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How to Cancel or Refund an Order

Updated
Feature Availability User Permissions Time to Complete Skill Level
Philippine and US stores on Launch, Grow, Scale and the free trial Store owner, or a team member with Orders access (Edit to change statuses, Delete to delete orders) About 5 minutes per order, plus the time to send the refund Beginner

Summary

Overview: Prosperna has no single Cancel or Refund button. You cancel an order by changing its Order Status, and you record a refund by changing its Payment Status. Prosperna never sends money back to your customer: you refund them yourself, the same way they paid you. Cancelling also doesn't return stock, except in one case, so you may need to add the items back to your inventory.

Prerequisites:

  • A store on the Launch, Grow, Scale or free trial plan.
  • Store owner access, or a team member with Orders access (Edit).
  • The order you want to cancel or refund. See How to Manage Your Orders.

Step-by-Step Instructions

Step 1: Check what you can change on this order

  1. In the sidebar, click Orders, then click the Order ID.
  2. Look at Shipping Type and Payment Type. They decide what you can change:
Order Order Status you can set to cancel it Payment Status you can set
Manual Shipping or Store Pickup, paid by COD (Cash on Delivery) or COP (Cash on Pickup) Declined (before you ship), Delivery Cancelled or Returned Cancelled, Declined Payment, Refunded, Partially Refunded (also Paid and Awaiting Payment)
Manual Shipping or Store Pickup, paid online, by Manual Payments or by Pay by Invoice Declined, Delivery Cancelled or Returned Manual Payments and Pay by Invoice: Declined Payment (also Paid and Awaiting Payment). Online payments: can't be changed
Standard Delivery (J&T), Same Day (Lalamove) or USPS Can't be changed. The status follows the courier Manual Payments and Pay by Invoice: Declined Payment. Other payment types: can't be changed
QR Menu Cancelled Pay at the Counter: Declined Payment (also Paid and Awaiting Payment)
Lazada or Shopee Managed in Lazada or Shopee (Manage in Lazada / Manage in Shopee) Managed there

Payments made online (e-wallets, cards, Over the Counter, Pay via Xendit, your own Xendit account and Pay with Stripe) update by themselves, and their Payment Status can't be changed by hand. Neither can Bank Transfer payments.

Step 2: Cancel the order

  1. Under Order Information, choose the new Order Status (see the table above).
  2. Click Update at the bottom of the page.
  3. In Are you sure you want to update this order?, click Update.
  4. You see Successfully updated order.

Manual Payments and Pay by Invoice orders: instead of changing the order status, you can set Payment Status to Declined Payment. As the page says: Marking Paid moves this order to Processing. Declined Payment declines the order and restores stock.

QR Menu orders: once an order is Cancelled, you can't change it again. A Pay at the Counter order that you cancel gets the payment status Declined Payment.

Courier orders:

  • USPS: if you already bought a label and the parcel hasn't been handed over, click Cancel label on the order, then Cancel label again. You see USPS label cancelled. USPS will refund the postage. See How to Set Up USPS Shipping.
  • Same Day (Lalamove): when the delivery is Delivery Cancelled, you can send the order by J&T instead with Change Shipping Type. See How to Ship with Prosperna's Courier Partners.

Step 3: Refund your customer

Send the money back yourself, using the way the customer paid:

How the customer paid Where the money is How to refund
Cash on Delivery (Manual Shipping), Cash on Pickup, Pay at the Counter With you, in cash Return the cash yourself
Manual Payments (GCash, Maya, bank or another account you added) In your own account Send it back from that account
Pay by Invoice In the account behind the payment link you attached Refund it from that payment gateway or account
Pay via Xendit (Prosperna Payments) or your own Xendit account In your Xendit account Use your Xendit account. On Settings → Payments, open the Xendit card and click Xendit Dashboard
Pay with Stripe (US stores) In your Stripe account Use your Stripe account. On Settings → Payments, open the Stripe card and click Stripe Dashboard
Cash on Delivery with Prosperna's courier partners, card, e-wallet or over-the-counter payments collected by Prosperna, and Bank Transfer Collected by Prosperna The order page has no refund option. Email support@prosperna.com for help

What Xendit and Stripe let you do in their dashboards, and how long their refunds take, is decided by Xendit and Stripe, not Prosperna.

