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Cancel and refund orders
Who is this article for?
- Sellers with the orders permission to manage orders. Set permissions in Square Dashboard.
About order cancellations
With Square Order Manager, you may need to cancel and/or refund an order with Square 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 refund orders 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, for which you have 120 days to refund.
It's important to work with the customer to resolve any issues and prevent chargebacks.
Option 1: Cancel and refund on Square Dashboard
- Sign in to your Square Dashboard, then go to Items & orders > Orders > All orders.
- Locate and select 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.
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 your Square Dashboard, then go to Items & orders > Orders > All orders.
- Locate and select the relevant order.
- Click (•••) > Refund.
- You’ll be redirected to the transactions page. Click (•••) > Issue Refund.
- Choose to Refund Items or Refund Amount.
- Complete the issue refund flow.
You can also refund directly from the Transactions section from your Square Dashboard. Learn more about issuing refunds with Square.
Option 2: Cancel and refund on Square POS apps
From the Square POS or Square Retail POS apps:
- From the Square app, go to ≡ 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.