How to Cancel an Order without a Refund

[Josh123]

The title of this thread has been edited by a Square Moderator from the original: Unable to Cancel an order

Is there a way to cancel an order without processing a refund?

[Sammie_C · Accepted solution]

Hi @Josh123! Thank you for reaching out over the Square Community.

Yes, it is possible to cancel an order without processing a refund.

Here are a few steps on how to do so (step 6a will be where the Skip Refund option is):

1. Sign in to Square Dashboard and go to Orders & payments (or Invoices & payments or Payments) > Orders > All orders.
2. Locate and select the relevant order.
3. Select (•••) > Cancel items.
4. Select items to cancel, then select Next.
5. Select a cancellation reason; Item(s) not in stock, Customer cancellation request, or Other. When selecting Other, you’ll have the option to manually enter a reason.
6. Once the item(s) are canceled, you can Skip Refund or Continue to refund.
   a. Skip refund will take you back to the Order Manager page.
   b. Continue to refund will go through the Issue Refund flow.

I hope this helps a bit! Please let me know if you have any other questions or concerns.

[Josh123]

Hi @Sammie_C 

Thanks for the response! Unfortunately, that's not what I'm seeing. Either I keep the items checked and then it wants to go ahead with a refund or I uncheck the items and then the continue button gets greyed out and I can't proceed. At no time does any option to skip refund show up. 

[Sammie_C]

Thanks for getting back with me, @Josh123. Let me take another look. Is there a particular transaction you are trying to cancel, or is this not populating on any of your transactions?

[Josh123]

@Sammie_C I use LitCommerce to connect Square to various online marketplaces. When a customer place an order it flows into Square and then once I fulfill it, it disappears out of the queue like any regular order. But if an order gets cancelled, it doesn't disappear. So I was trying to figure out how to clear it straight from Square since LitCommerce isn't pulling it. 

[Sammie_C]

@Josh123, I checked with our Operations team about this and they said that this seems to be a limitation on our side. Since it is dealing with a third-party integration, they would recommend checking on this with LitCommerce and see if they have this capability on their side.

I'm sorry I couldn't be more helpful on this, but we just have limited information on integrations on the Square side.

[Josh123]

@Sammie_C and when I asked Litcommerce they said they're just an integration and can't provide troubleshooting on a platform that's not theirs. Over time I'm going to have hundreds of orders just piling up in the queue that I can't do anything about and will just be stuck there forever....sigh

[Sammie_C]

I do apologize, @Josh123.

Our integrations team said that LitCommerce should be able to assist, especially because it is their product. I might recommend reaching out to them and seeing if they can double-check that everything is setup as it should on their side. I imagine that they have a troubleshooting process for the integration itself.