> ## Documentation Index
> Fetch the complete documentation index at: https://bulk-order-hero.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# 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.

> [!NOTE]
>
> 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.

> [!WARNING]
>
> 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.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.