Canceling an order stops a scheduled pickup or delivery and, in most cases, lets you refund the customer at the same time. How you cancel depends on whether the order is a standard (a la carte) item or a subscription, and on who is doing the canceling.

Who can cancel what

  • Farm admins can cancel any order, including standard orders and subscriptions, from the dashboard.
  • Customers can cancel their own standard (a la carte) pickups from their account, as long as they are within the farm's change window.

Canceling a standard order as a customer

If you are a shopper, go to Orders in your account and open the Schedule tab. For a la carte pickups or deliveries, you will see options to Cancel or Reschedule. There is a deadline for canceling and rescheduling, set by the farm, so you may not be able to cancel very close to the pickup or delivery time.

Canceling a standard order as a farm admin

Go to Orders, find the order, and click the order number to open the Order Detail page. From there you can:

  • Cancel the whole order by clicking Cancel Order in the top right, or
  • Cancel specific items in a multi-item order by ticking the checkboxes next to those items and clicking Cancel Items.

Either action opens the cancellation pop-up described below.

The cancellation pop-up

When you cancel an order or items, a pop-up appears where you choose the cancellation date and refund details.

  • Cancellation Start: A dropdown of available dates that tells the system when the cancellation begins. It defaults to today. For a subscription, this is how you control which pickups are canceled and how much is refunded going forward: pickups on or after this date are canceled, and the refund is calculated from it.
  • Amount paid and pickups received: This section shows how much the customer has paid so far and how many pickups they have already received, so you can refund the right amount.
  • Refund option: Choose Refund in full, Refund and deduct non-refundable processing fees, or No Refund. The Refund Amount updates to match your choice.
  • Where the refund goes: Choose Bank & Credit Card to send the money back to the customer's original payment method, or Farm Credit, which the customer can spend in your shop. You cannot split a refund between the two on this screen; to do that, use the invoices or customer detail page.

When you are ready, click Confirm Cancellation.

Refunding fees, or choosing not to

Stripe and GrownBy processing fees are not returned to you when you issue a refund. That is why the pop-up gives you three choices:

  • Refund in full returns the full amount the customer paid, and your farm absorbs the processing fees.
  • Refund and deduct non-refundable processing fees returns the customer's payment minus those fees.
  • No Refund cancels the order without returning any money.

Canceling a subscription

Only a farm admin can cancel a subscription. You can do it two ways:

  • From the Order Detail page, click Cancel Order and use the cancellation pop-up above. Use the Cancellation Start date to tell the system which pickups to cancel and refund from.
  • From the Customer Detail page, open the Subscriptions section, click the three-dot action menu for the share, and choose to cancel it.

Note that you cannot refund just one week of a subscription. If a customer needs to skip a single pickup, use vacation weeks instead. See Vacation Weeks for details.

After the pickup or delivery date has passed

Once an order's pickup or delivery date has passed, you can no longer cancel it. You can still issue a refund, but only through the invoices page, and refunding there does not cancel the order. See Refunds in GrownBy.

Orders paid offline

If you cancel an order that was paid with an offline or manual payment method, the pop-up will not offer refund options. You will need to refund the customer outside of GrownBy, or manually give them farm credit from the customer detail page.