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Open in TWICE Admin

orders
Cancel an order by marking every item excluded, refunding what the customer paid, and closing the order. The items stay on the record, struck through, and the stock they held is free for other orders. See Order Lifecycle for what cancelling takes at each stage.

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Prerequisites

Required permissions: Create and edit orders to mark the items and close the order, which every built-in role holds. Issue refunds to refund the payment, which Owner, Admin and Manager hold and Member does not. See Users & Roles.
Have ready before you start:
  • An order with nothing handed out. Take back anything the customer already has as a return first. See Handle a return.
  • Whether the customer has paid, and how much of it to give back.

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The walkthrough

1

Open the order

Open Orders and find the order. Check the location selector in the top-left corner first if your account has more than one location, because the table lists only the orders of the location it shows.
The Orders table with one order's row highlighted
2

Select every line

Select every line on the order’s Summary tab: tick the checkbox in the Line item header at the top of the customer’s card. An order with several customers has a card for each, so tick the header in every card.Buttons appear in the top-right corner of the order.
An order's Summary tab with the Line item header checkbox ticked
3

Open the Mark menu

Click Mark 2 items as in the top-right corner of the order. The number counts every unit and add-on on the lines you selected. A menu opens with your account’s item states, and More… at the end.
The Mark items as menu open with More highlighted
4

Show the other states

Choose More…. The menu stays open and lists the states your account keeps out of the main list, below the others. The excluded state is among them, at the end.Skip this step if your account already lists the excluded state in the main list.
The item state menu expanded with the Excluded state highlighted
5

Choose the excluded state

Choose the state your account uses to take items off an order: Excluded on a new account. Every selected item moves to it.The items show Excluded, with their names struck through, and their stock items are free for other orders. Their prices stay on the order.
Every item Excluded and the line names struck through
6

Refund the payment

Refund what the customer paid, now, while the order is still open. Open the Payments tab and follow Refund an order. Excluding the items does not refund them.Skip this step if the customer has not paid.
The order's Payments tab with the customer's card payment highlighted
7

Choose Completed

Click the status chip at the far right of the top bar, Open on a new account, and choose Completed. Where your account moves orders with a button instead, open the arrow on the button for the full list.
The status chip's menu open on a cancelled order, with Open and Completed highlighted
8

Move the order to Completed

Read the Move order to Completed dialog. It lists what closing does, such as checkout links that stop working and the order becoming read-only. Click Move to Completed to close the order.
The Move order to Completed dialog with its title and the Move to Completed button highlighted
9

Check the closed order

Check the Summary tab. This order is closed shows at the top, the status chip reads Completed, and every item still reads Excluded, struck through.
The cancelled order closed, with the This order is closed notice, the Completed chip and an Excluded item highlighted

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How do I know it worked?

  • The order’s status chip reads Completed, and This order is closed shows at the top of it.
  • Every item reads Excluded, struck through, and its stock items are free for other orders over the same dates.
  • The Payments tab lists the refund, if the customer had paid.

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Troubleshooting / common pitfalls

The order’s location hides item states. An Owner or Admin can show them for the location in the last card of Settings → Orders → Fulfillment lifecycle. See Fulfillment lifecycle.
The excluded items keep their prices, so the order total does not drop when you cancel. Where your account runs the Order is unpaid check, it can question or refuse closing an order that is not paid in full. See Order lifecycle settings.
Closing keeps an order in the table. Archive it to take it out. See Cancel or archive an order for how closing and archiving differ.

Order Lifecycle

What cancelling takes at each stage of an order.

Cancel or archive an order

How closing an order differs from archiving it.

Refund an order

Send back what the customer paid.

Remove an item

Take one line off an order instead of cancelling all of it.