Have you turned on the 'Cancel order' option in your customer portal? Then your customers can cancel their purchase themselves within 14 days. This article shows you how to review those requests in Plug&Pay. You can approve the cancellation and credit the order in one go, or reject the request and give your customer a reason.
ℹ️ The right to cancel only applies to consumers. If your customer entered a company name on the checkout, they won’t see the option to cancel.
When a customer submits a cancellation
When a customer cancels an order through the customer portal, they immediately receive an email confirming their request. At the same time, you get an email notification. Click Review cancellation in that email to go straight to the order.
ℹ️ Check your notification settings to make sure you get an email when a customer requests a cancellation.
Opening a cancellation request
You can also find open requests under Sales > Orders. Open the Cancelled tab. A counter on the tab shows how many requests are waiting for your review.
When you open the order, you’ll see the status Cancellation requested next to the order number. A notice at the top shows:
who requested the cancellation;
when the request was made;
the reason your customer gave;
the Reject and Approve buttons.
Approving a cancellation
Click Approve in the notice. If you’d like to send your customer a message, fill in the optional Reason field. Leave Send this message to the customer switched on if your customer should receive an email.
Under What happens? you’ll see what happens to the order and how much will be credited. This is the same total amount as on the invoice. Then click Approve & credit.
Here’s what the order looks like afterwards:
The order has been credited and has the status Credited.
The notice above the invoice has disappeared.
Your customer receives an email with your message and the credit note attached.
❗ Please note: you’re required to refund your customer within 14 days of the cancellation. You do this manually through your payment provider.
Rejecting a cancellation
Click Reject in the notice. Use the Reason field to explain why you’re rejecting the cancellation, and choose whether to email the reason to your customer.
Under What happens? you’ll see that the order stays unchanged. Then click Yes, reject cancellation. The order stays as it was, and the status returns to its payment status, for example Paid.
💡 Tip: write the reason as if you’re speaking to your customer directly. Briefly explain why you’re rejecting the cancellation.
Viewing your decision
Every decision adds a line to the order’s History. There you can see whether the cancellation was approved or rejected, by whom, when, and which reason was given.
Frequently asked questions (FAQ)
When can my customer cancel an order?
When can my customer cancel an order?
Your customer can cancel an order when:
the 'Cancel order' option is switched on in your customer portal settings;
they’re not a business customer;
the order is no more than 14 days old;
they haven’t waived their right to cancel.
Do I have to fill in a reason?
Do I have to fill in a reason?
Only when you reject a cancellation. When you approve one, a reason is optional.
Does my customer receive the credit note automatically?
Does my customer receive the credit note automatically?
Yes, as long as Send this message to the customer is switched on. The credit note is then attached to the email your customer receives after you approve. You can also send the credit note yourself from the order at any time.
Is the refund processed automatically?
Is the refund processed automatically?
No. Plug&Pay can’t refund an order automatically. You need to issue the refund through your payment provider.