Learn how you can:

REFUND AN ORDER

CANCEL AN ORDER

REJECT AN ORDER


REFUNDS

How to request a refund?

Refunds can be requested only for orders that were completed (marked as Delivered) and can be done in full or partial value.

To request a refund, follow these steps:

1. Find the order in your Order history screen

2. Open the order card by clicking the order in the table

3. Click Help > Request refund

4. Fill out the form.

Once you submit the form, we will refund it in under 24h (except Fridays, which then may take 48h).

How long does it take for my customer to get refunded?

Up to 30 days. Although we initiate the refund under 24h from the time you requested it, your customer's bank must still process the refund and apply it to their account. The processing time can vary between banks.

⚠️ Most banks do not send a refund SMS to the customer. The transaction must be checked on the Bank Statement or Card Statement.

Can a refund be canceled?

No. After you've issued a refund, it cannot be canceled. If the card that you have refunded is expired or canceled, the customer's new card is credited with the refund. In the rare case that the customer doesn't have a new card, the bank usually sends the refund to the customer's bank account.

How long do I have to issue a refund?

There's no time limit to issue a refund but you might not succeed in returning the funds after 60 days.

Can I refund a chargeback?

Chargebacks occur when the bank reverse a transaction, directly taking back the money and crediting back to the customer's account, at your expense. Such a transaction does not follow the refund rules. For more information regarding the chargeback process, please visit the dedicated article by clicking here.


CANCELLATIONS

How can I cancel an open order?

If you find yourself in a situation where you cannot create a customer’s order, one option is to cancel. To cancel an order that has already been Accepted, but not yet marked as Complete, you can just click on the Cancel button at the bottom of the Order details section:

Can a completed order be canceled?


No. After you have marked an order as completed, it cannot be canceled. The only option available would be to request a full or partial refund here.


REJECT

How do I reject an order?

If you find yourself in a situation where you cannot fulfill a customer’s order, then your second option is to reject it at any time. You can find the reject button at the bottom of the order card.

You will be able to select the reason why you're rejecting it.

The transaction will then be canceled and a message will be sent to the customer explaining why their order was rejected, and the reason for which will be supplied by you.

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