Does cancelling an online order refund the customer?

[QueenV]

the custoomer requested a cancellaton

[ashc]

Hey @QueenV,

You should of had the option of refunding the charge right as you cancelled the order.

You can always go into Transactions and refund the payment if not though or it got skipped. 

[Riverdel]

So does it mean that if a customer cancels and online order, it is refunded automatically? 

Or doest mean we have to go to "transaction" and issue a refund? 

[pessosices]

Hey @Riverdel 

Customers cannot cancel their own orders - only you can cancel an order for them. If you cancel an order through the Orders Tab on POS, it will then prompt you and ask you if you want to Refund the order. These are two different steps. Just cancelling the order will not automatically refund.

[Riverdel]

Yes they can cancel their own online orders!

We've had it happen numerous times (which is fine, that's not the problem). But I had a customers who cancelled and still hasn't received a refund...yet it shows "cancelled". 

[pessosices]

@Riverdel 

Really? Through the Square Online store? 
I didn't think that was an option.

Yea, if it's just cancelled, you'd have to refund it manually.