How do I refund or cancel an order?

Three different tools exist because three different things can be true. Pick by the order's state, not by habit.

Cancel — before delivery

An order you cannot or should not build (wrong upload, unsupported ECU, dealer ordered twice) is cancelled from the order page. Cancelling ends the order and returns what the dealer paid for it automatically — credits back to their balance, on-account lines removed. Use it freely before work is delivered; it is the clean exit.

Refund credits — the standard make-good

For credit-funded orders that went wrong after the fact, refund the credits from the order page or from Finance → Refunds. The dealer's wallet is restored and the order's paperwork records why. Partial refunds are possible where the outcome was partly usable.

Refund money — delivered orders only

Money refunds return actual payment to the original payment method, and they are deliberately restricted to delivered orders — an undelivered order should be cancelled instead, which handles the money automatically and never strands the order in limbo.

A money refund uses the money still held for the sale. If it was already transferred to your payout account, the platform first recovers the refundable share from that transfer. When that claw-back cannot be completed — the money has already left your payout account's balance — the refund is refused outright with a clear message rather than half-happening: nothing moves, the dealer is not refunded, and the error tells you the payout on that sale has to be reversed first. Contact support with the order number if you hit it; retrying without that will not help.

A partial refund is visible on both sides down to the cent: the order page and the dealer's invoice list state exactly how much of the payment has been returned — for example "€50.00 of €200.00 refunded" — so a partly-refunded order never reads as either fully refunded or untouched.

What happens to monthly-invoice orders?

An order still in an open, unbilled monthly cycle is refunded by reducing or removing its invoice line. No payment has been collected yet. Once the invoice has been issued, a correction needs the invoice's credit-note or refund flow; the issued document is kept in the billing history.

What happens to a partner's earnings?

A refund on delegated work reduces both sides' earnings proportionally. Amounts still on hold are reduced before payment, and transferred amounts are recovered. Each affected payee can see the change in Finance and receives a notification according to their preferences.

Spreading a refund

Finance → Refunds can also spread one make-good amount across a dealer's recent orders — useful when you owe a goodwill amount rather than one specific order's price. The page lists which orders are eligible.

Which one applies?

• Not delivered yet → cancel.
• Delivered, dealer paid credits, outcome wrong → refund credits.
• Delivered, real money involved → refund money.
• Goodwill across several jobs → spread refund.