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Cancellation and Finance

Version: v1.1
Last Updated: May 30, 2026

Module Menu Path​

  • Orders → order detail → Cancel order
  • Finance → Finance Summary / Settlement History / Cancellation Refunds
  • Support Cases → for finance disputes

Required Access​

  • restaurant.orders.manage — to cancel an order
  • restaurant.finance.view — to view earnings and settlement
  • restaurant.support_cases.manage — to open a finance dispute

Cancellations​

Who can cancel and when​

StageCustomer can cancelYou can cancelNotes
pending (not yet accepted)✅✅Full refund to customer
accepted✅ (within self-service window)✅Full refund to customer
preparing❌ (must request via support)✅You can cancel; select reason
ready_for_dispatch or later❌❌Admin only — contact support

Cancelling an order yourself​

  1. Open the order in Orders
  2. Tap Cancel order
  3. Select a cancellation reason (required — this affects platform metrics)
  4. Confirm

The order status moves to cancelled. If the customer paid online, their refund is triggered automatically. You will not receive a payout for a cancelled order.

📸 Screenshot: Cancel order — reason selection screen

When admin cancels an order​

In some cases — such as a payment dispute, a platform error, or a safety concern — the BookMaMe team will cancel an order on your behalf. When this happens:

  • You receive an in-app notification that the order was cancelled by the platform
  • The order disappears from your active queue automatically
  • No action is required from you
  • You will not be penalised on your cancellation metrics for admin-initiated cancellations
  • If the order was already prepared, you can raise a support case to request compensation

When a customer requests a cancellation you disagree with​

If a customer contacts you directly requesting a cancellation after the self-service window has passed, direct them to the BookMaMe support team. You do not have the ability to approve late customer cancellations — only admin can do that, and they will consider the order stage and your preparation status before approving.

Impact on your metrics​

Cancellations you initiate count against your acceptance and completion rate. Repeated partner-initiated cancellations may affect your visibility in search results. Cancellations caused by out-of-stock items still count — update your menu availability to reduce these.

Understanding Your Earnings​

How your payout is calculated​

For each completed (delivered or picked up) order:

Customer order total
  − Service charge (platform fee, shown as a percentage)
  − Any voucher discount absorbed by the platform (if applicable)
  = Your net earnings for that order

The service charge percentage is set by BookMaMe and is visible in Finance → Finance Summary.

When are you paid?​

Payouts are triggered automatically when an order reaches delivered or completed status. You do not need to request payment. The funds are transferred to your registered payout account (bank or MoMo).

Viewing your earnings​

  1. Go to Finance → Finance Summary for a high-level view of today, this week, and this month
  2. Go to Finance → Settlement History for a list of individual settlement batches with details per order

📸 Screenshot: Finance Summary — earnings overview
📸 Screenshot: Settlement History — list of settlement batches

Reading a settlement line​

Each settlement line shows:

FieldMeaning
Order referenceThe customer's order number
Order totalWhat the customer paid
Service chargeAmount deducted by the platform
Net earningsWhat you receive
Payout statuspending, processing, paid, or failed
Payout dateWhen the transfer was made

What happens with vouchers?​

When a customer uses a BookMaMe gift voucher or promo voucher:

  • The platform absorbs the discount — you are paid as if the customer paid full price
  • Exception: if the platform specifies that the partner absorbs part of a promotional discount, this will be shown as a separate deduction line in your settlement

Common Finance Questions​

"Why is my payout lower than the order total?"
The service charge is deducted before your payout. The exact rate is shown in your Finance Summary.

"An order was refunded after I prepared it — do I still get paid?"
If the refund was due to a platform or delivery error (not your fault), your earnings are protected. If the refund was due to your cancellation or an issue with your order, the earnings are not paid. Contact support if you believe a deduction was incorrect.

"My payout shows 'failed' — what do I do?"
Go to Settings → Payout account and verify your bank or MoMo details are correct. If the details are correct, open a support case with the settlement reference number.

Raising a Finance Dispute​

If you believe a settlement is wrong:

  1. Go to Support Cases
  2. Open a new case with:
    • Issue type: Finance / settlement
    • The order reference(s) you are disputing
    • A brief description of the discrepancy
    • Screenshots from your Finance section showing the expected vs. actual amount
  3. The finance team will investigate and respond within the SLA period

📸 Screenshot: Open support case — finance issue type selected