Refunds and Cancellations

How to cancel an order, what happens to payment, and where to find canceled orders.

Where to find it: Orders → click an order → Cancel or status dropdown

When You Can Cancel

You can cancel an order until it is completed. Once an order is marked Completed, contact Menuella Support — the team will handle the cancellation and refund.

How to Cancel an Order

Go to Orders and click the order
Click Cancel or use the status dropdown to select Cancelled
Choose a reason — predefined templates or your own

Cancellation Reasons

The cancel flow shows predefined text templates, for example:

Store is closed
Wrong order placed
Customer requested cancellation
Out of stock
Other — you can fill in your own reason

Pick the one that fits, or add a custom reason. The reason is recorded for your records.

Customer Notification

When you cancel an order, the customer receives a notification (email, and in-app if applicable) that the order was cancelled. They are informed about the refund for paid-online orders.

What Happens to Payment

Paid Online (Card, PayPal)

Automatic refund — The customer is refunded automatically
Transaction fees — Payment processor fees (Stripe, PayPal) are deducted from your balance — you don’t get them back
The refund appears in your financial reports

Cash Orders

No automatic refund — the customer paid in person. Handle cash refunds directly if needed.

Where Canceled Orders Appear

Cancelled orders stay in your Orders list. You can view and filter them anytime — use the status filter to show only Cancelled orders for records or reconciliation.

Mistakenly Canceled?

If you cancel an order by mistake, contact Menuella Support. The team can revert the cancellation when possible.

Order Status and Fulfillment — Status flow and updating orders
Viewing and Filtering Orders — Find and filter orders
Financial Reports — Where refunds appear