📱 Order Manager App
Cancelling and Refunding
Cancelling stops an order the store has already accepted; refunding returns money on an order that was paid by card. They are separate actions with separate rules, and both are available from the order detail screen when they apply.
Cancelling an order#
- Open the accepted order.
- Tap Cancel.
- Enter the reason on the Reason for cancelling order? dialog.
- Confirm. The order is marked CANCELLED.
Cancel is not offered on an order that is already cancelled, still pending, or rejected, and it is not offered at all on stores whose orders and payments belong to a portal — those cancellations are made by the portal.
Refunding an order#
A refund is available on a card order that has been processed through a supported payment gateway. Cash orders are refunded at the counter, not in the app.
- Open the order and tap Refund.
- Enter the Refund amount — the full total or part of it.
- Give the reason on the Reason for refunding order? dialog.
- Tap Process refund.
Refunds already made are listed under Refund history on the order, so a partly refunded order shows what has gone back and when.
Troubleshooting#
Refund amount is invalid
The amount is empty, zero, or more than the order's remaining balance. Enter an amount within what is left to refund.
Refund failed. Please try again or contact support
The payment gateway rejected the refund. Retry once, then raise it with support rather than repeating it.
Cancel failed. Please try again or contact support
The cancellation did not reach the server. Check the connection, reopen the order and confirm its status before retrying.
There is no Refund button
The order was not paid by card, was not processed through a supported gateway, or the store's payments are handled by a portal.
There is no Cancel button
The order is pending, rejected or already cancelled, or cancellations for this store are made by the portal.