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Order cancellations can be a bummer. Whether the item was damaged in storage, or the buyer makes the request – it can be disappointing to lose a sale. Providing a smooth cancellation may encourage the buyer to re-visit your Bonanza booth or Webstore as they will remember you as easy to work with. How do buyers request refunds? There is not a “cancel order” button for buyers. The buyer simply reaches out to you via Bonanza’s messaging system (also known as Bmail) and requests the cancellation. How does the seller issue the refund? You, the seller, issue a refund through the payment processor that the buyer used. If you’re not sure, you can always check the bottom of the order summary where it says “Payment type”. Canceling a transaction and refunding the buyer are the same. Sellers are encouraged to keep proof of any refunds in the event a dispute arises. PayPal PayPal refunds can be issued for 180 days. Follow these instructions for details on how to issue a full or partial refund via PayPal. If the payment is more than 180 days old, you will not be able to issue a refund. You must use the “Send money” option on PayPal to send the buyer the refund amount. Stripe Amazon Pay You can use the Manage Orders feature in your Amazon Seller Central to issue full or partial refunds. Follow these instructions for details on how to issue a refund via Amazon Pay. What about my final value fee? Once you’ve refunded your buyer, you can request a refund for the final value fees collected by Bonanza on the sale. Sellers have up to 180 days from the date of the transaction to request refunds on the final value fees. You must issue the buyer a refund prior to requesting a refund of final value fees for the canceled transaction. Go to your “Selling > Billing statements” page and click into the month the transaction took place. Click the red “x” next to the order that has been refunded and follow the prompts to request a refund of fees for the transaction. Select the appropriate offer from the drop down. If we are able to confirm the refund to the buyer, you can proceed with submitting your request. If we are unable to confirm the refund to the buyer for the order in question, you must fill in all required fields, including: Reason the transaction was refunded Refund method (PayPal or Amazon Pay) Refund transaction ID Screenshot providing visual proof of the refund to the buyer You can also include additional notes regarding your fee refund request. Fee refunds are typically processed within 7 days. Fees of less than $10 will be applied as a credit to your Bonanza billing statement for use toward a future Bonanza bill. Learn more, here:: https://support.bonanza.com/hc/en-us/articles/360001116212-How-do-I-Cancel-an-Order-on-Bonanza