Cancel orders on your online store

Instructions for Holvi merchants

To cancel a purchase made in your Holvi online store, you’ll need to mark the order as processed and then manually refund the payment to the customer.

As of 19 June 2026, the Finnish Competition and Consumer Authority (KKV) requires online stores to offer consumers a clear and easy-to-find cancellation function that allows them to cancel a contract formed online. When a customer requests a cancellation using the instructions above, you’ll receive an email informing you of this.

Regardless of how the cancellation has been requested, follow the steps below to cancel and refund an order in your Holvi store:

1. Respond to the customer
2. Update the order status
3. Refund the payment manually
4. 💡 Keep your bookkeeping clean

1.  Respond to the customer

When a customer submits a cancellation request, you'll receive an email from Holvi with the order details and a timestamp. You have up to 14 days from that notification to process the refund.

We recommend replying to the customer promptly to confirm you've received their request. Here's a template you can adapt:

Subject: Your cancellation request – Order #[RECEIPT NUMBER]

Hi [Customer name],

Thank you for getting in touch. We've received your cancellation request for order #[RECEIPT NUMBER], submitted on [DATE].

We'll review your request and be in touch shortly. If your cancellation is approved, we'll process your refund within 14 days of receiving your request.

If you have any questions in the meantime, feel free to reply to this email.

[Your name / Store name]

2. Update the order status

Orders can’t be deleted, so you’ll first need to remove the order from your open tasks.

1. Log in at Holvi.com.
2. Go to Online Store > Orders from the main menu.
3. Open the order you want to refund.

4. From the top right corner, click Options > Mark as processed.

   This confirms the order is handled, moving it from Pending and stopping reminders.

3. 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.

1. Go to Accounts > Make transfer > Bank transfer,orHome > Quick actions > Bank transfer.
2. Create a standard bank transfer.
3. Enter the customer’s IBAN and the refund amount.
4. Confirm and send the payment.

Tip 💡: 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.
• A transfer message: Include the original order receipt number (e.g., “Refund for #RECEIPT-000-2025”) on the transfer so it’s easy to identify.

This will make it easier to match the incoming payment with the outgoing refund later — for you and your accountant.

You can also create a new bookkeeping category for online store refunds to easily keep track.