Cancel an order

You can cancel an order until the customer makes an approved payment or card registration. After that, the order is live: mark it as complete instead. A live subscription is the exception: you cancel it.

To list cancelled orders, open Orders, click Filters, select Status › Cancelled, and click Apply. Cancelled orders have a grey cross icon.

Status flow for cancelled orders

Before the first approved payment or card registration, an order has a preliminary status: Draft, Pending or Rejected. You can cancel it.

After that, the order is live. To stop collecting payments on a live order, mark it as Complete. A single payment order becomes Complete on its own after the customer pays. A pre-authorised single payment becomes Complete when you capture or reverse it.

A live subscription has Cancel Order instead of Mark as Complete, and it ends as Cancelled.

flowchart LR
  subgraph Preliminary
    Draft -->|Payment link| Pending
    Draft -->|Phone payment declined| Rejected
  end
  Preliminary -->|"Payment or card
  registration approved"| Active
  subgraph Live
    Active -->|"Subscription paused"| Paused
    Active -->|Soft decline| Failed
    Active -->|Hard decline| Suspended
    Active -->|"Instalment paid
    more than the order value"| Review
  end
  Preliminary -->|Cancel| Cancelled
  Live -->|Mark as Complete| Complete

Cancel an order

1. Open the order from Orders, from a customer's Related Orders tab, or from Payments › Pending Orders.
2. Cancel it:
   • Pending or rejected order: on the Order Summary, click the … menu and select Cancel Order.
   • Draft order: it opens on the Payment Details page. Click the … menu and select Cancel.
   • Live subscription: on the Order Summary, click the … menu and select Cancel Order.
3. Confirm with Cancel Order.

BillPro stops collecting payments on the order. Payment links sent for it stop working.