How to partially or fully refund a buyer?

If you need to partially refund an order or even cancel it entirely, you can do so as long as the order has not been closed.

💡 Good to know

• Always prefer a partial refund over a full cancellation. A canceled order will have an impact on your statistics.
• Refunds are processed automatically and immediately once validated by the client.
• Everything is handled directly from your order dashboard.

Proposing a partial refund

You can propose a partial refund to your client at any time, as long as the order has not been closed.

To do so:

1. Click “More options” in your order tracking.
2. Select “Propose a partial refund”.
3. Enter the amount you wish to refund, the reason, and confirm.

The request will appear directly in the chat with the client.

• You can cancel your request as long as it has not been accepted.
• The client must approve the proposal for it to take effect.
• Once accepted, the refund is automatic and immediate.

💡 Good to know: Once a partial refund has been issued, the order continues as normal. You must then complete it by following the standard order process.

Canceling an order and issuing a full refund

Depending on the order status, the cancellation option may be available directly in the order tracking via a visible button, or you can proceed as follows:

1. Click “More options” in your order tracking.
2. Select “Cancel the order”.
3. Read the warning and confirm.

Once the cancellation is completed, the order is closed.