Cancel an order

You cancel an order with Cancel Order on its page at /admin/orders/:id. Cancelling does more than change a status: Avero tries to return everything the customer paid, releases stock the order was holding, and closes any gift cards the order sold. It does not stop a shipment and it does not email the customer. This page covers each of those in turn.

Only staff can cancel. There is no cancel button for customers in their online account, and no cancel action on the Orders list. Open the order first.

Who can use it

• Cancel Order — orders.cancel: Manager, Admin. Without it the button is not shown.
• Override Lock when cancelling a locked order — orders.override_locks: Manager, Admin.
• Issue Refund, and Cancel on a refund in Refund History — orders.refund: Manager, Admin.
• View the order — orders.read.

Before you cancel

Look at the lock badge next to the order number. It decides whether you can cancel at all.

Badge	What it means	Can you cancel?
Editable	Nothing has been picked and no warehouse has reported in.	Yes.
Locked	A line has been picked, or a warehouse has sent a hold.	Only with Override Lock and a reason (orders.override_locks).
Shipped	Your warehouse (FORT) reported the order shipped.	No. The button is disabled.

A disabled button shows the tooltip "Cannot cancel in current lock state". Why locked? lists the reasons.

Two things to know about the badge:

• Shipped is set by a FORT warehouse update. Using Ship or Pickup on the order page, or a ShipStation tracking update, does not set it. An order sent out that way can still be cancelled, and cancelling it refunds the customer without bringing the wine back. Check the Fulfillment and Shipments cards yourself before you cancel.
• An order that sold gift cards can only be cancelled while every card is unused. See Gift cards the order sold.

Cancel the order

1. Open the order from Orders (/admin/orders).
2. Choose Cancel Order at the top of the page.
3. Type a Reason. It is required, and it is shown on the order afterwards.
4. If the order is Locked, turn on Override Lock and type an Override Reason.
5. Choose Cancel Order to confirm, or Dismiss to back out.

The dialog warns: "This action cannot be undone. Please provide a reason." There is no way to reopen a cancelled order.

Cancelling always tries to refund everything

The dialog has no option to keep the money or to refund only part of it. If you want the customer to keep the order and get some money back, do not cancel. Use Issue Refund on the Payment card instead. See Payments & refunds.

What happens to the money

Right after the order is cancelled, Avero refunds the whole Refundable amount shown on the Payment card. That is everything captured, including tax and shipping, less anything already refunded. Each part goes back the way it was paid:

Paid with	What Avero does
Card, online or at the till	Sends the refund to Stripe, back to the card that was charged.
Cash	Records a cash refund. If a cash drawer is open at the order's location, its expected count drops. You hand over the cash.
A gift card	Puts the amount back on the gift card that paid.
Anything Avero cannot refund	Records a refund marked Manual Action. No money moves. Return it in your own payment system.

The message you see tells you how it went:

• "Order canceled" with "$X is going back to the original payment." A refund was recorded for that amount.
• "Order canceled" with "Nothing had been paid, so there was nothing to refund."
• "Order canceled, but the refund failed" with "The money is not back yet" and the reason. The order is cancelled and the customer has not been paid back.

Always check Refund History on the Payment card afterwards. The first message appears for cash and Manual Action refunds too, where the money only goes back when you return it yourself. Each refund from a cancellation carries the reason "order_canceled:" followed by what you typed.

Status in Refund History	What it means
Succeeded	The money is back (or, for cash, recorded as handed back).
Submitted	Stripe accepted the refund and is finishing it.
Requested	The card processor did not answer. The refund may still go through.
Failed	The refund was refused. Nothing went back.
Manual Action	Avero only recorded the request. Return the money yourself.

Orders over the refund limit

Avero limits a single refund to $500.00 and a company to 20 refunds a day, unless a different limit has been set for your winery. There is no screen where you can change it. Cancelling an order with more than the limit still refundable cancels the order and then fails the refund with "Refund amount exceeds maximum of 50000 cents". No refund is recorded.

To finish, use Issue Refund on the cancelled order in amounts of $500.00 or less until Refundable reaches zero.

If the refund failed

The order stays cancelled, and Cancel Order is no longer shown, so you cannot run it again. Finish the refund by hand:

1. Open Refund History on the Payment card.
2. If a refund is Requested or Submitted, wait and check Stripe before doing anything. Refunding again could pay the customer twice.
3. If the refund is Failed, or nothing was recorded, use Issue Refund for the amount still shown as Refundable.

