How do I cancel or refund an order?

You will have cancelled an order, or recorded money returned for it.

Before you start

To cancel you need permission to manage orders. To refund you need the refund permission (it is an Invoices permission).

Steps

Cancel an order that was never paid

1. Open Store → Orders and set the order's status to Cancelled.

Refund a paid order

1. Open the order and find Payment and refunds, then press Refund.
2. Enter the amount (or pick lines), the date and how you paid it back, and tick Return the items to stock if the goods came back.
3. Pay the customer yourself (or use the Stripe or Saman button in the dialog), then press Record refund.

What you will see

A full refund makes the order Refunded and releases held stock; a partial refund leaves it unchanged and adds a "Partly refunded" badge. Cancelling a settled order returns its stock.

If something goes wrong

• Cancelling a paid order refunds nothing; the order page warns that the money has not been refunded, so record the refund too.
• You cannot pick Refunded from the dropdown.
• Stock comes back only for the store's own stock and only for settled orders; refunded stock comes back only when you tick the box.
• If the sale could not be updated after the refund, the refund stays recorded and a Try again button appears.