Refund or cancel an order

Give a customer all or part of their money back.

Refund an order

1. Tap Payouts, then the Orders tab
2. Find the order

   Search by the order number or the customer’s name.

3. Tap Refund

   Choose Full refund to give everything back, or Partial and type the amount.

4. Pick a reason and confirm

   For example Customer canceled or Short load.

You can also start a refund from the order’s own page: tap Refund in its Payment section.

The money goes back to the customer’s card. It can take 5 to 10 business days to show up on their statement.

The Bulk Order Hero 2% fee comes back to you too. Stripe keeps its card fee, which is how Stripe works for every business.

Cancel an order

On the Orders page, a full refund closes the order, so you don’t need to do anything else. Let the customer know with a quick call or text.

A phone order that hasn’t been paid yet has nothing to refund. Open it and tap Cancel order, and the payment link stops working.

Using Fleet? Tapping Cancel order on Dispatch does not give the customer their money back. Refund them from Payouts too.

Instead of refunding

• Wrong address? Open the order and tap Edit next to the address. The price stays the same.
• Short load? Do a Partial refund for the difference.

The customer disputed the charge with their bank

Stripe emails you when this happens. Answer Stripe before the deadline in the email. Your delivery photo is good proof that the load arrived.