What do I do if a customer cancels an order?

This article is meant for OP Light Entrepreneur users with Business ID.

The invoice must be cancelled if your customer cancels the order due to an unforeseen situation. Here are our instructions on what to do if your customer has not yet paid the invoice and also for a situation where the invoice has been paid.

Customer has not yet paid the invoice

You can go to your account to delete the invoice. At the same time, a credit note will be created for your customer, which will cancel the original invoice.

You can cancel an invoice in the following way:

  • log in to your account and go to the "Invoices" tab
  • Select the invoice you wish to cancel. Next to the invoice there is a "Cancel the invoice" button to click on in invoice menu.
  • The invoice becomes a credit note which will be sent to your customer. Your customer will then be informed that the invoice has been cancelled and there is no obligation to pay.
Note: You can reverse a cancellation within 20 minutes by clicking on the cancel invoice button. If you want to keep the invoice active after cancellation, click on the "cancel refund" button.

The customer has already paid the invoice and the money needs to be returned

Cancelling a paid invoice and giving a refund is different from cancelling an unpaid invoice. You should contact our customer service when you need to refund payments to your customer.

Instructions for cancelling a paid invoice:

  1. Pay the full amount of the invoice to your customer and then confirm to us that the refund has been made.
  2. Contact our chat customer service. Once you have confirmed to us that the money has been refunded, we will issue a credit note for your invoice. This will cancel the invoice you originally sent.
  3. Once the credit note has been issued, the taxes deducted from the original invoice will be transferred directly to your account.

So always contact our customer service if you need to refund your client.