Process a cancellation or withdrawal request

Use this when a customer asks to cancel, withdraw, or reverse a booking.

Steps

Open Sales > Orders.
Search by order number or customer name. For a receipt or ticket number, use the global Search box in the sidebar.
Open the order Overview.
Check order state, payment state, invoice state, tickets, vouchers, and event date.
Open History and review previous emails, payments, cancellations, or refunds.
If the customer used the withdrawal flow, open Sales > Withdrawals, find the statement by order number, customer, or email, and check the submitted details.
Use Cancel only when the order should be canceled.
Process refund or finance follow-up according to your payment and accounting workflow.
Send or resend customer communication only after the order state is correct.

Request	Product checks
Customer wants to cancel before event	Order state, cancellation policy, payment state, and whether capacity should be released.
Customer invokes withdrawal	Withdrawal eligibility, exclusions, submission time, and finance process.
Customer wants refund after attendance	Ticket scan state, event date, payment provider, and policy approval.
Wrong booking was made	Rebook or cancel according to capacity, invoices, and customer communication.

The order state, payment state, invoice state, capacity, and customer communication all match the approved decision.

Problem	What to check
Cancel button is unavailable	Permission, order state, payment state, invoiced items, and whether the order is already canceled.
Refund is not visible	Payment provider, invoice state, manual finance process, and whether the payment was external or POS.
Customer claims withdrawal but record is missing	The Sales > Withdrawals list, the shop withdrawal flow, order number, customer email, and submitted timestamp.