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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​

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

Cancellations​

Who can cancel and when​

StageCustomerYouNotes
pending (not yet accepted)✅✅Full refund
accepted✅ (within self-service window)✅Full refund
processing❌ (must request via support)✅You can cancel; select reason
ready_for_dispatch or later❌❌Admin only

Cancelling an order​

  1. Open the order in Orders
  2. Tap Cancel order
  3. Select a reason (required)
  4. Confirm

The customer is refunded automatically. You will not receive a payout for cancelled orders.

📸 Screenshot: Cancel order — reason selection screen

When admin cancels an order​

If BookMaMe cancels an order on your behalf (platform error, payment dispute, safety concern):

  • You receive an in-app notification
  • The order disappears from your active queue automatically
  • No action required from you
  • This does not count against your cancellation metrics
  • If you had already packed the order, open 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 picking/packing progress 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 — keep your stock quantities and availability up to date to reduce these.

Partial Cancellations (Item-Level)​

When an item is out of stock during picking, you can cancel individual items rather than the entire order.

  1. Open the order detail
  2. Tap the item that cannot be fulfilled
  3. Select Remove item
  4. Confirm

The order total is adjusted and the customer is refunded for the removed item(s) only. The order continues for the remaining items.

📸 Screenshot: Partial item cancellation — remove item from order

How partial cancellations affect your settlement:

Your payout is based on the items actually fulfilled. If 3 of 4 items are delivered, your settlement is calculated on those 3 items (minus service charge on the adjusted total).

Understanding Your Earnings​

How your payout is calculated​

Customer order total (for fulfilled items)
  − Service charge (platform fee)
  − Any platform-absorbed voucher discount (if applicable)
  = Your net earnings for that order

When are you paid?​

Payouts are triggered automatically when an order reaches delivered or completed status. Funds are transferred to your registered payout account (bank or MoMo).

Viewing your earnings​

  1. Finance → Finance Summary — high-level view of today, week, and month
  2. Finance → Settlement History — itemised list of settled orders

📸 Screenshot: Finance Summary — shop earnings overview
📸 Screenshot: Settlement History — order-level settlement list

Reading a settlement line​

FieldMeaning
Order referenceCustomer's order number
Fulfilled totalThe total for items you actually delivered
Service chargeAmount deducted by the platform
Net earningsWhat you receive
Payout statuspending, processing, paid, or failed
Payout dateWhen the transfer was made

Vouchers and mixed payments​

When a customer uses a BookMaMe voucher alongside another payment method:

  • The platform absorbs the voucher discount — you are paid as if the customer paid full price
  • Exception: if a promotional discount is partner-funded, the deduction appears as a separate 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 Finance Summary.

"An item was removed mid-order — why is my payout lower?"
Partial cancellations reduce the fulfilled total your payout is based on. Check the settlement line for a breakdown.

"A customer used a voucher — how does that affect my payout?"
It does not. BookMaMe absorbs the voucher cost. Your payout is based on the full listed price.

"My payout shows 'failed'"
Go to Settings → Profile and verify your bank or MoMo details are correct. If correct, open a support case with the settlement reference number.

Raising a Finance Dispute​

  1. Go to Support Cases
  2. Open a new case:
    • Issue type: Finance / settlement
    • Order reference(s) being disputed
    • Description of the discrepancy
    • Screenshots from Finance showing expected vs. actual amount
  3. The finance team will investigate and respond within the SLA period