Refunds and Cancellations
How to cancel an order, what happens to payment, and where to find canceled orders. Find clear steps for restaurant teams using Menuella.
How to cancel an order, record the reason, and understand payment status after cancellation.
Where to find it: Orders → click an order → Cancel or status dropdown
When You Can Cancel
You can cancel an order before it is completed, including a New order. Completed and already canceled orders cannot be canceled again.
How to Cancel an Order
- Go to Orders and click the order
- Click Cancel Order
- Choose a reason — predefined templates or your own
Cancellation Reasons
The cancel flow shows predefined text templates, for example:
- Customer requested cancellation
- Store is closed
- Delivery not possible
- Out of stock
- Wrong order or duplicate order
- Payment issue
- Operational issue
- Other — enter 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 order status changes to Canceled and the reason is saved. For a paid online order, Menuella automatically starts the refund through the connected payment provider. The payment status changes to Refunded when the refund is recorded.
What Happens to Payment
Paid online: Stripe and PayPal
- Menuella automatically starts the refund when the order is canceled.
- The refund is sent through the connected provider, such as Stripe or PayPal.
- The order detail shows Refunded when the refund is recorded.
- No separate refund request or support contact is needed for the normal cancellation flow.
Cash Orders
- The order can show Collect cash on pickup or Cash collected. Handle any cash return through your restaurant’s cash process.
Where Canceled Orders Appear
Canceled orders stay in your Orders list. You can view and filter them anytime — use the status filter to show only Canceled orders for records or reconciliation.
Check the payment status
The order detail can show Paid, Payment failed, Payment canceled, or Refunded. Do not collect cash for an order that already shows Paid, and do not hand over an order that shows Refunded or Payment canceled.
Related
- Order Management — Full order workflow
- Order Status and Fulfillment — Status flow and fulfillment actions
- Finding Orders Across Menuella — Find and filter orders
- Payments — Configure payment methods