# How to process order cancellations and refunds

Sometimes purchases don't go as planned. At Palmstreet, we support sellers to **cancel or refund** orders for their customers. However, please kindly note that **coupons are not refundable** **unless the coupon is still valid and the order is processed via cancellation** by the seller rather than refund.

### **Cancellation for Pending Shipments Orders**

Just navigate to **Profile > Settings > My Sales**\
\&#xNAN;**> Ready to fulfill**

Locate to click into the order of the buyer and scroll down to the bottom\
\&#xNAN;**>** **Cancel order**

![](https://images.prismic.io/plantstory-app/Zt6VMhoQrfVKl1jr_Frame3.png?auto=format,compress)

**> Select the actual reason of the cancellation > Cancel order & notify buyer**

![](https://images.prismic.io/plantstory-app/Zt6aehoQrfVKl1pi_Frame3-2-.png?auto=format,compress)

### **Verify the Cancellation Status**

If the customer requests a refund to recover a used coupon which has not yet expired, process an order cancellation instead of a refund. This ensures the valid coupon back to the customer's account.

![](https://images.prismic.io/plantstory-app/Zt6a0hoQrfVKl1pw_111.jpeg?auto=format,compress)

### **Process Refunds in \*My Sales\***

Locate to click into the order of the buyer and scroll down to the bottom

\> **Issue a Refund > Selecting the Actual Reason for the Refund**

![](https://images.prismic.io/plantstory-app/Zt6jzhoQrfVKl1vf_Frame3-4-.png?auto=format,compress)

**> Next**\
Operate Full/Partial/Shipping Refunds based on the condition\
Follow the steps on the screen to process it accordingly\\

**Confirm the Refund**

![](https://images.prismic.io/plantstory-app/Zt7CQhoQrfVKl2EX_Frame3-5-.png?auto=format,compress)

### Verify Refund Status

**Fully refunded**

![](https://images.prismic.io/plantstory-app/Zt6ldhoQrfVKl1xW_111.jpeg?auto=format,compress)

**Partially refunded**

![](https://images.prismic.io/plantstory-app/Zt6zEhoQrfVKl18i_111.jpeg?auto=format,compress)

**Notes:**\
At present, Palmstreet covers Stripe fees related to refunds. If the Stripe fees surpass $50, please reach out to our Palmstreet Support for a refund. The responsibility for these fees will either be transferred to the seller or the buyer.

### FAQs

**How Long Will the Refunded funds Reach the Original Payment Account?**

Once the refund is processed, it normally takes up to 7 business days for the funds to reach the orginal payment account, depending on the turnaround time of the bank.

**When Can Seller Process Refund for Orders?**

Our app used to support sellers processing refunds for orders which were created for no more than 30 days and now it is up to **90** days since the app version 8.8.12.

**How Partial Refunds Impact Order Status?**

A partial refund will not affect the order status. For example, if a partial refund is issued before shipping, the order will still remain in the 'paid' and 'ready to ship' status.

**How the Palmstreet credits refund work?**

Once the refund is processed, the credits used in the order will be available within 24 hours. Check the available credits by navigating to Profile > Settings > My credits

**If you encounter any issues regarding refunds, please feel free to contact the PalmstreetSupport account along with your order number.**
