thread How do I cancel an online order? in Payments Troubleshooting

How do I cancel an online order?

paulwieland — Sat, 20 Sep 2025 08:35:26 GMT

This should be simple, but I cannot find a way to cancel an order that a customer placed.

I am using a really simple setup with checkout links. Customers place an order online, pay and then that order goes into a queue for shipping.

From that queue I can view the order details and mark it as shipped, but I cannot find a way to cancel an order. (i'm not allowed to paste images so i have to describe everything)

From https://squareup.com/dashboard:

Items & Orders
Orders
Find order in list
Click order to open detail panel
From the panel I have an X to close, a ... to open Actions and a "Ship" button
Actions are: Print Order Details, Print Packing Slip, View Transaction, Manage on Checkout Link
From the transaction page I was able to refund the customer, however the order still has "new" status in my shipping queue

This shouldn't be so difficult. How do I cancel this order?

Re: How do I cancel an online order?

rtfulk — Tue, 19 Sep 2023 22:11:16 GMT

You can't cancel an order on the Dashboard/Orders,orders have to be cancel through the online side of Square. You have go to dashboard and scroll down to Online and click Online, then click orders. From there click on the order you want to cancel. In the upper right hand you will see print order, send receipt and cancel click that and then click cancel order. You can also do refund a single item in a order.

Here is a link to manage orders online with Square.Manage Orders On Square

Re: How do I cancel an online order?

JK_Fiber_Art — Tue, 19 Sep 2023 22:13:58 GMT

Hello Paulwieland,

This info should help but, I'm not totally sure as I have not had to cancel an order. If the details described simply don't apply, perhaps someone else here has a clue. Note, the Community is not Tech Support but, there's a lot of hands on experience.

Re: How do I cancel an online order?

paulwieland — Tue, 19 Sep 2023 22:24:50 GMT

@rtfulk That worked, THANK YOU!

Such a poor design. I also have no idea why square's own technical support team told me it wasn't possible and to just mark the order as completed.

Re: How do I cancel an online order?

rtfulk — Tue, 19 Sep 2023 23:01:21 GMT

@paulwieland You're welcome, Right now it's like you have 2 different sites built into one site, You have the POS side and then the Web side. I think Square is working on trying to merge the 2 together, it just takes time to make sure nothing gets broken in the process.