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

[Alison]

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?

[EJ_]

Hi there,

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

[Alison]

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

Alison

[EJ_]

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.