Seller order process: Order cancellation

The order has been canceled, and the money linked to the order on the escrow account has been fully refunded to the buyer.

📌 If the client asks questions about their refund

• The refund is automatic and immediate as soon as the order is canceled.
• If the payment was made with the ComeUp wallet or PayPal, the refund will be visible immediately.
• If the payment was made with a credit card, the refund can take two to five business days (excluding weekends and holidays) to appear in the buyer's account.

📌 After the cancellation

• The collaboration with the buyer stops, and you will no longer work on this order.
• The chat remains open for 7 days. You can still talk with the buyer to offer other solutions or another service better suited to to their needs.

⚠️ A canceled order impacts your seller statistics. To better understand the consequences for your profile, consult this question in our FAQ.

Can an order be restarted after cancellation?

No, No, a canceled order cannot be reactivated because the buyer has been refunded the money that was in the escrow account.

💡 Pro tip: If you want to work with the same buyer again, invite them to place a new order. Before doing that, talk with them to clarify the conditions and avoid a new cancellation.

I completed some work, and the order was canceled. How can I get paid?

Unfortunately, you can no longer be paid. If you have already completed work but the order was canceled, here's what you can do:

• Talk with the buyer to see if they agree to place a new order that corresponds to the work you've completed.
• Offer them a personalized offer with the adjusted price.

💡 Pro tip: Act quickly when the order is canceled because you only have 7 days left to talk with the buyer in the chat before it closes.

This cancellation is not my fault. How can I prevent it from affecting my statistics?

📌 All cancellations are accounted for in your statistics and impact your acceptance or completion rate.

Nonetheless, cancellations should remain rare if your service is well structured and the communication with the buyer is fluid.

👉 How to limit cancellations, even if you're not the one responsible for them?

✅ Write a clear and detailed service description

• Ensure that your service offer is comprehensible and not ambiguous.
• Indicate precisely what the buyer needs to provide before you can start work on the order.

✅ Inform and guide your clients thoroughly before getting started.

• Ask all the necessary questions during the "order waiting for confirmation" step.
• Clarify expectations and make sure the buyer understands what he's buying.

✅ Ensure you deliver complete and correct work

• An incomplete or incorrect delivery can lead to cancellation requests.
• Always check your work before delivering it to avoid useless returns.

🚨 If you notice your cancellation rate is higher to the average of other sellers, it's important to reevaluate your sales process.

💡 Pro tip: You can consult this question in our FAQ to understand how to optimize your services to reduce cancellations.