Cancelling an order
You can cancel an order from any active status (pending, confirmed, preparing, ready, or delivering). To cancel:
Open the order in your dashboard or merchant app.
Click the cancel/decline button.
Provide a reason for the cancellation.
Automatic refunds
When you cancel an order that was paid by card, the payment is automatically refunded. The customer sees the refund in their bank statement within a few business days (timing depends on their bank).
Cash orders
For cash orders, there is nothing to refund since the customer has not paid yet. The order is simply marked as cancelled.
Customer notification
When an order is cancelled, the customer receives a push notification (if enabled) and sees the cancellation with your reason on their order tracking page.
Stuck orders
Orders that remain in "pending" status for too long are automatically cancelled by the system to prevent forgotten orders. This protects both you and your customers.