Cancellation Policy
When a customer or the store may cancel an order and what happens to stock and payment.
1. Pending PayMongo checkout
An unpaid PayMongo order may be cancelled or allowed to expire. Reserved inventory is released only after the system safely expires/confirms the remote checkout state, preventing stock from being released while a payment session can still complete.
2. COD orders
COD cancellation requests should be submitted before shipment. If approved before dispatch, the system restores the deducted inventory and records the movement in the audit trail.
3. Paid orders
A paid order cannot be silently cancelled and restocked while customer funds remain captured. When cancellation is approved after payment, the payment/refund and inventory records must be reconciled together.
4. Orders already shipped
Once shipped, cancellation may no longer be operationally possible. Refusing a valid shipment without an agreed cancellation can cause return-to-sender costs. If there is a defect, damage, wrong item or other valid issue, use the Returns & Refunds process instead.
5. Store-initiated cancellation
We may cancel an order when fulfillment is impossible, stock is unavailable, payment cannot be verified, an obvious pricing/technical error occurred, fraud or security abuse is reasonably suspected, or delivery is not possible. Any amount properly captured for a cancelled order must be addressed through the applicable refund process.
6. Request cancellation
Submit the order number and reason as early as possible. A request is not confirmed until the order status is updated or support confirms the cancellation.