Order Cancellation Guide

The process for cancelling an order in the DocuPet system depends on whether the order was processed as an Online Credit order or a Third-Party order. This guide outlines the steps and key considerations for each scenario.

Cancelling Online Credit Orders (DocuPet / Stripe)

Administrators cannot directly cancel orders processed through DocuPet’s online credit payment system (Stripe). These cancellations must be completed by the Administrator Support team.

Important Limitations

• Orders cannot be canceled once the month has closed. In these cases, only the associated license can be canceled to ensure accurate remittance reporting.
• If an order status is Processed, Fulfilled, or Shipped, the order will still be delivered even if it is later canceled.

How to Request an Online Order Cancellation

To request a cancellation, contact Administrator Support:

• Email: [e-mail].
• Phone: [phone].

Please include the following details on your request:

• Pet Owner ID.

• Order Number.

• Reason for cancellation request.

Cancelling Third-Party Orders

Administrators with the “Can cancel third-party orders” permission can cancel in-person shelter or front desk orders directly in the Admin system.

What is a Third-Party Order?

A third-party order is an in-person transaction processed at a shelter or front desk location, rather than through the online DocuPet system.

These orders typically include the following payment types:

• Offline Cash.
• Offline Check.
• Offline Debit.
• Offline Credit.

Requirements for Cancellation

• The order must be a third-party (in-person) order.
• The order status must be one of the following:
  • Ordered.
  • Processed.
  • Complete (no shipping required).

Steps to Cancel

1. Navigate to the Order History page for the relevant order.

2. Locate the Cancel button under the Order Summary link (do not open the summary itself).

3. Click on Cancel.

4. Confirm the action by clicking OK in the pop-up window.

For detailed instructions on canceling a third-party order, click here.

Post-Cancellation Outcomes

• The order status updates to Canceled.
• All associated licenses are invalidated.
• Tags will not be shipped.
• Payments are reversed or voided (where applicable).
• The action is recorded in the Activity Log, including user, date, and time.