thread Re: Does cancelling an online order refund the customer? in Archived Discussions (Read Only)

Does cancelling an online order refund the customer?

QueenV — Mon, 01 Jun 2020 17:44:46 GMT

the custoomer requested a cancellaton

Re: Does cancelling an online order refund the customer?

ashc — Mon, 01 Jun 2020 19:24:04 GMT

Hey @QueenV,

You should of had the option of refunding the charge right as you cancelled the order.

You can always go into Transactions and refund the payment if not though or it got skipped.

Re: Does cancelling an online order refund the customer?

Riverdel — Fri, 30 Oct 2020 18:23:28 GMT

So does it mean that if a customer cancels and online order, it is refunded automatically?

Or doest mean we have to go to "transaction" and issue a refund?

Re: Does cancelling an online order refund the customer?

pessosices — Fri, 30 Oct 2020 19:20:07 GMT

Hey @Riverdel

Customers cannot cancel their own orders - only you can cancel an order for them. If you cancel an order through the Orders Tab on POS, it will then prompt you and ask you if you want to Refund the order. These are two different steps. Just cancelling the order will not automatically refund.

Re: Does cancelling an online order refund the customer?

Riverdel — Fri, 30 Oct 2020 19:22:10 GMT

Yes they can cancel their own online orders!

We've had it happen numerous times (which is fine, that's not the problem). But I had a customers who cancelled and still hasn't received a refund...yet it shows "cancelled".

Re: Does cancelling an online order refund the customer?

pessosices — Fri, 30 Oct 2020 20:23:28 GMT

@Riverdel

Really? Through the Square Online store?
I didn't think that was an option.

Yea, if it's just cancelled, you'd have to refund it manually.