Process a cancellation or withdrawal request

Use this when a customer asks to cancel or reverse a booking, or invokes the German statutory withdrawal flow.

Steps

Open Sales > Orders.
Search by order number or customer name. For a receipt or ticket number, use the global Search box in the sidebar.
Open the order Overview.
Check order state, payment state, invoice state, tickets, vouchers, and event date.
Open History and review previous emails, payments, cancellations, or refunds.
If the customer used the withdrawal flow, open Sales > Withdrawals, find the statement by order number, customer, or email, and check the submitted details.
Use Cancel only when the order should be canceled. If the confirmation dialog says an email will be sent, KORONA Event completes the cancellation before it creates the cancellation confirmation.
Process refund or finance follow-up according to your payment and accounting workflow.
Send or resend customer communication only after the order state is correct.

Withdrawals while payment is outstanding

Customers can submit a withdrawal for a placed order before payment is complete, including bookings paid by invoice or on site. An unfinished cart or an inquiry that has not been submitted as an order has no positions available for withdrawal.

If payment processing prevents automatic completion, KORONA Event checks the waiting declaration again in the background. It can complete once the financial checks permit it, including when the selected positions were cancelled after submission. Previously cancelled positions are not cancelled again, and the withdrawal receipt is not resent.

If an unpaid order automatically cancels and all withdrawn positions are cancelled, KORONA Event can mark the declaration as processed even when the product normally requires manual review. This applies only when there is no payment, invoice, voucher or usage history requiring follow-up. The original acknowledgement remains unchanged; no additional receipt email is sent.

Other declarations requiring a staff decision remain in manual review. Rejected declarations and declarations reopened by staff are not automatically processed. Continue to use the review actions below for these cases and for declarations that remain blocked by financial reconciliation.

Review previously cancelled positions

Open the statement under Sales > Withdrawals and check the order and payment history. For an already cancelled order, select Complete review. If only some selected positions were cancelled earlier, use Cancel withdrawn items to process the remaining positions.

When the earlier cancellation has no payment or invoice history requiring reconciliation, review completes without cancelling those positions again. The statement keeps its original submission time, and its history explains that previously cancelled positions were recorded.

If KORONA Event asks for financial reconciliation, contact support before completing the review. A cancelled order with no balance due does not by itself prove whether a payment was received or refunded.

If a statement was rejected by mistake, select Reopen review, then review it again. Reopening requires permission to update orders. It records the correction and returns the statement to manual review; it does not cancel positions, issue a refund, or send another receipt email.

Decide the workflow

Request	Product checks
Customer wants to cancel before event	Order state, cancellation policy, payment state, and whether capacity should be released.
Customer invokes withdrawal	Withdrawal eligibility, exclusions, submission time, and finance process.
Customer wants refund after attendance	Ticket scan state, event date, payment provider, and policy approval.
Wrong booking was made	Rebook or cancel according to capacity, invoices, and customer communication.

Expected result

The order state, payment state, invoice state, capacity, and customer communication all match the approved decision. When a cancellation email is expected, History shows a cancellation confirmation with the corresponding subject after the order is canceled.

Troubleshooting

Problem	What to check
Cancel button is unavailable	Permission, order state, payment state, invoiced items, and whether the order is already canceled.
Refund is not visible	Payment provider, invoice state, manual finance process, and whether the payment was external or POS.
Customer claims withdrawal but record is missing	The Sales > Withdrawals list, the shop withdrawal flow, order number, customer email, and submitted timestamp.

Cancel an order with a locked voucher

When cancellation requires a voucher reversal, KORONA Event checks the voucher status before you can confirm. A locked voucher prevents cancellation.

In the cancellation dialog, use Copy voucher number for each affected voucher.
Ask KORONA Support to unlock the voucher.
Select Check again in the dialog.
Review the correction invoice and confirm the cancellation when the check succeeds.

While the dialog blocks cancellation, the order remains unchanged and no refund is initiated. If the voucher status cannot be checked, try Check again after the connection is available.

Complete a pending voucher reversal

If an invoice shows Voucher reversal pending, the voucher balance reversal has not completed in KORONA. This status is separate from the customer's payment refund.

Open the correction invoice under Sales > Invoices.
If the voucher is locked, ask KORONA Support to unlock the listed voucher.
Select Retry voucher reversal. This requires permission to update invoices.

The action retries only the outstanding voucher reversal. It does not create another invoice or repeat a payment refund. The notice disappears when the reversal is confirmed; invoice export continues separately.

If the result of an earlier reversal is uncertain, KORONA Event does not send another debit. Contact support to reconcile that reversal. This can also apply to older reversals whose outcome cannot be confirmed automatically.