Step 4: Record the refund on the order (COD and COP orders)

For Manual Shipping COD and Store Pickup COP orders, record what happened:

  1. Under Payment, choose Refunded, or Partially Refunded if you returned part of the money. Use Cancelled if the customer never paid.
  2. Click Update, then Update again.

To record a partial refund, use the Orders list instead (see Troubleshooting):

  1. On the Orders page, tick the order.
  2. Click More, then Edit Payment Status.
  3. In Bulk Edit Payment Status, choose Partially Refunded and click Apply.

These statuses only record the refund. They don't move any money, and the amount refunded isn't stored.

For other payment types you can't set Refunded. Their Payment Status stays as it is after you refund the customer. Add a note in Additional Notes if you want a record on the order.

Step 5: Put the items back in stock

Cancelling, declining, returning or deleting an order doesn't return stock. The only exception is a Manual Payments or Pay by Invoice order that you mark Declined Payment: its stock is returned automatically.

Orders paid online (e-wallets, Over the Counter, Xendit, Stripe) only take stock once they are paid. An online order that was never paid didn't take any stock.

To add stock back:

  1. In the sidebar, click Products, then Inventory, and open the product.
  2. In Multilocation Inventory, type the number of units in Update Quantity for the store location the order came from, and click Update.

See How to Update Stock Levels.

Step 6: Know what your customer receives

When you save a new order or payment status, Prosperna notifies the customer the way they chose at checkout:

  • Email: your Order Delivery Notification email template, which tells them the order's new status. If you've switched this template off in Settings → Messaging → Email Templates, no email is sent.
  • SMS: for Declined, a text saying the order "has been declined"; for Delivery Cancelled, a text saying it "has been cancelled". Both ask the customer to contact you by phone or email. There is also a text for Returned.

There is no separate refund email. If you want to explain the refund, write it in Additional Notes, switch on Publish to Customer, and click Update twice. See How to Process and Fulfill an Order.

Deleting an order (Orders list → ... → Delete → Confirm) only removes it from your list. The customer isn't notified, and stock isn't returned.

Verify It Worked

Success criteria:

  • You see Successfully updated order.
  • The order shows the new Order Status and Payment Status, on the order page and in the Orders list.
  • For a declined Manual Payments or Pay by Invoice order, the product's stock goes back up, and the change appears in Inventory History.
  • The customer sees the new status on their My Orders page.

Troubleshooting

Common errors

  • "Invalid payment status." when you choose Partially Refunded on the order page: record it from the Orders list with More → Edit Payment Status (Step 4).
  • The Order Status shows as a label, not a list: the order uses J&T, Lalamove or USPS, or comes from Lazada or Shopee. You can't cancel it from Prosperna.
  • The Payment Status can't be changed: the payment was made online or by bank transfer. Refund the customer outside Prosperna (Step 3).
  • "No orders were updated. Selected orders have payment statuses controlled by payment gateways.": in bulk edit, none of the ticked orders has an editable payment status.
  • "Cannot update order status for QR Menu orders that are already Completed or Cancelled.": finished QR Menu orders are locked.
  • I can't find Cancelled in the Order Status list: Cancelled is only for QR Menu orders. For other orders, use Declined or Delivery Cancelled.
  • The stock didn't come back: only declined Manual Payments and Pay by Invoice orders return stock. Add it back yourself (Step 5).

Limitations & considerations

  • Prosperna can't refund customers for you, and changing a status doesn't move money.
  • Prosperna doesn't stop you from choosing any status, and the customer is notified as soon as you click Update. Double-check before you save.
  • Customers can't cancel orders themselves from your online store. They need to contact you.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/10/2026