---
title: Cancel and refund an order
shortDescription: Learn the step-by-step process for canceling or refunding supporter orders directly from your Fourthwall
  dashboard.
articleType: Tutorial
primaryTopic: cancel-refund-order
categories:
  - Orders
  - Payments
tags:
  - order-management
  - refunds
  - cancellations
  - partial-refund
  - partial-cancellation
  - supporter-orders
  - creator-dashboard
  - payment-processing
  - on-demand-products
  - digital-products
relatedModules:
  - name: samples-order
    route: /admin/dashboard/contributions/orders/samples/order
  - name: fulfillments
    route: /admin/dashboard/contributions/orders/fulfillment/upload
  - name: orders-list
    route: /admin/dashboard/contributions/orders/
  - name: blocked-transactions
    route: /admin/dashboard/blocked-transactions
  - name: donations-list
    route: /admin/dashboard/contributions/orders/donations/all
last_updated: '2026-05-21'
tasks:
  - cancel order
  - refund order
  - issue partial refund
  - check cancellation window
  - process partial cancellation
terms:
  - cancel order
  - refund order
  - partial refund
  - how to cancel
  - how to refund
  - order management
  - supporter refund
  - cancellation window
  - refund policy
  - issue refund
  - order status
labels:
  - refund
  - cancel
  - partial-refund
  - order-management
  - order-capabilities
contextString: Available on all Fourthwall plans. Accessed via the Orders tab in the creator dashboard.
breadcrumbPath: "Frequently asked questions > General FAQs"
path: frequently-asked-questions/shipping-and-orders/cancel-and-refund-order
---

# Cancel and refund an order

You can cancel or refund supporter orders directly from your Fourthwall dashboard. Canceling an order stops fulfillment and issues a refund. Refunding an order returns the money but keeps the order active so the supporter still receives the goods.

To cancel or refund a member's subscription instead, see [How to cancel or refund a member for their subscription?](/memberships/getting-started-with-memberships/cancel-or-refund-subscription)

## Key difference: cancel vs. refund

- **Canceling** stops the order and refunds the supporter. The supporter will not receive the goods.
- **Refunding** returns money to the supporter but does not cancel the order. The supporter still receives the goods.

## Cancellation windows

Your ability to cancel depends on the product type and when the order was placed. Once the window closes, the cancel option is no longer available in the dashboard.

- **On-demand products**: Creator can cancel within 1.5 hours. Supporter can cancel within 1 hour.
- **Fourthwall warehoused products**: Both creator and supporter can cancel within 2 hours.
- **Pre-order campaigns**: Both creator and supporter can cancel within 1 day.
- **Self-fulfilled products**: Creator can cancel until the order is marked as shipped. Supporter can cancel within 1 hour.
- **Digital products**: Both creator and supporter can cancel within 30 days if the file has not been downloaded.

If you need to refund an on-demand product due to quality or damage issues, have the supporter contact your shop's support email. Fourthwall will help resolve it.

## How to cancel an order

Canceling an order will stop fulfillment and issue a refund to the supporter's original payment method. Cancellations cannot be reversed.

1. In your dashboard, go to [**Orders**](https://my-shop.fourthwall.com/admin/dashboard/contributions/orders/?redirect) and click the order you want to cancel.
2. Click the three-dot menu in the top right corner of the order page to open the options menu.

[Image: Order page with three-dot menu open showing Cancel items and Refund order options]

3. Click **Cancel items**. If this option is not visible, the order is past the cancellation window.
4. On the cancellation screen, click **Select all** to cancel the full order, or select specific items for a partial cancellation. Click **Cancel items**.

[Image: Cancelation screen with item selection checkboxes and Cancel items button]

5. On the confirmation screen, verify the items being canceled. Add an optional internal reason (not visible to the supporter). Click **Yes, cancel these items**.

[Image: Cancellation confirmation dialog with reason field and Yes cancel these items button]

The order status updates to "Canceled" and a refund is issued to the supporter's original payment method.

## How to refund an order

Refunding returns money to the supporter without canceling the order. You can refund up to 90 days after the order was placed. After 90 days, payment processors cannot process refund requests. Refunds cannot be undone once submitted.

1. In your dashboard, go to [**Orders**](https://my-shop.fourthwall.com/admin/dashboard/contributions/orders/?redirect) and click the order you want to refund.
2. Click the three-dot menu in the top right corner of the order page to open the options menu.

[Image: Order page with three-dot menu open showing Cancel items and Refund order options]

3. Click **Refund order**. On the refund screen, enter the amount to refund. Enter the full available amount for a full refund, or a specific amount for a partial refund. Click **Refund**.

[Image: Refund screen with refund amount input field and Refund button]

4. On the confirmation screen, verify the refund amount. Add an optional internal reason (not visible to the supporter). Click **Yes, refund $X**.

[Image: Refund confirmation dialog with reason field and Yes refund button]

The order totals update to show the refund amount.

## How refunds appear in Billing

The entry in **Billing > Transactions** shows the creator's portion of the refund. This is the gross refund minus the proportional sales-tax share that Fourthwall withholds as Merchant of Record (MoR). Refunds are split proportionally across the entire order (product, shipping, and tax), not assigned to a specific line item. For example, on an order with $0.20 of tax, a $1.00 refund appears as $0.80 in your Transactions. The supporter still receives the full $1.00 back.