> ## Documentation Index
> Fetch the complete documentation index at: https://www.twicecommerce.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# How to cancel an order

> Cancel a whole order: mark every item excluded, refund what the customer paid, and close the order.

> [card] [Open in TWICE Admin](https://admin.twicecommerce.com/orders)
>
> 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](https://www.twicecommerce.com/docs/concepts/orders/order-lifecycle.md) for what cancelling takes at each stage.

## Prerequisites

> [!WARNING]
>
> **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](https://www.twicecommerce.com/docs/settings/users-roles.md).

> [!NOTE]
>
> **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](https://www.twicecommerce.com/docs/guides/orders/handle-a-return.md).
> * **Whether the customer has paid**, and how much of it to give back.

## 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](https://mintcdn.com/twicecommerce/74WoQN7nE83wq85b/images/guide-cancel-an-order-01.webp?fit=max\&auto=format\&n=74WoQN7nE83wq85b\&q=85\&s=4b5b786f31eafe2e93baca38085c5126)

**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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-02.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=108f04e22e6897406654e1c804b14e37)

**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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-03.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=e347aaccd58c00c2c600ab1382731a8c)

**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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-04.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=02736718f0f71418b59fcb7e8c734dcb)

**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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-05.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=7c99845c62f2a89d64943586fc1c9995)

**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](https://www.twicecommerce.com/docs/guides/orders/refund-an-order.md). 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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-06.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=5d02efaa0f2e6d2feda0dc07aa18d59e)

**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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-07.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=b381a74b01f8213f437bb6d063c1d9ba)

**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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-08.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=9d40e97c24bda1a2e6752fd6d47f0868)

**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](https://mintcdn.com/twicecommerce/aIHwB5o92lGv7JVW/images/guide-cancel-an-order-09.webp?fit=max\&auto=format\&n=aIHwB5o92lGv7JVW\&q=85\&s=8587a033bc60b5ba668ee63d27cc3b23)

## 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.

## Troubleshooting / common pitfalls

> [accordion] There is no Mark button at the top of the order
>
> 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](https://www.twicecommerce.com/docs/settings/orders/item-fulfillment-states.md).

> [accordion] Closing asks you to confirm, or refuses, because the order is unpaid
>
> 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](https://www.twicecommerce.com/docs/settings/orders/order-lifecycle.md).

> [accordion] The order is still in the Orders table
>
> Closing keeps an order in the table. Archive it to take it out. See [Cancel or archive an order](https://www.twicecommerce.com/docs/guides/orders/cancel-or-archive-an-order.md) for how closing and archiving differ.

## Related articles

> [card] [Order Lifecycle](https://www.twicecommerce.com/docs/concepts/orders/order-lifecycle.md)
>
> What cancelling takes at each stage of an order.

> [card] [Cancel or archive an order](https://www.twicecommerce.com/docs/guides/orders/cancel-or-archive-an-order.md)
>
> How closing an order differs from archiving it.

> [card] [Refund an order](https://www.twicecommerce.com/docs/guides/orders/refund-an-order.md)
>
> Send back what the customer paid.

> [card] [Remove an item](https://www.twicecommerce.com/docs/guides/orders/remove-an-item.md)
>
> Take one line off an order instead of cancelling all of it.


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