Seller order process : cancellation request

Your buyer has just requested to cancel the order.

First, make sure you clearly understand why the buyer wants to cancel. Their request should be clear and specific.

If it’s not, message them to ask for more details. With better communication, you might find a way to continue the order.

📌 Important: You have 48 hours to accept or decline the cancellation. After that, the buyer may open a dispute with ComeUp.

Keep in mind that cancellations are never beneficial. You won’t be paid for your time, and your sales stats will be impacted negatively. We explain how to offer a partial refund in this question of our FAQ.

You should accept the cancellation if...

✅ You misunderstood the buyer’s instructions, and your work doesn’t match the brief at all. If it’s your mistake and you can’t fix it, the order should be cancelled.

✅ You are late or no longer available to complete the order.

You should refuse the cancellation if...

🚫 The buyer didn’t explain why they want to cancel. Some buyers ask for revisions without giving any clear instructions. In that case, ask for more details before accepting.

🚫 You’ve already started working on the order. In that case, the contract is in progress. Even if the buyer no longer wants to receive the work, they’re still committed.

🚫 The buyer is changing the scope of the order. If they’re asking for more work, don’t cancel and ask them to reorder. Instead, add options or send a custom offer.

💡 Our tip: Clear communication is key. A respectful exchange with your buyer can often lead to a quick resolution. And remember, cancellations hurt your stats. Avoid them whenever possible!