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How do I cancel or refund a customer's order?

← Selling 4: Managing your orders

Are you the buyer? You might be looking for this article instead >> How to cancel an order that I have placed

Advice for sellers

How to refund and cancel an order

Cancelling paid orders

Returns

Buyers are entitled to cancel an order even if the goods are not faulty, as long as they contact you in writing within 14 days of receiving their order. They can do this by emailing you or by sending you a standard cancellation form. Please see our Sales & Returns Policy for information about the buyer's rights to cancel their order.

If your buyer cancels an order that they have received, you will need to contact them to organise the return of the item. Note that from June 13th 2014, you can wait until the goods have been returned to you (or until the buyer provides evidence that they have posted the goods back to you) before refunding their order. If the order has not yet been sent, skip to refunds >

Refunds

To cancel a paid order on Folksy, you will first need to refund the customer from the PayPal or Stripe transaction. To do this, please log into your PayPal or Stripe account, click on the transaction for the required order and then the button to refund. 

This will allow you to give a full refund for when the order needs to be cancelled, and also allows you to specify how much to refund, in case you need to give a partial refund for an overcharge. 

If you're not sure when or how much of the buyer's payment you should refund, or who is responsible for return postage, read our quick guide to your buyers' rights and your obligations regarding cancellations, faulty goods and lost items in our Returns Policy.

Once the refund is complete, please take a screenshot that shows this. 

How to cancel a paid (refunded) order 

Once you have issued the refund, please contact us with the details of the order and we can cancel the order for you.

Details we will need are:
  • A screenshot of the refund 
  • The Folksy order number (copy the url from your browser's address bar when you are on the order detail page), e.g. http://folksy.com/users/yourusername/orders/123456
If you can't find the order number, please give us as much detail about the order as possible:
  • Your Folksy username
  • Date of the order
  • The buyer's username or email address
  • Item title(s)
Cancelling the order will automatically increase the stock level of the item by 1 so please remember to adjust this if you have already re-listed the item or if the item is no longer available.

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