Online Booking · updated 2026-08-08
If you cannot serve an online order, the Decline Order flow cancels it and refunds the customer's card, minus a cancellation fee that covers non-refundable processing costs.
In "Operations", find the order in the Deliveries list, open its overflow menu (the three-dot button), and click "Decline Order".
The dialog is titled "Decline Order" and warns: "This action is irreversible". "Once canceled, this order cannot be restored. It will be removed from Dispatch and appear in Rental History as canceled." For card-paid orders, a "Refund window" countdown may show how much time is left to refund.
For a card-paid order, the dialog shows "Refund the customer" with a breakdown: "Original charge", minus "Cancellation fee (Dumpster Controls)", equals "Customer receives". The note explains the cancellation fee covers non-refundable Stripe and Dumpster Controls processing fees. Cash orders show "Cash Payment" (handle the refund directly with the customer); unpaid orders show "No Payment Made"; orders already refunded straight on Stripe show "Payment already refunded on Stripe" and will not trigger a second refund.
Tick "I understand this cancellation is permanent and irreversible." and click "Continue".
On the "Final Confirmation" step, write the "Reason for cancellation" (minimum 10 characters; "The customer will receive this message by email."). For card refunds, also tick the acknowledgment that a cancellation fee will be deducted from the customer's refund. Finally tick "Yes, I confirm. Cancel this order now." and click "Confirm Cancellation".
All required items must be complete: the reason needs at least 10 characters, and every checkbox on the step must be ticked (including the fees acknowledgment on card-paid orders).
That is by design: the cancellation fee (non-refundable Stripe and Dumpster Controls processing fees) is deducted from the refund, exactly as shown in the breakdown before you confirmed.
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