To cancel an order made through your Holvi online store, you’ll need to mark the order as processed and then manually refund the payment to the customer.
Follow the steps below to complete the process.
1. Update the order status
Orders can’t be deleted, so you’ll first need to remove the order from your open tasks.
- Log in at Holvi.com.
- Go to Online Store > Orders from the main menu.
- Open the order you want to refund.
- From the top right corner, click Options > Mark as processed.
Why?
Marking the order as Processed confirms that you’ve handled it and progresses it from the Pending state, so you won’t receive reminders about that order.
2. Refund the payment manually
Once the order is marked as processed, return the funds to your customer. You’ll need to contact your customer for their IBAN or preferred return method.
- Go to Accounts > Make transfer > Bank transfer, or Home > Quick actions > Bank transfer.
- Create a standard bank transfer.
- Enter the customer’s IBAN and the refund amount.
- Confirm and send the payment.
💡 Keep your bookkeeping clean
Because refunds are issued as separate outgoing transactions (not automatic reversals), it’s important to record them clearly to avoid any bookkeeping confusion later.
We recommend adding:
- Order comments: Leave a note that the order was manually refunded, and details for the refund.
- Transfer message: Include the original order receipt number (e.g., “Refund for #RECEIPT-000-2025”) so it’s easy to identify.
This makes it easier to match the incoming payment with the outgoing refund later - for you and your accountant.