> ## Documentation Index
> Fetch the complete documentation index at: https://help.kneadapp.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Handling Cancellations and Order Changes

> Cancel orders or make changes after an order is confirmed.

## 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.

## Cancelling an Order

### 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.

### 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**.

### 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.

### 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.

<Note>Good to know: Cancelling an order does not automatically issue a refund. You control the refund process through your payment settings.</Note>

## Making Changes to a Confirmed Order

### 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.

### 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**.

### 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.

<Tip>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.</Tip>

## 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.

### 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.

## Related Articles

* [Order Statuses Explained](/managing-orders/order-statuses-explained)
* [Converting Enquiries to Orders](/managing-orders/converting-enquiries-to-orders)
* [Reviewing and Accepting Enquiries](/managing-orders/reviewing-and-accepting-enquiries)

***

*Still need help? [Contact us](mailto:hello@kneadapp.co)*