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Use this action when a guest order should no longer be fulfilled and payment has not started. Check with your team before cancelling, especially if someone else is serving the guest or taking payment.

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Who can do this?

Owners, Managers and Staff can cancel eligible orders for their shop. You must be signed in to that shop and able to find the order in History.

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Where to do it

In the web app, open History and choose Online orders. This list shows orders placed through the guest ordering page. Search by order number and adjust the dates if needed. The list offers Cancel for submitted unpaid orders and orders marked Pay later. It does not offer this action once payment has started, for paid orders or for orders already cancelled.

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Confirm the cancellation

  1. Check the selected shop, order number and current payment status.
  2. Select Cancel beside the order.
  3. Read Cancel guest order? and check the order number again.
  4. Choose Keep order to leave it unchanged, or Cancel to submit the cancellation.
  5. Wait for the result, then check the order in History. Confirm that its status is Cancelled before treating the request as finished.
An open confirmation has not cancelled anything. While cancellation is being processed, wait for the response instead of repeatedly selecting the action.

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Troubleshooting

If an error appears, refresh the same order and check its current status. A Pay later order can change back to an unpaid submitted order even if the final cancellation fails. Do not assume that an error left everything unchanged. If the guest reports a charge or another team member has started payment, check the payment result first. Cancellation is not a refund. For a paid order, follow Refund an order. Contact Tapp support with the order number and displayed message if the result remains unclear. Avoid creating a replacement order until you understand what happened to the original.

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Platform and market notes

These steps describe the web app for shops in Great Britain and Germany. They cover the cancellation action in Online orders; other payment screens have different controls. Use a working internet connection and check the saved result after any interruption.