Cancelling orders, cash and your invoice
Most orders need nothing from you. The ones that do are the no-shows and the mistakes — and how you handle those decides both what your customer is told and what you're invoiced for. It takes seconds, and it's worth knowing why it matters.
Your orders in Pekkish should match what actually happened
Pekkish counts what's in your order list. That's what your customers see, what your kitchen prints, and what your invoice is worked out from. So an order that didn't happen — a customer who never turned up, a duplicate, something you agreed to call off over the phone — should be cancelled in Pekkish, not just left.
This one is on you, and it's quick. We can't tell from here whether a lunch was collected. If an order sits in your list as though it happened, it counts as though it happened.
Cancelling an order
Open the order and press Cancel order. Your customer is emailed automatically and told what happened to their money — you don't need to write to them separately.
Paid online by card
The button says Refund and cancel, because that's what pressing it does: the refund goes back to the card automatically, out of your Stripe balance, and usually appears for the customer within 5–10 business days. You don't need to do anything in Stripe, and you shouldn't — refunding there as well would refund twice.
Paying in person — cash or card machine
Here we genuinely can't tell whether the money changed hands, so we ask you rather than guess. On an order due today or already past, cancelling asks:
Cancelling — had they paid? [ They had paid ] [ They hadn't ]
Your answer decides what your customer is told:
- They had paid — they're emailed to say you'll return their money. Pekkish can't do that for you: cash you took has to be handed back by you.
- They hadn't — they're emailed to say there's nothing to refund.
It's also recorded against the order, so if anyone asks a week later you can look it up instead of trying to remember.
Why this affects your invoice
Pekkish's commission is worked out from the orders your shop took. Cancelling an order takes it back out of that figure. So:
- A no-show you cancel doesn't count towards your invoice.
- A no-show you leave sitting in the list does — because from here it looks like an order you served.
Cancelling no-shows promptly is how you make sure you're invoiced for the lunches you actually sold. It takes a few seconds per order and it's the only way we can tell the difference.
Closing a whole day
If you're closing for a day and orders are already in for it, don't cancel them one by one — the day's order list has Cancel all … and tell the customers, which cancels them together, refunds the card ones and sends one email each carrying whatever message you write. See Going on holiday.
Who can do it
Anyone on your team, including staff — it's part of running the counter, and the customer is usually standing there. Every cancellation is recorded under Activity with who did it, so you can always see what happened and who to ask.
Stuck on something? Contact support.