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Overview

Things change. A customer might need to cancel, adjust quantities, or swap products after an order is confirmed. Knead gives you tools to handle these situations without losing track of the details.

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Cancelling an Order

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When to Cancel

Cancel an order when it can no longer be fulfilled — the customer withdraws, the date no longer works, or circumstances prevent delivery.

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How to Cancel

  1. Open the order in The Counter.
  2. Tap Cancel Order.
  3. Select a reason from the dropdown (customer request, out of stock, scheduling conflict, or other).
  4. Add an optional note with more context.
  5. Tap Confirm Cancellation.

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What Happens After Cancellation

  • Status changes — The order moves to Cancelled and is removed from your active list.
  • Calendar updated — The order is removed from The Sweet Spot, freeing up that capacity.
  • Production cleared — If the order was on The Pass, it is removed from your checklist.
  • Customer notified — The customer receives an email confirming the cancellation with your note.

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Impact on Invoices and Payments

  • Draft invoice (not yet sent) — The draft is voided automatically. No action needed.
  • Sent invoice (unpaid) — The invoice is marked as cancelled. The customer sees the updated status.
  • Paid invoice — The payment stays on record. You handle the refund separately through your payment provider. Knead marks the invoice as refund pending so you can track it.
Good to know: Cancelling an order does not automatically issue a refund. You control the refund process through your payment settings.

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Making Changes to a Confirmed Order

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Editing Quantities

  1. Open the confirmed order in The Counter.
  2. Tap the line item you want to change.
  3. Update the quantity.
  4. Tap Save Changes.
The order total recalculates automatically. If you already sent an invoice, you need to update or resend it to reflect the new amount.

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Adding or Removing Items

  1. Open the order detail view.
  2. Tap Add Item to search your product catalog and add a new line item.
  3. To remove an item, tap the remove icon next to the line item.
  4. Tap Save Changes.

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Changing the Date

  1. Open the order detail view.
  2. Tap the Order Date field.
  3. Select a new date from the calendar.
  4. Tap Save Changes.
The Sweet Spot updates to reflect the new date. Capacity on the original date is freed up, and the new date shows the added workload.
Pro tip: After making any change to a confirmed order, send the customer a quick update. Tap Notify Customer to email them a summary of what changed.

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Communicating Changes to the Customer

When you save changes to an order, Knead prompts you to notify the customer. You have two options:
  • Notify Customer — Sends an email with the updated order summary highlighting what changed.
  • Skip Notification — Saves the changes without emailing the customer. Use this for minor internal adjustments.
For cancellations, the customer is always notified automatically.

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Updating the Invoice

If you already sent an invoice and the order changes:
  1. Open the order and tap View Invoice.
  2. Tap Update Invoice to sync the line items with the current order details.
  3. Tap Resend to email the updated invoice to the customer.
The customer sees the revised total and updated line items. The original invoice version is kept in your records for reference.
Still need help? Contact us