Cova | Dutchie E-Commerce - How to cancel an order with COVA and payment integrations

Learn how to cancel an online order when Dutchie E-Commerce is integrated with COVA point-of-sale, and Merrco or Moneris for payment processing.

Things to know

Merrco and Moneris payment integrations are only available for dispensaries located in Canada.
You must have appropriate settings permissions on your Dutchie E-Commerce user account to view integrations and orders. Please see your account administrator to update your account.

Locate the order in your Dutchie E-Commerce admin account within Past Orders on the Orders page.
- To view your past orders, select Past Orders from the drop-down menu.
- Use the Search Bar to search for the order by order number or customer name, and open the order by clicking on the blue order number.
After opening the order, click Cancel Order in the bottom right-hand corner of the page, and a pop-up modal will appear.
- Note for Merrco transactions: If you need to cross-reference a Dutchie E-Commerce order with the corresponding transaction in Merrco (Netbanx), click View Merrco ID within the Payment section of the order details at the top of the page.
Select a reason for the cancellation and click the blue “Submit” button.
- You may send an optional text message to your customer confirming the order cancellation by clicking the “Notify the customer via text message” checkbox.
A confirmation page will appear indicating the total amount of the order to be refunded. Upon clicking the blue “Confirm” button, the order will be cancelled in Dutchie E-Commerce and a credit will be processed in your payment integration account.

Now that you've canceled the order in Dutchie E-Commerce, refund the order in COVA to balance your inventory.

Note: It may take 3-5 business days for the refunded credit to appear on your customer’s credit card.

For any additional questions regarding the payment integrations and specific refunded orders, please contact your Merrco or Moneris representative.