Cancel and refund orders
About order cancellations
With Square Order Manager, you can cancel and refund an order if the item(s) are not in stock, or if the customer requests cancellation before the order is fulfilled.
Before you begin
You can cancel orders before the order is fulfilled. You can manage customer refunds at any stage of an order, but payments can only be refunded within one year of the original transaction date. For transactions paid using Afterpay, you have 120 days to refund.
Order cancellations cannot be undone. Once an order is canceled, a new order needs to be placed.
It's important to work with the customer to resolve any issues and prevent chargebacks.
Cancel and refund an order on Square Dashboard
- Sign in to Square Dashboard and go to Orders & payments (or Invoices & payments or Payments) > Orders > All orders.
- Locate and select the relevant order.
- Select (•••) > Cancel items.
- Select items to cancel, then select Next.
- Select a cancellation reason; Item(s) not in stock, Customer cancellation request, or Other. When selecting Other, you’ll have the option to manually enter a reason.
- Once the item(s) are canceled, you can Skip Refund or Continue to refund.
a. Skip refund will take you back to the Order Manager page.
b. Continue to refund will go through the Issue Refund flow.
- Sign in to Square Dashboard and go to Orders & payments (or Invoices & payments or Payments) > Orders > All orders.
- Locate and select the relevant order.
- Select (•••) > Refund.
- You’ll be redirected to the transactions page. Select (•••) > Issue Refund.
- Choose to Refund Items or Refund Amount.
- Complete the issue refund flow.
You can also refund directly from the Transactions section from Square Dashboard.
Cancel and refund an order on the point of sale app
- Open the app and tap ≡ More > Orders.
- Locate and tap into the relevant order.
- Tap (•••) > Cancel items.
- Select items to cancel, then tap Next.
- Select a cancellation reason; Item(s) not in stock, Customer cancellation request, or Other. When selecting Other, you’ll have the option to manually enter a reason.
- Once the item(s) are canceled, you can Skip Refund or Continue to refund.
Skip refund will take you back to the Order Manager page.
Continue to refund will go through the Issue Refund flow.
Cancel and refund an order on Square for Retail POS
Open the app and tap Orders > Active. For more targeted results, sort by the date the order was placed or the fulfillment date.
Tap on the order you would like to cancel > Cancel Items.
Select the items to refund, or tap Select All > Next.
Choose a reason for the cancellation: Item(s) Not in Stock or Customer Cancellation Request (Other).
Tap Cancel Order.
Next, choose to issue your customer a refund or to cancel the order without refunding.