Refunds, Cancellations & Billing FAQ

When should an order be refunded versus cancelled?

• Charged orders: Must be refunded

• Uncharged (fraudulent) orders: Must be cancelled only

Are cancellations always permitted?

Cancellations are not permitted if:

• The order has already been shipped

• A tracking number has been assigned

If already shipped:
A refund may be issued, and the customer should be instructed to refuse delivery, resulting in RTS.

What is the effect of processing a refund?

Processing a refund automatically results in order cancellation.

Can refunds be issued to an alternative payment method?

Refunds must be issued to the original payment method.
If this is not possible, the following alternatives may be used:

• PayPal

• Cheque

How should chargebacks or disputes be handled?

If a dispute has been filed:

• A refund must not be processed

• The customer must resolve the matter with their financial institution

• Agents must await the dispute resolution outcome