Cancelling an order: the whole thing, or just part of it

Changing your mind after ordering is ordinary: the colour is wrong, you ordered twice, or you no longer need the thing. On Dona you do not have to cancel the whole order for that — the unwanted part can be taken out on its own.

What partial cancellation means#

The cancellation screen lists the products in your order. You tick the ones you want to cancel. If you bought more than one of something, you also choose how many — two out of three, say.

Whatever you leave alone carries on as normal. One wrong choice does not have to break the entire order.

At the bottom of the screen the sum updates as you select. You see how much is coming back before you confirm. If you tick everything, the app says so plainly: that is the same as cancelling the whole order.

How the money comes back#

There is one rule: the money goes back the way it came in.

• Paid through Click — back to Click.
• Paid by card — back to that same card.
• Paid from the in-app wallet — back to the wallet.

A request to refund to a different card, or in cash, is not accepted. And if you chose cash on delivery, there is nothing to refund at all: the amount has not been taken yet, so once the order is cancelled you simply pay nothing.

Sometimes the refund shows up straight away; sometimes it is recorded and your payment provider sends it separately. In the second case the app says so, so you know the money is not lost, only not visible on the account yet.

If you spent kivi, that comes back too: kivi returns as kivi and money returns as money.

When cancelling is no longer possible#

The further an order has travelled, the less room there is to cancel. Once the seller has picked the item, packed it and handed it to a courier, striking a line off the list is no longer physically possible.

That is why the screen sometimes says individual products can no longer be cancelled on this order. Cancelling the whole order may still be open. If that is closed too, the order has gone into delivery — in which case you accept the item and use the returns process instead.

A return is not a cancellation: you cancel before the thing arrives, and you return it after it is in your hands.

What to check before you cancel#

Two things are worth a look before you press cancel.

The first is the order status. While it is still being picked, your options are wide open. Once it says it is on its way, the choice narrows. The status sits at the top of the order page.

The second is the other items in the order. Sometimes one order holds goods from several shops. Each shop picks its own part separately, so cancelling one shop’s part does not touch the other.

If you still want the item but in a different size or colour, cancelling and ordering again is usually the fastest route. It is more certain than waiting for the seller to agree: the new choice is fixed in a new order straight away.