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How to Cancel an Open Store Order

This guide shows you how to cancel an open store order from To-Dos or your Store, and what to do with completed or Gift Card orders that cannot be cancelled.

Written by Costa Bontioti

📝 Overview

If a store order should no longer go ahead, for example because it was placed by mistake or the customer has changed their mind, you can cancel it while it is still open.

This guide shows you where to find your open store orders, how to cancel one, and what to do with orders that cannot be cancelled.

🛍️ Cancelling an Open Store Order

Open store orders are those that have not yet been marked as paid and/or delivered. You can find them in two places on your Business Dashboard and cancel them from the order itself.

  1. Go to To-Dos ➜ Store, or Store ➜ Orders, to view your open orders.
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  2. Click the order number you would like to cancel.
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  3. Click Cancel Order.
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  4. Confirm that you would like to cancel the order.
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  5. If payment has been made by the customer, this must be handled separately, since cancelling a store order does not automatically trigger a refund.

    💡 See how to refund a customer payment here.

⚠️ Orders That Cannot Be Cancelled

Some orders cannot be cancelled using the steps above. In these cases, there are other ways to correct the order.

Click the arrow to learn more about orders that cannot be cancelled

Completed orders

Once an order has been completed, it cannot be edited directly. If a mistake was made, refund the order and create a new one with the correct details.

💡 See how to add an order on behalf of a customer here.

Gift Card orders

Gift Card orders cannot currently be cancelled, even if the Gift Card is still scheduled to be delivered. Refunding the purchase does not stop the Gift Card from being redeemed.

If you have refunded a Gift Card purchase, keep an eye on it in Reports ➜ Gift Cards. Once it has been redeemed, set the recipient's account credit back to zero.

💡 See how to manage a customer's account credit here, and the guide on Gift Cards here.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.

Click the arrow to view frequently asked questions

Can I change one item in an order instead of cancelling the whole thing?

Click the arrow to see the answer

Orders cannot be edited directly. To change an item, cancel the open order, or refund a completed one, then create a new order with the correct items.

Where can I see cancelled and completed orders?

Click the arrow to see the answer

Your full order history is available in the Store Orders report under Reports ➜ Store ➜ All Store Orders.

💡 Learn more about the Store Orders report here.

What else can I do with open orders?

Click the arrow to see the answer

From your open orders, you can also mark orders as paid or delivered. Orders paid through an online processor are confirmed automatically and only need to be marked as delivered.

💡 See the guide on managing store orders here, and the introduction to To-Dos here.

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