How can I get a refund?
If you aren't satisfied with a seller, or they have stopped replying to your messages, you can always request a cancelation as long as the order isn’t completed. In any event, you will never be charged extra to cancel an order and your refund will be processed as soon as the order is canceled.
Here are the different ways to request a cancelation and a refund, depending on your order status. Depending on the status of your order, please follow the instructions accordingly. The process is clearly outlined, step by step. If the option to request a cancelation is not visible, it is either because an action is expected on your part or because the order has been completed.
My order is “Pending”
Your order hasn't been confirmed by the seller, and they haven't started working on it. You can immediately request for the order to be canceled by using the cancelation button located on the order management page.
🔥 Hot tip: From the moment you pay, sellers have 48 hours to accept an order request. If they don’t accept it within that time, the order is automatically canceled – you don't need to do a thing.
My order is “In Progress”
In this case, the seller should have started working on your order, so you need to ask for their agreement to cancel the order. There are two possible scenarios:
— The seller is still within the deadline, they are given the option to accept your request.
— The seller has missed the deadline, your cancelation request will be automatically approved.
My order is “Delivered”
You cannot ask for a refund straight away. The first thing you must do if you aren't happy with an order is to click on “Request revision” and express your issues to your seller. You'll find more info on this specific subject here. Once they reply to either accept or refuse your request for revision, you can then either ask for cancelation or move forward with the order.
My order is “Frozen”
Orders are frozen when a dispute has been raised between you and the seller. You will receive a refund if the mediator rules in your favor. The dispute process is described here.
My order is “Completed”
Once the order has reached this stage, you can no longer ask for a refund. There are numerous steps throughout the order process to protect you as a buyer. If it comes to this unfortunate stage, it is because the necessary requests weren't filed or the order expired. As such, the seller has been paid for his work and the money wired to his account.
💡 Our advice: If ever you wish to cancel an order, the best thing to do is have an open discussion with your seller. Talking about things is often the best way to convey your concerns and work through a misunderstanding. If you both agree to a cancelation, the seller can go ahead and cancel the order on their end.