How to Cancel an Entire Order
To cancel an order, first you must go to the order details by clicking on the name from the manifest or matrix view or click view from the Orders screen.
Once in order details, first click on the status in the top left hand corner:
A box will pop up to change the status. Change the status to cancelled:
Next this box will refresh to the cancellation box:
Fill out the reason box. This is for your records. This box will show the total amount paid on the order and at the bottom in the red box, it will show the refund amount due. If there is a cancellation fee, change the cancellation box to yes. This will add boxes to input fees for each trip:
If you have a fee for each trip (piece of equipment in this example), then you can put fees in each box. If you only have one fee for the cancellation you can use any box to type the fee amount. As you type the fee amount, the refund due at the bottom will update to reflect the amount to be refunded after the cancellation is processed.
We always recommend processing the cancellation BEFORE processing the refund. This way you can be sure to refund the correct amount after the cancellation is processed, to include any applicable fees.
Next you would process the refund. To do this, visit the payments tab inside of the order. Click on the circle arrow icon below the payment method to refund:
Once you click the refund button, a box will pop up to type in the refund amount. Type in the amount due back to the customer minus any cancellation fees. You can see the amount due back in the top right hand corner of the order under "Paid Amount."
Once in order details, first click on the status in the top left hand corner:
A box will pop up to change the status. Change the status to cancelled:
Next this box will refresh to the cancellation box:
Fill out the reason box. This is for your records. This box will show the total amount paid on the order and at the bottom in the red box, it will show the refund amount due. If there is a cancellation fee, change the cancellation box to yes. This will add boxes to input fees for each trip:
If you have a fee for each trip (piece of equipment in this example), then you can put fees in each box. If you only have one fee for the cancellation you can use any box to type the fee amount. As you type the fee amount, the refund due at the bottom will update to reflect the amount to be refunded after the cancellation is processed.
We always recommend processing the cancellation BEFORE processing the refund. This way you can be sure to refund the correct amount after the cancellation is processed, to include any applicable fees.
Next you would process the refund. To do this, visit the payments tab inside of the order. Click on the circle arrow icon below the payment method to refund:
Once you click the refund button, a box will pop up to type in the refund amount. Type in the amount due back to the customer minus any cancellation fees. You can see the amount due back in the top right hand corner of the order under "Paid Amount."
Updated on: 25/03/2025
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