Cancel or refund an order

Every setting

Did the customer pay? Confirm the payment first, then cancel. After you cancel, the order has no button to confirm the payment or to mark it refunded. See Check a payment slip and confirm payment.

To cancel an order:

1. Tap Cancel in the Status part. A box opens under it: "This cancels the order for the customer. It can't be undone."
2. Tap Cancel order in red.

To keep the order, tap Keep order instead.

The order now says "Cancelled" and "This order was cancelled." It leaves Live and goes to Done on the order board. It is in the Cancelled group at the end. The amount is crossed out, and the card says "cancelled" in red.

Cancel

You can cancel an order at any step until it is delivered, collected or done. After that, Cancel is gone. Marked it delivered by mistake? Tap the link under the card that starts with Undo, back to. Then cancel. See Accept an order and move it along.

After you cancel, the Payment part tells you if money is owed:

• "This order was cancelled. No payment was taken." Nothing to give back.
• "This order was cancelled. Payment was received." Send the money back. Then tap Mark as refunded. See below.
• For a pre⁠-⁠order with a deposit (part of the price paid first): "This order was cancelled. A MVR 100 deposit was paid; refund it or keep it as your checkout policy says." Checkout is the last page, where customers place the order. See Add a delivery and refund policy.

If you keep a deposit, do not tap Mark as refunded. The deposit then counts in your sales.

If the order has a tax invoice, cancelling adds a credit note to the order. A credit note takes the money off the invoice. Tax invoices need the Bills and GST add⁠-⁠on. See Bills and GST: tax invoices.

Customers see

"Sorry, Aisha" at the top of their order page, and "Cancelled. The shop is not making this order." Their receipt says "Cancelled". Below the receipt is an Order again link.

They also see one line about the money:

• They paid: "The shop owes you MVR 150.00."
• They paid a deposit: "Cancelled. The shop owes you the deposit." and "The shop owes you MVR 100.00."
• They sent a slip you did not confirm: "Call the shop about your transfer."
• They did not pay: "Call the shop to ask why."

If your shop has no phone number but has WhatsApp or Viber, it says "Message the shop" instead. With none of them, this line does not show.

Mark as refunded

This button shows on a cancelled order that was paid, or where a deposit was paid.

1. Send the money back to the customer, by bank transfer or in cash.
2. Tap Orders in the bar at the bottom.
3. Tap Done at the top.
4. Tap the order in the Cancelled group.
5. In the Payment part, tap Mark as refunded. Under it, the app says "Tap once you've returned the money to the customer."

There is no question first. The Payment part now says "refunded" and "This order was cancelled and the payment was refunded."

Customers see

"Cancelled. Your money is on its way back." and "Paid back. Not in yet? Message the shop."

Add refund slip

After you mark the order refunded, you can add a photo of your transfer. This is optional.

1. Tap Add refund slip in the Payment part. Under it, the app says "Optional. Attach the slip showing the money went back."
2. Pick the photo of your transfer.

The photo now shows on the order, with "Refund slip". Tap it to see it full size. To use a different photo, tap Replace. Customers do not see the refund slip.

If it says "Couldn't upload slip", tap Add refund slip and try again.

Undo refund

Tapped Mark as refunded by mistake? Tap Undo refund in the Payment part. The Mark as refunded button shows again.