Cancelling and refunding an order

When a customer places an order through your Breadstack storefront, the order is also created in your POS.

Because of this, refund and cancellation options depend on order status and payment method. Some credit card refunds happen automatically in Breadstack, but most cash and e-transfer refunds must be completed directly in your POS.

To cancel and refund an order:

1. Check Order statuses and what you can do
2. (If eligible) follow the steps for cancelling an order in Breadstack
3. (If needed) follow the steps for processing a refund in your POS
   
   

Order statuses and what you can do

On Hold

Orders appear as On Hold when payment has not been completed. For example, you haven't received the customer's e-transfer, or the customer selected in-store pickup and will be paying in-store.

You can cancel On Hold orders directly in Breadstack.

Processing

An order enters Processing once payment has been received and it’s ready for fulfillment. You can cancel these orders in Breadstack, but your available refund actions depend on how the order was paid.

For credit card payments

Cancelling the order in Breadstack will automatically trigger a refund to the customer’s card. No additional action is required in your POS.

For non-credit-card payments (cash, e-transfer, etc.)

You can cancel the order in Breadstack, but the refund will not be automatic. You must process the refund directly in your POS.

Completed

Orders marked Completed can no longer be cancelled or refunded in Breadstack. You must process the refund directly in your POS. Breadstack will update the order status after the POS reports the refund 

Cancelling an order in Breadstack

To cancel an order in Breadstack (after confirming above that it is eligible):

1. Visit Orders > All Orders and search for the order you would like to cancel.
2. In the order details screen, open the menu in the corner of the Summary panel.
3. Click Cancel order. 
   

Processing a refund in your POS

Breadstack requires refunds for non-credit-card payments to be completed in your POS. The steps vary slightly between Greenline and Cova.

Refunding in Greenline

Before you start, open the Order Details in Breadstack and copy the order’s POS ID. You'll need this to find the order in Greenline.

Once you have the POS ID.

1. Open your Greenline POS and go to the Sales tab.

2. Search for the sale using the POS ID in the Sale ID field.

3. Select Refund.

4. Enter the refund amount.

   • You can process a full or partial refund.

   • Note that you can also refund shipping fees separately in Greenline.

5. Confirm the refund.

Refunding in Cova

Before you start, find the order’s POS ID in Breadstack (you'll need this to search for the order in Cova). The POS ID is located under the order number in the All Orders list.

Once you have the POS ID:

1. Open your Cova POS and go to the Invoice tab.

2. Search for the order using the POS ID in the Invoice # field.

3. Select Refund.

4. Choose whether to refund the entire order or specific item(s).

5. Enter the refund amount and confirm the refund using the correct payment method.