Articles on: Resmark

How to cancel and refund a product, or an entire order.

Sometimes plans don't work out, and your customer may need to cancel a product from their order or cancel the entire order. This article covers how to cancel products, edit cancellation fees, and process refunds.


If the order was placed through TrueConnect, your ability to make changes may be limited.


Canceling One or More Products


  1. Open the order that needs updating.
  2. Select Cancel.


Screenshot showing the Cancel button on an order


  1. A warning will appear informing you of any applicable cancellation policies and fees. Select Continue.


Screenshot of the cancellation policy warning dialog


  1. A list of all participants across all products will appear. Select the checkbox next to each participant you want to cancel.


Animated walkthrough of selecting participants to cancel


If the customer has already filled out participant details, their names will appear here. If they have not, default labels such as "Adult" or "Child" will be shown instead.


  1. Any cancellation fees will be calculated at this point. To change or remove a fee, click the blue text of the fee amount and enter a new value.


Animated walkthrough of editing the cancellation fee amount


If you do not see the option to edit the fee amount, your user permissions may not allow editing cancellation fees. Contact one of your Resmark administrators if you need access. You can also skip this step and edit the cancellation fee after the order has been canceled.


  1. Select Confirm. The cancellation will go through immediately and the order balance will update.


Screenshot of the Confirm button on the cancellation summary


Editing the Cancellation Fee on an Already Canceled Order


If you need to edit, add, or remove a cancellation fee after the order has already been canceled:


  1. Expand the Cancellation section on the order.
  2. Select Show Cost Summary.
  3. Click the blue text on any editable fee amount and enter the correct value.


Animated walkthrough of editing a cancellation fee on a canceled order


If your user permissions do not allow editing cancellation fees, you will need to ask an administrator in your organization to either grant you access or make the edit on your behalf.


Refunding an Order


A refund must be owed on the order before you can process one. The current balance can be viewed in the top right corner of the order overview.


Screenshot showing the order balance in the top right corner


  1. If a refund is due, select Issue Refund. The page will scroll down to the customer payment history.
  2. The option to Refund will appear on the right side of each payment. If multiple payments were made, you will need to refund each one separately.
  3. A refund manager will appear, allowing you to refund up to the original payment amount back to the original payment method. You can reduce the refund amount, but you cannot increase it above the original payment value.


If you do not want to refund to the original card, click the dropdown menu showing the original payment method and select an alternative such as Cash, Check, or External.


If the original payment was made too far in the past, your payment processor may block the refund. For example, Authorize.net will not process credit card refunds more than 120 days after the original payment. In that case, you may need to refund using an external payment method and settle with the customer outside of Resmark.


  1. If more than one payment method was used, repeat step 3 for each additional payment until the order balance reaches $0.00.


If you are still experiencing issues, contact our Support Team.

Updated on: 06/19/2026

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