Cancelling and refunding are related but separate. Cancelling stops an order; refunding sends money back. Often you'll do both, but you can refund without cancelling (a partial refund for a missing item) or cancel an unpaid order with nothing to refund. This article covers both from the order detail page.
Cancel an order
- Open the order from Orders and find the Update Status panel.
- Press Mark as Cancelled. A short form appears.
- Pick a reason: Out of stock, Kitchen closed, Customer request, Payment failed or Other.
- Optionally add a Note, which is sent to the customer along with the cancellation.
- Press Confirm cancellation.
The customer is emailed to let them know, with your reason and note. The order's status changes to Cancelled.
Refunds on cancel
If your store has automatic refund-on-cancel switched on, cancelling a paid order also refunds it, so you don't have to do it in two steps. If it's off, cancelling leaves the payment in place and you refund separately when you're ready.
Issue a refund
For an order paid by card or another online method, the order detail shows an Issue Refund option. (Cash orders don't, since there's no online payment to send back.)
- Open the order and press Issue Refund.
- Enter the amount. You can refund the whole order or part of it, up to whatever is still refundable (the total minus anything already refunded).
- Add an optional reason.
- Confirm. The money goes back to the customer through the same provider they paid with (Stripe, Square or PayPal).
A partial refund returns some of the total and the order keeps running. A full refund returns everything and moves the order to Cancelled. Orders show a Partially Refunded or fully refunded marker so you can see at a glance what's already gone back.
If a refund fails
Refunds go through your payment provider, so now and then one fails (an expired card on the provider's side, a temporary outage). When that happens, the order shows a refund-failed banner with a Retry button. Press it once the underlying issue is sorted, rather than trying to refund a second time, which keeps you from sending the money twice.
Related articles
Need a hand?
Cancelled an order but the customer says they weren't refunded? Check whether automatic refund-on-cancel is on; if it's off, issue the refund manually from the order. If a refund shows as failed, use Retry and check your provider dashboard. Still stuck? Email support@menudock.co.uk with your store name and the order number.