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.

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, which are Draft, Pending, and Rejected. From these statuses, you can cancel an order.

After a customer makes a successful payment or card registration, an order with recurring payments moves to the Active status, which is one of the Live order statuses. To finalise a Live order and to not collect any more payments, you can manually mark the order as Complete. When an order has a single payment, after the customer pays, the order automatically becomes Complete.

The following diagram shows if 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.