---
title: "Understand cancellation status limits"
description: "Understand what a cancellation status can and cannot mean in the current Customer App."
canonical: https://docs.ordering.co/docs/products/customer-app/orders-support/cancel-order/
---

# Understand cancellation status limits

The current Customer App source does not provide a customer-facing control or request that cancels an order. This page is a status reference, not a cancellation procedure.

:::important Current Customer App boundary

A cancellation status shown in order details is a returned result. Seeing that status does not mean that the current Customer App submitted a cancellation or that a cancellation option is available.

:::

## What the current display establishes

| What appears                           | What it establishes                                                 | What it does not establish                                                                          |
| -------------------------------------- | ------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------- |
| An order without a cancellation status | The app has not presented that terminal result in the current view. | Cancellation eligibility or a hidden cancellation action.                                           |
| A returned cancellation status         | The order data received for display includes that status.           | That the customer used the current app to cancel, when the status changed, or why it changed.       |
| A cancellation entry in order history  | The app received a status-history record for display.               | A current cancellation control, request receipt, or reversible action.                              |
| A refund record, when present          | The app received separate financial information for display.        | That cancellation caused a refund, that a refund is complete, or that a refund action is available. |

Icons, color, progress styling, and navigation do not provide additional proof of cancellation or financial settlement.

## Cancellation, refunds, and support are separate

- **Cancellation** changes an order state.
- **Refund** concerns financial settlement and can have a different state and timing.
- **Support or messaging** is a separate communication surface when another experience independently provides one.

None of these surfaces proves that another one is available or complete. This guide does not establish a support channel, refund method, response time, or cancellation option.

## Loading, stale, and unavailable states

| State                            | Safe interpretation                                                                            |
| -------------------------------- | ---------------------------------------------------------------------------------------------- |
| Loading or offline               | The current order state is unknown; a previous display may be stale.                           |
| Unavailable or error             | No cancellation or refund outcome can be inferred.                                             |
| Status changed after reopening   | Only the newly returned state is presented; the app does not explain the underlying operation. |
| Order and refund displays differ | Treat them as separate unsettled records rather than assuming one completed the other.         |

A missing cancellation control is expected in the current Customer App and is not evidence of a broken hidden action. Do not interpret repeated navigation, refresh, Back, or reopening as a cancellation request or receipt.

## Accessibility boundary

Cancellation and refund meaning should be available in text. Do not rely only on an icon, color, progress marker, animation, or vibration to determine an order outcome. A screen-reader announcement or focus change also does not prove server settlement.

Do not infer a cancellation action or outcome beyond the status returned for your order. If your app offers a cancellation control, check its eligibility, confirmation, and refund terms before using it.

**Related guides:** [Understand order details and status](https://docs.ordering.co/docs/products/customer-app/orders-support/order-details/) · [View active and past orders](https://docs.ordering.co/docs/products/customer-app/orders-support/)