Cancellations
Order cancellation on SuperApp is fully configurable rather than one-size-fits-all. You decide whether merchants can cancel at all and at which statuses, which roles can cancel or waive fees, whether a cancellation fee applies, and how refunds run — all from your admin dashboard. Every cancellation is categorized with a structured reason, so the reports stay meaningful at marketplace scale.
What you control
Section titled “What you control”All from the same Feature settings page:
- Master switch — whether cancellation is available at all.
- Merchant cancellation — whether merchant staff can cancel from the partner app, and in which order statuses (for example while an order is ACCEPTED or PROCESSING, but not once it’s READY).
- Reasons — separate configurable reason lists for merchant staff and for your admin team.
- Fees — an optional cancellation fee, fixed or percentage.
- Refunds — automatic or manual, a default method, allowed methods, and an optional wallet fallback.
- Permissions — per role: who can cancel, and who can waive the fee.
- Notifications — whether the customer and the outlet are notified.
Cancelling from the partner app
Section titled “Cancelling from the partner app”- The merchant opens the order in Partner app → Orders → Live Orders and taps Cancel. The button only appears in the statuses you’ve allowed.
- They pick a reason from your configured list and optionally add a note.
- On confirmation the order is cancelled, the customer is notified (if enabled), and the refund runs according to your settings below.
The cancelled order keeps its full record — items, reason, who cancelled, any fee, and the refund — visible in order history and in reporting.
Cancellation reasons
Section titled “Cancellation reasons”Two reason lists, defined by you:
- Merchant reasons — what outlet staff choose from (“Out of stock”, “Too busy”, “Customer requested”…).
- Admin reasons — a separate list for your own team’s cancellations.
On a marketplace, consistent reasons are what turn cancellations from anecdotes into data: you can’t coach an outlet on “Other”. Keep both lists short and unambiguous.
Cancellation fees
Section titled “Cancellation fees”Optionally charge a fee when an order is cancelled:
- Fee type — a fixed amount or a percentage of the order total.
- Waiving — roles you permit can waive the fee during the cancel flow.
The fee is deducted from the refund and reported separately, so settlements with merchants stay clean.
Refunds on cancellation
Section titled “Refunds on cancellation”For prepaid orders:
| Setting | What it does |
|---|---|
| Auto-process on cancel | The refund fires immediately when the order is cancelled — no second step |
| Default method | Where the refund goes by default — original payment method, wallet, cash, or bank transfer |
| Allowed methods | Which methods may be chosen when refunding manually |
| Wallet fallback | If a card refund fails or isn’t supported, credit the customer’s wallet instead of failing |
The refund mechanics are shared with order editing — see Editing & refunds for how each method behaves, including the irreversibility of card refunds.
Who can do what
Section titled “Who can do what”Two per-role permissions govern cancellation:
| Permission | Allows |
|---|---|
| Can cancel | Cancel an order in the allowed statuses |
| Can waive cancellation fee | Skip the fee during a cancellation |
A typical marketplace setup: outlet owners and managers can cancel; only owners (or your admin team) can waive fees. Roles are managed in Users & roles.
Notifications
Section titled “Notifications”Individually switchable: notify the customer when their order is cancelled (with refund details), and notify the outlet when a cancellation happens elsewhere — for example, when your admin team cancels from the dashboard. See Communications.
Cancelling from the dashboard
Section titled “Cancelling from the dashboard”Your team can also cancel any order from the dashboard’s order views, choosing from the admin reason list. The same fee, refund, and notification settings apply, so the customer experience is identical whoever cancels — merchant or marketplace.
Cancellations in reports
Section titled “Cancellations in reports”Under Dashboard → Reports, a dedicated set of cancellation reports:
| Report | Route |
|---|---|
| Cancellation summary | /reports/cancellation-summary |
| Cancellation list | /reports/cancellation-list |
| Cancellation fees collected | /reports/cancellation-fees-collected |
| Aging refunds | /reports/cancellation-aging-refunds |
| Customer cancellation frequency | /reports/cancellation-customer-frequency |
| Pending refunds | /reports/pending-refunds |
The summary shows which outlets and reasons drive cancellations; customer frequency flags serial cancellers; aging and pending refunds surface money that hasn’t reached customers yet. See Reports.
Related: Editing & refunds · Order lifecycle · Wallet