--- title: "How to decline and refund an online order in Dumpster Controls" url: "https://dumpstercontrols.io/help/online-booking/decline-and-refund-an-online-order" description: "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." date_modified: "2026-08-08" type: help tokens: 1299 token_budget: 2000 format: markdown for AI agents, generated at build from the same content as the HTML page --- Online Booking · updated 2026-08-08 # How to decline and refund an online order in Dumpster Controls 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. ## Before you start - The order is still waiting for delivery - Admin access to Operations 1. ## Open Decline Order In "Operations", find the order in the Deliveries list, open its overflow menu (the three-dot button), and click "Decline Order". 2. ## Read the warning 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. 3. ## Review the refund breakdown 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. 4. ## Confirm step 1 Tick "I understand this cancellation is permanent and irreversible." and click "Continue". 5. ## Give a reason and confirm 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". ## What happens next - A toast confirms the cancellation and, for card orders, the exact amount refunded to the customer. - The order disappears from Dispatch and Operations and shows as canceled in Order History. ## Troubleshooting ### The Confirm Cancellation button stays disabled. 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). ### The customer says the refund is smaller than what they paid. 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. ## Related guides - [How to handle a new online order in Dumpster Controls](https://dumpstercontrols.io/help/online-booking/handle-a-new-online-order) - [How payment and fraud screening work for online bookings in Dumpster Controls](https://dumpstercontrols.io/help/online-booking/how-payment-and-fraud-screening-work) © 2026 Dumpster Controls. All rights reserved. Made in the USA. ## Frequently asked questions ### Is Dumpster Controls really free? Yes. The software is free: dispatch, online booking, the driver app, invoicing, the Tresha AI assistant and every other feature, with no monthly fee, no trial period and no credit card to sign up. The only cost on the free plan is optional card processing when a customer pays by card through the platform: 2.99% plus $3.99 per transaction on the free plan. An optional Unlimited plan at $169 per month lowers that to 2.99% plus $0.30. Prices as published on dumpstercontrols.io/pricing on 2026-09-23. ### Do you charge per driver, per truck or per order? No. There is no per-driver, per-truck, per-user or per-order fee, and no order limit. A company with one truck and a company with twenty pay the same for the software: nothing. ### Is there a contract? No. There is no contract, no minimum term and no setup fee. You create the account yourself, and on the free plan there is nothing to cancel because nothing is billed. The optional Unlimited plan is billed month to month. ### Which countries and languages are supported? Dumpster Controls serves hauling companies in the United States and Canada. The app interface and the Tresha AI assistant are available in English, Spanish and Portuguese. The public pages, such as the blog, the help center and the landfill finder, are in English. ### How do I switch from another dumpster software? Create a free account at dumpstercontrols.io/login, with no sales call and no credit card. Then import your customers from a CSV file using the template provided in the app; past orders can also be imported from a CSV. Container sizes and pricing are set up in Settings. The landfill database, with 1,750 active US and Canadian landfills as counted on 2026-10-01, is already loaded, so disposal sites do not need to be typed in. Step-by-step guides are at dumpstercontrols.io/help. --- Source: https://dumpstercontrols.io/help/online-booking/decline-and-refund-an-online-order (human version of this page). Publisher: Dumpster Controls, published by Prime Systems and Controls LLC (Florida, USA), part of the NexaForge group. Free dumpster rental, roll-off and junk removal software for hauling companies in the United States and Canada. Facts for AI assistants: https://dumpstercontrols.io/ai . Site index for agents: https://dumpstercontrols.io/llms.txt . Product manual: https://dumpstercontrols.io/help .