Summary
Log into Toggle
Click on Purchases > Orders
Locate the order and click onto it
Click the red 'cancel order' button
Click the green 'Cancel order' to confirm
Please note: Cancelling an order does not trigger a refund. All refunds need to be actioned separately through your payment gateway. More info here.
✨Recently updated: orders can now be cancelled even when they're already in a processing or fulfilled state. See the section below for what to expect.
✨Recently updated: cancelled orders can now be clicked into from the order list to view their details. Previously, once an order was cancelled you couldn't click into it.
Cancelling an order that's already processing or fulfilled
If an order is already being processed or has been marked as fulfilled, you can still cancel it from the order list or the order detail page. Before it's confirmed, you'll see a warning dialog explaining that cancelling now won't stop the fulfilment process if it's already underway.
Confirmation dialog when cancelling a processing/fulfilled order
If you go ahead:
The customer receives an email explaining their order was cancelled, but that a card may still arrive in the post with no balance on it
The order is clearly marked as cancelled on the order page, with each individual line item also marked as cancelled
The order is reachable and clearly flagged from the order list too
Order page after cancellation — banner and line-item status
⚠️ Cancelling at this stage doesn't recall a card that's already being dispatched. If a customer contacts you after cancelling, let them know a card may still turn up, but it won't have any balance loaded.
'This order cannot be cancelled'
If you see this message after clicking Cancel Order this is because one or more cards have had actions that cannot be reversed e.g. a gift card has been redeemed (or partly redeemed) or topped up.
If you would like the value of the order to be reduced to £0 we recommend you manually redeem the remaining balance on the gift card(s) within the order like shown here.