Cancel an order with Square for Retail
Who is this article for?
Retail owners and team members with a Square for Retail Free, Plus, or Premium subscription setting up their online retail site with Square. If your staff need to set up or update fulfillment methods, make sure their role has Full Orders Access and Full Square Online Access permissions enabled. Learn more about custom permissions with Square.
About cancelling orders
You may need to cancel a customer’s order if item(s) are not in stock or if your customer requests cancellation before the order is fulfilled. You’ll want to work with your customer to solve the issue and prevent chargebacks.
Before you begin
Order cancellations cannot be undone. Once the order is canceled, a new order will need to be placed.
Cancel an order
You can cancel specific items for an order or cancel the entire order directly from Order Manager on the Square Retail POS app or from your Square Dashboard. To do so:
- From the main menu, tap Orders > Active. For more targeted results, sort by the date the order was placed or the fulfilment 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.
- Choose to issue your customer a refund or to cancel the order without refunding.
You can cancel and refund Square for Retail orders from Square Dashboard. To do so:
- Sign in to Square Dashboard and go to your Square Order Manager.
- Select the order you need to cancel.
- Select (•••) > Cancel & refund.