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Cancel an order

Cancel a whole order before anything has been handed over, and refund the parent in one step

Cancel an order when the parent no longer wants it and nothing has been handed over yet. Cancelling refunds the whole order in one step and closes it. Once an item has been collected or posted, refund items instead.

Before you start

  • Cancel order only appears when every item still on the order is in To pack, Packed or Waiting, and the order has been paid.
  • It is hidden once any item has been collected, posted or closed, once any item has been refunded, and once the order is cancelled. In those cases use Refund or exchange items.
  • Cancelling always covers the whole order. You can't cancel just some of the items.

Cancel an order

  1. Open the order. See Search for orders and view order details.
  2. Select Cancel order.
  3. Read the summary. It lists the items, the Order fee and Delivery (when charged), and the Total refund going Back to original payment method.
  4. Choose what happens to stock:
    • Return items to stock (the default) adds everything back to your stock.
    • Some can't go back (or Item can't go back for a single item) lets you tick anything that can't be sold again. Bundles are listed part by part under the bundle's name. Cancel & refund stays disabled until you tick at least one item.
  5. Select Cancel & refund $X. To leave without cancelling, select Cancel.

A message confirms the order is cancelled, the amount refunded and the payment method, and whether items were returned to stock.

What is refunded

  • The parent is refunded everything they paid for the order, in one refund: the items, any add-ons, the order fee and, for home delivery, the delivery charge.
  • The refund goes back to the original payment method:
    • Wallet or student card: the amount returns to the parent's Flexischools wallet.
    • Card: the amount is refunded to the card used at the terminal.
    • Cash: Shop records the refund against the order. Give the cash back to the customer.
    • Other tender (your own tender, such as "On School Account"): Shop cancels the order and records the refund, but doesn't return any money. Refund the customer yourself through your own process.
  • Orders paid another way can't be cancelled here.

What happens to the order and stock

  • The order shows a Cancelled badge and its items move to Refunded. On the Closed tab it shows as "N cancelled".
  • Items you leave as Return items to stock are added back to your stock. Items you tick as unable to go back are not added back.
  • The parent gets an "Order cancelled" email showing the cancelled items and the total refunded. See Emails sent to parents.

If something goes wrong

  • The refund didn't go through: nothing is cancelled. A message says so. Try again. Retrying never refunds twice.
  • The order was refunded but couldn't be cancelled: a message asks you to try again. The dialog stays open and the retry won't refund again.
  • The order can no longer be cancelled: another person may have packed, handed over or cancelled it. The order page refreshes to show its current state.

Good to know

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