Cancel an order with Square for Retail

Who is this article for?
This article is for retail owners and staff 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 fulfilment methods, make sure their role has Full Orders Access and Full Square Online Access permissions enabled. Learn more about custom permissions with Square.

About canceling 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 cancelled, 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 for Retail POS or on your Square Dashboard. To get started:

  1. From the main menu, tap Orders > Active. For more targeted results, sort by the date the order was placed or the fulfilment date.

  2. Tap on the order you would like to cancel > Cancel Items.

  3. Select the items to refund, or tap Select All > Next.

  4. Choose a reason for the cancellation: Item(s) Not in Stock or Customer Cancellation Request (Other).

  5. Tap Cancel Order.

  6. Next, choose to issue your customer a refund or to cancel the order without refunding.

Related articles

Review the following Support Center articles to optimise your fulfilment methods with Square for Retail:

Can’t find what you need?