Order Cancellations and Refunds

A merchant can cancel an eligible order from the order detail page.

To cancel an order:

1. Go to Orders.
2. Open the order you want to cancel.
3. Select Cancel Order.
4. The Cancel Order window will open.
5. Enter a Cancellation Reason if required.
6. Review the warning shown.
7. Select Cancel Order to confirm.

The cancellation reason field is optional in the current merchant workflow.

Important: Cancellation is final

Dash to Cart displays a warning before the cancellation is confirmed:

Cancellation is final.

Once confirmed, the order moves into a cancelled state.

For an order that has already been paid, Dash to Cart will initiate the refund process.

Good to know: Cancelling a paid order triggers a refund task. The payment refund is processed through Stripe.

When the buyer selects Cancel Order, they are asked to choose a cancellation reason.

Reasons shown in the buyer cancellation flow include:

• I will not be at home during the delivery
• Don't want this order or some items in this order anymore
• Shipping cost is too high
• I found a better deal
• I need to change delivery address
• I need to change payment method
• I was informed that some items in this order are out of stock

Additional options may appear depending on the interface.

The buyer selects the reason that best reflects why they want to cancel the order.

When a buyer submits a cancellation request, the merchant can review and resolve the request through the order management workflow.

When the merchant confirms the cancellation, the cancellation reason entered by the merchant is stored internally.

The order is then moved into its cancelled state.

If payment has already been collected, the corresponding refund process is initiated.

A merchant can also issue a refund directly from an eligible order.

To issue a refund:

1. Open Orders.
2. Select the relevant order.
3. Select Issue Refund.
4. The Issue Refund window will open.
5. Choose a Refund Reason.
6. Add Refund Details if required.
7. Select Issue Refund.

Refund reasons shown include:

• Duplicate
• Fraudulent
• Requested by customer
• Other

The Refund Details field is optional and can be used to record additional information about the refund.

Once the Issue Refund is confirmed, Dash to Cart sends the refund through Stripe.

Stripe then processes the refund against the original payment. You don't need to create the same refund manually in Stripe.

After recording the refund, Dash to Cart updates the payment status accordingly.

There are two places where you can verify the refund.

1. Orders

Go to:

Orders

The affected order will show a Refunded status once the refund has been recorded.

Depending on the order state, the order may still appear under Pending if fulfilment or shipment has not otherwise progressed.

This is important:

Refund status and fulfilment status are separate.

An order can therefore show:

• Refunded
• Fulfilment: Pending
• Shipment: Pending

if the refund was issued before fulfilment.

2. Dashboard Payment Details

Go to:

Dashboard → Overview → Payments

Open the relevant payment.

The payment detail window will show:

Status: Refunded

Amount: The original payment amount.

Refunded: The amount that was refunded.

Processing fees: Any applicable processing-fee information associated with the payment.

Net: The resulting net amount shown for the transaction.

The payment timeline can also show that the refund was initiated.

For customer-requested refunds, the timeline may indicate that the refund was initiated due to the customer's request.

When a paid order is cancelled:

1. The order moves into a cancelled state.
2. Dash to Cart initiates a refund task.
3. Stripe processes the refund.
4. The associated payment is updated to Refunded.
5. The refund can be reviewed from the Dashboard payment details.

This means merchants can confirm the refund from both the Orders area and the Dashboard.

Although they are closely related, cancellation and refund are not exactly the same action.

Cancellation

Changes the order state so the order will no longer proceed. For a paid order, cancellation also initiates the refund process.

Refund

Returns the customer's payment through Stripe.

A refund can also be issued directly from the order where the Issue Refund action is available.

If the customer wants to cancel before fulfilment

1. Open the order.
2. Review the buyer's cancellation request, where applicable.
3. Select Cancel Order.
4. Enter an internal cancellation reason if needed.
5. Confirm the cancellation.
6. Check that the order status is updated.
7. Verify the refund from Dashboard → Overview → Payments.

If the customer needs a refund without an order cancellation

1. Open the order.
2. Select Issue Refund.
3. Choose the refund reason.
4. Add any useful internal details.
5. Confirm Issue Refund.
6. Wait for the payment status to update to Refunded.
7. Verify the payment from the Dashboard.

A paid cancellation triggers a refund

When a paid order is cancelled, Dash to Cart initiates the corresponding refund process through Stripe.

Refund processing is handled through Stripe

When the merchant selects Issue Refund, the refund is sent through Stripe automatically.

Check the Dashboard for payment confirmation

The clearest way to verify the financial side of the refund is:

Dashboard → Overview → Payments

Open the relevant payment and look for Status: Refunded.

Cancellation is final

The merchant cancellation screen explicitly warns that cancellation is final. Review the order carefully before confirming.

Refund and fulfilment statuses are tracked independently

A refunded order may still display fulfilment or shipment information depending on where the order was in its lifecycle when the refund occurred.