order active.
The Refund modal
Payment sessions and prior refunds are shown before you issue a new refund.
| Field | Description |
|---|---|
| Payment sessions | Each row is a captured payment with current refunded amount. |
| Manage refunds | Expand a session to issue one or more refunds up to the remaining balance. |
| Reason | Internal note describing why the refund is being issued. |
| Amount to refund | Any amount up to the available refundable value on that session. |
Tip
Multiple partial refunds can be issued over time from the same payment session.
Cancellation vs refund
| Cancel Order | Refund | |
|---|---|---|
| Order status changes | Yes, moves to Cancelled | No status change |
| Payment returned | Optional in modal | Yes, amount specified |
| Works on fulfilled orders | No | Yes |
| When to use | Order should be closed out | Adjustments on active/completed orders |
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