How To Cancel an Order
When you find yourself needing to cancel a whole order follow the steps below:
(If you only need to cancel part of an order, please see this article.)
(We also have a video for this if you'd prefer to watch it, click here!)
PLEASE NOTE: If you charged a cancellation fee, due to your company policy, you will need to deduct this from the amount that you refund the customer. For example: Order total is $55.43. You are charging a $5 cancellation fee. You will refund $50.43. Then follow cancellation steps below.
Refunding
Find the booking needing to be cancelled and go to the Order Information page. You can do this by searching at the top of the page or clicking on their name on the daily manifest view or orders screen.
Select the payments tab.
Find the payment for the current order and select the circular arrow for refund. Note: Always action the refund first before cancelling the booking.
A pop-up will appear for you to enter the amount of the refund and select Ok:
The page will refresh and you will get a Success message showing that the refund has been completed.
Cancelling
Now you need to actually cancel the booking.
At the top left of the order details page, click this status button to change the status.
A pop up with a drop down will appear. Click the drop down and select cancelled then click go:
A pop-up menu will appear for you to enter the cancellation reason and enter a fee, if any - varies per company (if you deducted a fee during refund, input this fee here to allocate the fee). Then you can select to either send the customer a cancellation email or text or both.
Then you confirm the booking has already been confirmed and select Save.
You'll receive a Success message and the booking is now fully cancelled.
(If you only need to cancel part of an order, please see this article.)
(We also have a video for this if you'd prefer to watch it, click here!)
PLEASE NOTE: If you charged a cancellation fee, due to your company policy, you will need to deduct this from the amount that you refund the customer. For example: Order total is $55.43. You are charging a $5 cancellation fee. You will refund $50.43. Then follow cancellation steps below.
Refunding
Find the booking needing to be cancelled and go to the Order Information page. You can do this by searching at the top of the page or clicking on their name on the daily manifest view or orders screen.
Select the payments tab.
Find the payment for the current order and select the circular arrow for refund. Note: Always action the refund first before cancelling the booking.
A pop-up will appear for you to enter the amount of the refund and select Ok:
The page will refresh and you will get a Success message showing that the refund has been completed.
Cancelling
Now you need to actually cancel the booking.
At the top left of the order details page, click this status button to change the status.
A pop up with a drop down will appear. Click the drop down and select cancelled then click go:
A pop-up menu will appear for you to enter the cancellation reason and enter a fee, if any - varies per company (if you deducted a fee during refund, input this fee here to allocate the fee). Then you can select to either send the customer a cancellation email or text or both.
Then you confirm the booking has already been confirmed and select Save.
You'll receive a Success message and the booking is now fully cancelled.
Updated on: 25/03/2025
Thank you!