Order, Payment, & POS Status Types Explained
Here is how to cancel an order in Direct Ordering:

Order, Payment, & POS Status Types Explained

There are five possible Order Statuses in Direct Ordering:

Pending- An order for a future date that has been placed, not yet approved, and not charged.
Open - An order for a future date that has been placed and approved, but not yet charged.
Held - Coming in a future iteration of the Direct Ordering Admin Panel, this is commonly used for creating catering invoices and will have the ability to be canceled/voided.
Closed - An order that has been placed, approved, and charged. This order status cannot be canceled; only refunded.
Void - An order that was previously in a Pending or Open state, that is now canceled.

Only two of these order statuses can be Canceled (otherwise known as Voided): Pending and Open.

Note: Canceling an order is different from Refunding an order. You can read more about refunding an order in this article: How to process a Full or Partial Refund.

Examples of the various combinations of Order, Payment, and POS status types are shown in the dashboard and explained in the chart below:

Order Status	Payment Status	POS Status	Explanation
Pending	Authorized	Queued	Order is placed for a future date, but not yet approved nor charged. It will not be sent to the POS until the date it is due. The customer may see a "pending" charge in their online banking up until the date the order is due and charged. Pending orders can be canceled, not refunded.
Open	Authorized	Queued	Order is placed for a future date and approved, but not yet charged. It will not be sent to the POS until the date it is due. The customer may see a "pending" charge in their online banking up until the date the order is due and charged. Open orders can be canceled, not refunded.
Closed	Paid	Success	Order is placed, approved (whether manually or automatically for ASAP orders), charged, and sent to the POS. The charge will now 'settle' on the customer's online banking. Closed orders cannot be canceled, only refunded.
Void	Void	Not Sent	An Order that was previously in a Pending or Open state, but was canceled before it was charged to the customer on its due date. It will never be sent to the POS. The customer may see a "pending" charge in their online banking for 3-5 days before it ultimately disappears.

Note: For a future order, the total amount is not actually charged to the customer's payment card until the day of the order. This workflow allows both the restaurant and customer to make changes to the order if the customer's needs change, while not having to worry about recharging or refunding them with every addition or subtraction from their original order. That being said, read this article for something to be aware of regarding adjusting orders for customers paying with Apple Pay.

Here is how to cancel an order in Direct Ordering:

How to Cancel (Void) an Order

Order, Payment, & POS Status Types Explained

Here is how to cancel an order in Direct Ordering:

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Order, Payment, & POS Status Types Explained

Here is how to cancel an order in Direct Ordering:

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