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Orders & Fulfillment
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Cancel an order

How cancelling works — and why the refund is a separate, deliberate step.

Updated July 4, 2026

To cancel, set the order's stage to Cancelled in the Manage tab. Cancelling stops fulfillment — it deliberately does not move any money on its own.

  • Unpaid order (a cash-later order that never showed): just cancel it — there's no money to return.
  • Paid order: cancel it, then issue the refund as its own step. Refunding an order in full also moves it to cancelled automatically (unless it's already completed, which stays completed-but-refunded), so either order of operations works.
  • Telling the customer: cancellation doesn't auto-email the customer — use the Send follow up action to let them know what happened, especially if you're cancelling because you ran out of something.
Note: Keeping cancel and refund separate is intentional — it means a mis-tap on a status can never silently move money.
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Frequently asked questions

Questions about cancelling orders

Practical answers about cancelling orders in KitchenRush.

Does cancelling an order automatically refund the customer?

To cancel, set the order's stage to Cancelled in the Manage tab. Cancelling stops fulfillment — it deliberately does not move any money on its own.

Paid order: cancel it, then issue the refund as its own step. Refunding an order in full also moves it to cancelled automatically (unless it's already completed, which stays completed-but-refunded), so either order of operations works.

Does a cancellation automatically notify the customer?

Telling the customer: cancellation doesn't auto-email the customer — use the Send follow up action to let them know what happened, especially if you're cancelling because you ran out of something.