Cancel an order

When you first create an order, before your customer makes an approved payment or card registration, the order has one of the Preliminary order statuses, and you can cancel the order. If the order has a Live order status, then you can cancel it by marking it as complete.

In the Orders list, a Cancelled order displays with the cancelled symbol, which is a grey cross mark in a circle. To display Cancelled orders, in Filters, for Status, select Cancelled and apply the filter.

Status flow for cancelled orders

Before a customer makes a successful payment or card registration for an order, the status is one of the Preliminary order statuses. The preliminary statuses are Draft, Pending, and Rejected. If an order has one of these statuses, you can cancel it.

After a customer makes a successful payment or card registration, an order with recurring payments moves to the Active status. The active status is one of the Live order statuses.

When you finalise a Live order, you do not collect any more payments. To finalise an order, you can manually mark the order as Complete. When an order has a single payment, after the customer pays, the order automatically becomes Complete. For single-payment orders with the Pre-authorise option, the order becomes Complete when you capture the payment or reverse the pre-authorisation.

The following diagram shows whether you can cancel orders or mark them as complete for each order status.

Cancel a preliminary order

To cancel an order that has one of the Preliminary order statuses, which means the customer has not made an approved payment or card registration, do these steps.

1. Access an Orders list by one of the following methods:

   1. From the navigation menu, go to Orders
   2. From a Customer Account, go to the Related Orders
   3. From Payments > Pending Orders

2. Click on the order ZUID or customer name to open the Order Summary.

3. Go to the toggle admin menu beside the gear actions menu, and select Cancel Order.