You can cancel, refund, or change the quantity of items in an order before it’s shipped. You can manage orders in your Mollie Dashboard or the Mollie App.
What you need to know in advance
- Orders are different from payments. Click here for more information about refunding payments.
- You can’t partly cancel or adjust the quantity of items for discounted orders. For example, if your customer purchases 2 items from your store for a discounted price or deal, you can’t adjust or cancel 1 item and not the other.
Cancelling an order
Mollie Dashboard
- In your Mollie Dashboard, go to Orders and select the order you want to cancel. This will take you to the order details page.
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Scroll down to Basket and click Cancel.
- By default, this will cancel all items in the order. To keep an item in the order, select the specific item and click Don’t cancel.
- Click Confirm.
Mollie App
- Open the Mollie App.
- Go to Sales > Orders and select the order you want to cancel.
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Scroll down to Basket.
- To cancel a specific item, select the item and tap Cancel.
- To cancel the whole order, tap Cancel all. By default, this will cancel all items in the order. If you want to keep an item in the order, swipe on the item and select Don’t cancel.
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Review the order(s) you want to cancel on the Review cancellation screen.
- To keep an item in the order, swipe left on the item and select Don’t cancel.
- Tap Confirm.
Changing the quantity of an order
Mollie Dashboard
- In your Mollie Dashboard, go to Orders and select the order you want to adjust. This will take you to the order details page.
- Scroll down to Basket and select Cancel.
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Adjust the quantity of the item in the order.
- To increase the quantity, click +.
- To decrease the quantity, click -. It’s not possible to increase the quantity past the original amount.
- Click Confirm.
Mollie App
- Open the Mollie App.
- Go to Sales > Orders and select the order you want to adjust.
- Scroll down to Basket and tap Cancel all.
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Adjust the quantity of the item in the order.
- To decrease the quantity, tap the – button.
- To increase the quantity, tap the + button. It’s not possible to increase the quantity past the original amount.
- Tap Confirm.
Refunding an order
You can refund an order when the order is either Paid or Shipped.
Mollie Dashboard
- In your Mollie Dashboard, go to Orders and select the order you want to refund. This will take you to the order details page.
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Scroll down to Basket.
- To refund a specific item, click Refund next to the item you wish to refund.
- To refund the whole order, click Refund all.
- Click Confirm.
Mollie App
- Open the Mollie App.
- Go to Sales > Orders and select the order you want to refund.
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Scroll down to Basket.
- To refund a specific item, tap the item and select Refund.
- To refund the whole order, click Refund all.
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Review the order(s) you want to refund on the Review Refund screen.
- To remove a refund, swipe left and select Don’t refund.
- To decrease the quantity of an item you want to refund, tap -. To increase the quantity, tap +. It’s not possible to increase the quantity of the item past its original amount.
Read more
- What do the Klarna order statuses mean?
- What are the possible statuses for an order?
- What is the difference between orders, payments, shipments, and captures?