Cancel and refund an order

Updated October 29, 2026

Canceling an order stops it and refunds the customer, so they don't receive the items. Refunding returns money to the customer, but the order isn't canceled and still ships. You can cancel only within the cancellation window for the product type (see the table below). You can refund for up to 90 days after the order was placed.

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To learn how to cancel or refund a member's subscription, please go to How to cancel or refund a member for their subscription?

Canceling an order

When can I cancel an order?

As a creator, your ability to cancel an order will depend on the type of order, the products in that order, and when the order was placed.

Your customers will also be able to cancel their orders, but only within a certain timeframe after the order is placed.

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For eligible EU/UK/EEA orders, statutory withdrawal or cancellation rights may apply in addition to Fourthwall’s standard cancellation and refund windows. Withdrawal requests are separate from Cancel items. Customers request a withdrawal through your shop's contact form. For orders delivered to the EU or EEA, the Withdraw from contract button on the Order Status page opens that form with the Right of Withdrawal topic selected. See Right of Withdrawal requests from EU and EEA customers.

Cancelation Windows

Order/Product Type	Creator Cancelation Window	Customer Cancelation Window
On-demand products*	1.5 hours	1 hour
Fulfilled by Fourthwall (warehouse) products	2 hours	2 hours
Pre-order campaigns	1 day	1 day
Self-fulfilled products by you	Until order is marked shipped	1 hour
Digital products	30 days if not downloaded	30 days if not downloaded

*If an on-demand product has a quality or damage issue, don't cancel or refund it yourself. Have the customer contact Fourthwall Customer Support through your shop's contact page, and Fourthwall will help resolve it. See Who pays for a refund?

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These cancellation windows describe Fourthwall’s standard cancellation process. They do not limit any statutory withdrawal or cancellation rights that may apply to eligible customers in the EU/UK/EEA. For digital products, eligible customers may be asked to consent to immediate digital delivery and acknowledge that they will lose their statutory withdrawal right once access or download begins.

How to cancel an order?

1. To cancel an order, within your dashboard, find the order you wish to cancel and click on it.

2. Once you are on the order page, you will see three dots in the top right corner. Click there to open the option menu, as you see in the image below.

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The cancel option lives on the order detail page. Open the order from your orders list, then use the three-dot menu. There is no direct URL that takes you straight to the cancellation screen.

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Note: If you do not see the option "Cancel items" in the menu, your order is past the cancellation window.

3. In that menu, click on cancel items. This will take you to the cancelation screen, as you see below. Here, you can click on Select all if you wish to cancel the full order or select specific items you wish to cancel if doing a partial cancelation. Then click Cancel items - this will open a confirmation screen.

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Note: If you cannot select an item, it cannot be canceled at that time.

4. In the confirmation screen, verify that all the items you are canceling are the correct ones and click "Yes, cancel these items" to complete the cancellation. Here, you also have the option to add a reason for the cancelation/refund - this is internal and not visible to the customer.

Once you have completed that process, you will see the order status will be updated to "Canceled". A refund will be issued to the customer's original payment method. Do keep in mind that once an order has been canceled this cannot be reversed.

Refunding an order

When can I refund an order?

You can refund an order up to 90 days after the order was placed. After the 90-day timeline, the payment processors cannot process the refund request.

Who pays for a refund?

Any refund you issue from your dashboard comes out of your own shop profits. For quality defects, print errors, damaged items, or delivery issues, don't refund the customer yourself: point them to Fourthwall Customer Support through your shop's contact page. Fourthwall investigates these claims and handles replacements or refunds under its policies at no cost to you. For the full process, see Returns, refunds & quality issues.

How do I refund an order?

1. To refund an order, within your dashboard, find the order you wish to refund and click on it.

2. Once you are on the order page, you will see three dots in the top right corner. Click on there to open the option menu, as you see in the image below.

3. In that menu, click on refund order. This will take you to the refund screen, as you see below. Here, you can enter the amount you wish to refund - you can enter the full amount in available for refund if you wish to do a full refund or a specific amount if you want to do a partial refund. Then click Refund, which will open a confirmation screen.

4. In the confirmation screen, verify that the amount being refunded is correct and click "Yes, refund $X" to complete the refund. Here, you also have the option to add a reason for the refund - this is internal and not visible to the customer.

After the refund is completed, you will see the totals in the transaction will show a refund amount. Once a refund has been submitted this cannot be undone.

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The entry in your transaction history (Settings > Billing and payouts > View full history) shows the creator's portion of the refund: the gross refund minus the sales-tax share of that refund. The tax share is refunded to the customer as tax and isn't charged to you. A flat-amount refund is split proportionally across what's left of the order (product, shipping, and tax) after any earlier cancellations, not assigned to a specific line item. For example, if tax makes up 20% of the order total, a $1.00 refund appears as $0.80 in your Transactions. The customer still receives the full $1.00 back. When you cancel specific items instead, each item's own tax is used (plus shipping and its tax if the cancellation also cancels the shipment), not an even split.

What if I refund an order first and need to cancel it afterward?

Refunding an order returns the money but does not cancel it, so the order stays in your orders queue until you also cancel the items. If you issued a full refund and the order is still showing up, cancel the items to clear it from the queue.

Canceling items after a refund has already been issued does not affect the customer's refund. The refund is already processed and will not be reversed or issued a second time. The customer keeps the money you refunded.

Canceling after refunding also stops production and fulfillment. This prevents the items from being produced and shipped even though the refund has already gone out, so you avoid sending goods you have already refunded.

To cancel after refunding, follow the same steps as canceling an order: open the order from your orders list, use the three-dot menu, and select Cancel items.