When a customer requests the cancellation of an order placed through VTEX Sales App, the sales associate must follow the procedures described in this article.

If the order was paid by Direct Sales - Debit or Credit and the customer is no longer in the physical store, meaning they cannot use their card in the terminal, the order must be canceled in Orders > All Orders, in the VTEX Admin. This can only be done by a user with OMS - Full access profile by following the guidelines in the tutorial How to cancel an order.

In this case, the order will not be canceled immediately. The time range is determined by the acquirer and can take from 30 minutes to 24 hours.

If the customer is in the store when requesting the cancellation, follow the steps below.

1. In the VTEX Sales App menu, click on Latest sales.

2. In the order list, click on the order you want to cancel.

3. Click on Cancel the whole sale to cancel the entire order, or Cancel sale of this package to cancel only the items in a specific package.

4. In the confirmation screen, click on Cancel the whole order or Cancel sale of this package to proceed, depending on the option selected in the previous step.

5. Follow the specific instructions to refund the payment, according to the chosen payment method.

   • Cash
   • Direct Sales - Debit or Credit

If the canceled order was paid in cash, it must be manually refunded, which means the amount must be returned to the customer in cash.

After following the steps described in Scenario 2, you will see a screen indicating that the Cash payment was refunded.

To return to the canceled order details page, click on the arrow at the top menu bar of VTEX Sales App.

In the case of orders paid by Direct Sales - Debit or Credit where the customer requests the cancellation while in the physical store, the payment must be manually refunded via the VTEX Sales App app.

After following the steps described in Scenario 2 to cancel the order, you will see the list of payments for the order.

To refund a payment made by Direct Sales - Debit or Credit, follow the steps below.

1. Click on Refund to be redirected to the VTEX Payment app.
2. In the VTEX Payment app, wait for the following message: Insira ou passe o cartão (Insert or swipe the card).
3. Insert the card used in the purchase in the same terminal where the payment was made.
4. Wait for the terminal to process the refund. When the payment terminal indicates that the refund was successful, remove the card from the terminal.
5. The VTEX Payment app will take you back to VTEX Sales App, where you will see a confirmation screen.
6. Click on Select payments to return to the list of payments for the order.
7. Repeat the procedure in case there are other payments for the order. Otherwise, to return to the canceled order details page, click on the arrow on the top menu bar of VTEX Sales App.