Before we begin, here's two key guides to cancel orders on Toggle:
Does cancelling an order give an automatic refund to the customer?
No - cancelling an order on Toggle just means the gift card is automatically reduced to £0.
Toggle only stores the balance of a gift card and the customer details, but does not hold the payment made for the gift card; that payment is held on your payment gateway.
How do I access my payment gateway?
On Settings > Payment Settings on your Toggle dashboard you'll see what payment gateway your Toggle account is connected (it'll be highlighted in green).
To access the payment gateway, you'll need to visit their website directly (not through Toggle) and log in. If you're unsure on your payment gateway login details we recommend you ask someone on your team who might know - often it is your finance person/team who will have the details.
Does the customer get notified when an order is cancelled?
Yes - once you have cancelled an order the customer (who made the order) will be sent an automated and standardised email from Toggle to let them know their order has been cancelled.
Here's how the email looks in the inbox:
The subject line will say 'Order cancelled'.
Here's how the email looks:
The email will contain standardised wording to let the customer know their order was cancelled, including your account name, order number, and its value. There's also a link directing them to your Toggle shop.
Can I customise the cancellation email?
No - at the time of writing, this email cannot be customised or paused.
How do cancelled orders look on the Toggle reports?
Your Toggle reports will update in real-time showing the orders that have been cancelled. For example, on the Orders report on column L (Order Status).
How do cancelled orders show on the Purchases page on Toggle?
After cancelling an order, you'll see the order says 'Cancelled' on the Status column on the Orders page.
If you try to click onto that order you'll notice you can't view the full order details - instead, you will need to search the order number on your Toggle reports to get the full order details, such as the merchant transaction reference (the Orders report is a good one to find that information).
If you want, you can use the Status filter to see all cancelled orders on the Orders page, like shown below:
Can I cancel one gift card within an order with multiple gift cards?
No - it's not possible to cancel one gift card that's within an order of multiple gift cards or products. If you cancel the order, it will cancel all the gift cards within that order.
As an alternative method, we recommend you manually adjust the balance of the gift card that needs to be cancelled and add a note for why it's being 'redeemed' which will show up on your reports, for future reference.
Another option is you could cancel the whole order and then send the customer a new, free of charge order from your dashboard with the correct items the customer wants. This is bearing in mind that cancelling an order doesn't trigger a refund, therefore you won't lose the payment made on that order by sending a free replacement order.
Can I cancel a gift card that's already been used?
No - if you try to cancel an order containing a gift card that's already been used (redeemed or topped up) you will get a message saying: "This order cannot be cancelled".
If you would like the value of the gift card reduced to £0 we recommend you manually redeem the remaining balance on the gift card(s) within the order and also add a note for why it's being 'redeemed' which will show up on your reports, for future reference.