Brands - Can i cancel an order?

Yes, you can cancel an order, but only in certain situations. This keeps the agreements between you and the creator clear.

When can you cancel an order?

You can cancel an order if:

• the deadline has passed;
• the creator has not yet confirmed that the product has been received.

The confirmation of receipt is the starting point of the deadline. Read more in When does the deadline start?

How do you cancel an order?

1. Go to Orders.
2. Click View next to the order.
3. Click Cancel order above the package overview.
4. Choose a Reason for cancellation and briefly explain your choice.
5. Click Cancel order to confirm.

Good to know: can't see the Cancel order button? Then cancelling isn't possible at the moment. Discuss it with the creator in the chat first.

What happens after cancelling?

• The order gets the status Cancelled.
• The creator is notified and doesn't receive payment for this order.
• You get the amount paid back to the same payment method, excluding the service fee.
• The refund follows within 14 business days. You automatically receive a credit note for it.

Tip: has the content already been delivered, but you're not satisfied? Then read What if I am not satisfied?

Is the creator not responding?

• Have you already shipped the product, but the creator hasn't confirmed receipt yet? Then don't cancel straight away. Send the creator a message via the platform first.
• Has the creator not responded for a week and has the deadline passed? Then you can cancel the order.

Want to know more?

• What do the order statuses mean?
• When will I receive an invoice?