The steps to cancel an order depend on the payment status of the order.
Unpaid orders can usually be cancelled immediately
Paid orders must be refunded before they can be cancelled
Orders with processing payments may need to wait before cancellation becomes available
Cancel a Paid Order
If an order has already been paid for, you must process a refund before cancelling the order.
Step 1: Open the Invoice
You can locate the invoice using either of the following methods:
Option 1: Use Global Search
Use the search bar at the top-right of Ordermentum
Search for the:
invoice number
order number
or customer name
Select the invoice/order from the search results
Option 2: Use the Invoices Page
Go to Invoices
Locate the invoice linked to the order
Click the invoice number to open it
Step 2: Process the Refund
Click the dropdown menu beside Print Invoice
Select Refund
Enter the refund amount
Full refund = refund the entire order
Partial refund = refund part of the order
Confirm the refund
Step 3: Wait for the Refund to Complete
Refunds typically take 5–6 business days to process.
Once completed:
the order status will update to Unpaid
the cancellation option will become available
Step 4: Cancel the Order
Open the order details
Select Cancel Order
For more information, refer to How to Process Refunds in Ordermentum.
Cancel an Unpaid Order
Unpaid orders can usually be cancelled immediately.
Steps
Open the order details page
Click the three dots menu
Select Cancel Order
The order status will update to Cancelled.
Orders with “Processing” Payment Status
Orders cannot be cancelled while the payment status is Processing.
You must wait until the payment status changes to:
Paid, or
Unpaid
before proceeding with the cancellation.
Direct Debit Payments
If the payment method is Direct Debit, cancellation may not be available while the payment is processing.
Direct Debit transactions typically take 2–5 business days to settle.
Once the payment:
completes successfully → you can process a refund before cancelling
fails → the order will revert to Unpaid, and you can cancel the order directly
For more information, refer to Payment Settlement Times.
Important Information About Refunds
Please note:
Refunds must be processed before a paid order can be cancelled
Refunds are returned to the original payment method used for the order
Cancellation options may not appear until the refund has fully processed
FAQs
Why can’t I cancel an order after refunding it?
Refunds can take up to 5–6 business days to process.
Once the refund is complete, the order status will update to Unpaid, and the cancellation option will become available.
Can I cancel a sales order before the customer is charged?
Yes. If the order has not yet reached its charge date, you can cancel it directly and the customer will not be billed.
Can I cancel and refund multiple orders?
Yes. You can:
cancel multiple orders
process refunds for each order
and place replacement orders if required
Need More Help?
If you need help cancelling an order:
Use the Help chat in the bottom-right corner
Or contact support@ordermentum.com