> ## Documentation Index
> Fetch the complete documentation index at: https://help.usetapp.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Cancel an unpaid online order

> Cancel an eligible guest order from History and check that the cancellation succeeded.

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.

## 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.

## 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.

## 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.

## 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](/en/history/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.

## 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.

## Related guides

* [Search and filter order history](/en/history/search-and-filter-order-history)
* [Understand order details and statuses](/en/history/understand-order-details-and-statuses)
* [Resume a payment or unfinished order](/en/history/resume-payment-or-unfinished-order)