A cancelled order keeps the status canceled even after its refund goes through. The refund shows under Refunded on the Payment card.

What happens to the stock

Units the order had reserved or set aside but not yet picked are released at the order's fulfillment location, and become available to sell again straight away.

Units already picked, shipped, or handed over are not put back. If wine comes back to you after a cancellation, you have to add it back to inventory yourself. See Products & inventory.

After cancelling, the Reserve, Pick, Ship and Pickup buttons and Request Shipment are disabled, and Create Return is hidden.

Gift cards the order sold

Avero checks every gift card the order issued before it cancels anything:

• Every card unused — the order cancels, each card is closed with a zero balance, and the cards' value goes back with the rest of the refund. A card that had not been issued yet never will be; the Gift cards card shows "Never issued: the order was cancelled". A card whose email had not gone out is not sent.
• Any card spent, partly spent, or already closed — the cancel is refused: "1 gift card from this order has been used or refunded, so the order can't be cancelled. Refund what is left on each card instead." Use Refund unspent balance on each card, then Issue Refund for the rest of the order. See Gift cards.

This is separate from an order that was paid for with a gift card. That order cancels normally and the amount goes back onto the card.

Shipping

Cancelling does not cancel a shipment. If Request Shipment was already used, the shipment stays in the Shipments queue and can still be sent to your warehouse or ShipStation, and the customer can still get shipping emails for it. Avero has no button to cancel a shipment, so stop it with your warehouse or in ShipStation directly.

The shipping charge is part of what the customer paid, so it is refunded with everything else.

What the customer is told

Avero does not send the customer an email or text when you cancel an order or when the refund is issued. Tell them yourself.

A customer who signs in to your online store sees the order with a Cancelled badge in their order list (/shop/account/orders).

What else changes

• The order shows a Canceled badge and an Order Canceled banner with your reason and the date. The cancellation and any lock override are written to the Activity timeline.
• Event tickets on the order that have not been checked in are marked refunded, which frees their seats. Tickets already checked in are left alone and flagged for review. This is skipped if ticket reconciliation is turned off in your event policy. See Events.
• For an order that began as a register check, the promotions and codes used on it are reversed, so a single-use code can be used again.
• A void is queued for QuickBooks.

Reference

Control	Where	What it does
Cancel Order	Order page, top	Cancels the order and tries to refund everything refundable.
Why locked?	Order page, top	Lists why the order is Locked or Shipped.
Override Lock	Cancel Order dialog	Lets a Manager or Admin cancel a Locked order, with a reason.
Dismiss	Cancel Order dialog	Closes the dialog without cancelling.
Issue Refund	Payment card	Refunds part or all of what is still refundable.
Cancel	Refund History row	Withdraws a Requested or Manual Action refund.
Refund unspent balance	Gift cards card	Returns what is left on one gift card and closes it.

Troubleshooting

Messages that start "Order not canceled" mean nothing changed.

• "Cannot cancel in current lock state" — the order is Shipped, or it is Locked and you do not have orders.override_locks. Ask a Manager.
• "Order is shipped and cannot be modified" — the warehouse reported it shipped while you had the page open. Handle it as a return. See Orders & fulfillment.
• "Order is locked. Provide overrideLock=true with override permission and reason." — someone picked a line while you had the page open. Reload, then cancel with Override Lock.
• "Order is already canceled" — someone else cancelled it first. Reload.
• "... gift cards from this order have been used or refunded, so the order can't be cancelled." — refund each card's unspent balance instead.
• "Order canceled, but the refund failed" — see If the refund failed.
• "Refund amount exceeds maximum of 50000 cents" — see Orders over the refund limit.
• "Daily refund limit of 20 has been reached" — no more refunds can be issued today. Try again tomorrow.
• The message said the money is going back, but the refund shows Manual Action — Avero could not refund this payment itself, for example on an imported order. Return the money in your own payment system.

Related

• Payments & refunds — refunds without cancelling, tax on a refund, and where refunds show in Financials.
• Orders & fulfillment — the order page, locks, shipments and returns.
• Gift cards — refunding a card's unspent balance.
• Products & inventory — putting returned stock back.