How do cancellations and refunds work?
Updated 2026-10-10
Cancellation stops an order only when the order records it. A refund exists only when the payment record shows the refund.
What to do
- Open the order and see whether it can still be canceled.
- If it has shipped or been sent to a supplier, ask through a ticket instead of assuming it can be stopped.
- Read the payment status after any change.
Eligibility
Supplier-submitted orders may already be in fulfillment. Digital access may already have been granted.
If something goes wrong
- Do not pay a second time while the first payment is pending.
- Support will not confirm a refund that is not on the order.
Use the order reference in the ticket so the right payment is reviewed.
Was this article helpful?