Canceling an order
A supplier cancels an order that will not be fulfilled. The order ends as Canceled, its goods go back to the shelf or are discarded, any store credit it used goes back to the customer, and money the customer paid can be refunded in the same step.
Who uses it
- Supplier staff with full access to order cancelation.
- Restaurants are told if the supplier chose to, and always told of a refund.
How it works
Choose Cancel entire order from an order's menu (Pending, Packing, Ready for Delivery or Delivered orders). A dialog walks through up to three steps; later steps appear only when needed.
- Reason for canceling the order. Tick one or more: This item is currently unavailable, Cannot meet the pickup/delivery time, Balance Outstanding, Other. Add a note of up to 250 characters; it is required with Other. Tick Notify customer about this update to email the customer; it is off by default.
- Inventory Action, for orders already Ready for Delivery or Delivered. Say how many units of each line go back on the shelf and how many are discarded. Together they must equal the quantity sold; catch-weight lines also take each box's weight.
- Issue a Refund, when the customer has paid money. A refund is required to complete the cancellation. The amount is the full refund, shown in the label. Choose the method (store credit first, then cash, check, other bank transfer, other card, other), the date, a reference and an optional account. See Refunds.
The last step's button reads Confirm Cancellation (or Confirm Cancellation & Issue Refund). A success view offers a way back to the list.
On a Pending order nothing was taken off the shelf, so there is no inventory step. A Packing order's goods go back on the shelf automatically.
When the order is canceled:
- Its stage and dates are kept as the record of how far it got, and the order can never be reopened or edited.
- Store credit applied to it returns to the customer.
- Pay links sent for it stop working.
- Its fees, discounts and promotions are removed, so a canceled order owes nothing.
- A refund is recorded. A cash-type refund is booked as Payment Reversal – Order Cancelled; a refund paid as store credit creates no bookkeeping row.
- Promotions the customer earned are re-checked, since the order no longer counts.
Calculations
Cash refunds are what the customer paid less what was already refunded, never below zero. Store credit the order used is not refunded as cash; it goes back as credit.
| Customer paid | Already refunded | Store credit used | Cash refund | Credit returned |
|---|---|---|---|---|
| $100 | $0 | $20 | $80 | $20 |
Where it shows up
The Orders list (Canceled tab), the order and invoice (a Canceled badge), the returns page (Cancelations tab), the customer's email and push, and the sales report. An invoice for a canceled order stays viewable.
| Who | What they are told |
|---|---|
| Customer | If Notify customer was ticked: email and push, with the reason |
| Customer and supplier | If a refund was issued: the amount and method, whether or not Notify customer was ticked |
Permissions
Order cancelation: full access, a separate permission from managing orders. See Orders.
Decisions
- A refund is required to complete a cancelation that has money on it. Otherwise a canceled order could keep a customer's payment.
- The refund is the full amount. A partial refund is made from the invoice instead. See Refunds.
Specs
None yet.
Known limitations
- Cancelation is final. There is no reopen.
- Only a full refund is offered here. A partial refund is made from the invoice's Issue Refund tab, which a canceled invoice no longer offers.
FAQ
The cancel dialog asks me for inventory quantities. Why? The goods had already left the shelf. Say how many came back and how many were discarded; together they must add up to what was sold.
I did not tick Notify customer. Will they find out? Not by cancelation message. If a refund was issued they are told of the refund.
Can I cancel a delivered, paid order? Yes. You will be asked for the inventory action and a refund.