thread Why can't customers cancel or modify their order if it hasn't been processed? in Archived Discussions (Read Only)

Why can't customers cancel or modify their order if it hasn't been processed?

Alison — Fri, 21 Jul 2017 21:01:29 GMT

Customers order our services and products ahead of time and we have a 24-hour cancellation policy. However, Square won't let a customer cancel the order or remove any items ordered (but they can add to the order, I think). Is there a reason?

Re: Why can't customers cancel or modify their order if it hasn't been processed?

EJ_ — Mon, 20 Mar 2017 16:18:51 GMT

Hi there,

What type of orders were your customers placing? Were you referring to orders placed in your Online Store or were they Invoices?

Re: Why can't customers cancel or modify their order if it hasn't been processed?

Alison — Tue, 21 Mar 2017 13:52:56 GMT

Customers place their orders online with us and we deliver the goods/services.

Alison

Re: Why can't customers cancel or modify their order if it hasn't been processed?

EJ_ — Tue, 21 Mar 2017 21:40:58 GMT

Thanks for clarifying Alison,

Unfortunately the ability to edit an Online Store order isn’t currently available, but that is a great idea and I can see how it could apply to many businesses with a work flow like your own.

As a workaround, you can do one of the following:

If the order hasn’t been marked complete, you can cancel it and have your customer place a new order.
If the order has completed, you can refund it and ask your customer to place a new order.