How to cancel and refund an order?

Need to cancel an order and issue a refund? No worries—we’ll walk you through the process step by step so you can get it sorted quickly via your Fourthwall dashboard. 

First, let's start with an important distinction between canceling or refunding:

• Canceling an order will cancel and refund that order - meaning the supporter will no longer receive the goods and will get their money back. 
• Refunding an order will refund the money back to the supporter but will not cancel the order, so the supporter will still receive the goods ordered. 

Now that we have that clear, let's go into each one. 

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

Cancelation Windows

One thing to note is that digital orders and products cannot be canceled and only be refunded by you as the creator.  

*If you need to cancel on-demand products for any quality or damage issue, please have the supporter reach out to your unique shop support email. We'll be able to help get that resolved for your supporter. 

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 on there to open the option menu, as you see in the image below. 

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.

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 supporter. 

Once you have completed that process, you will see the order status will be updated to "Canceled". A refund will be issued to the supporter'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. 

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 supporter. 

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.