Need to Cancel?
Things change, we get it. Here's how cancellations and refunds work on ShopBroker.
When Can I Cancel?
Delivery Orders
You can cancel anytime before:
The courier picks up the item
Delivery is in progress
Once the courier has the item, cancellation may not be possible.
In-Person Pickup Orders
You can cancel anytime before:
You tap Release funds to confirm receipt and send payment to the seller
Once you confirm receipt, the transaction is complete.
How to Cancel
Go to your order details
Look for the "Cancel Order" button
Confirm cancellation
Your authorization is released
Refund Timeline
When you cancel:
Authorization released immediately
Funds return in 5-10 business days
Timing depends on your bank
Full vs. Partial Refunds
Full Refund Scenarios
Order cancelled before pickup
Seller cancels the order
Delivery fails (courier can't complete)
Item never arrives
Partial Refund Scenarios
Delivery attempted but failed due to buyer (may deduct delivery fee)
Item damaged during delivery (case-by-case)
Dispute resolution (depends on outcome)
Multi-Item Orders: When a Seller Can't Send Everything
If you bought several items from one seller in a single order and the seller can only send some of them (maybe one item sold out or turned out to be unavailable), you're never stuck paying for something you don't receive.
> When a seller cannot send everything, the hold on the missing items is released with no fee. That money was only reserved, never charged.
Here's what happens:
We let you know right away which items aren't coming.
The hold on anything you don't receive is released, with no fee. That money was only held, never charged, so there's nothing to refund. The hold simply lifts and the funds free back up.
You decide what's next: keep the rest of your order, or cancel the whole order and have every remaining hold released too.
Either way, you're only ever charged for the items you actually receive.
> You are only ever charged for the items you actually receive.
Who Can Cancel?
Buyers Can Cancel:
Before delivery starts
In-person pickup orders before confirming receipt
Sellers Can Cancel:
If item becomes unavailable
Before pickup is attempted
ShopBroker May Cancel:
Suspected fraud
Policy violations
Technical issues
After Cancellation
Once cancelled:
You'll receive email confirmation
The listing may become available again (if seller relists)
Your refund processes automatically
No action needed from you
What If I Changed My Mind?
Cancellations are generally final. If you cancelled and want to purchase again:
Ask the seller if the item is still available
They may create a new listing
Complete a new checkout
Disputes
If you disagree with a cancellation:
Contact our support team
Explain the situation
Provide any relevant details
We'll review and help resolve
Tracking Your Refund
To check refund status:
View your order details
Look for refund status
Check your bank statement
If you don't see your refund after 10 business days, contact support.
Remember
Your payment is protected throughout. Whether you cancel or the transaction completes, your money is accounted for.
For the full policy on refunds and dispute resolution, see our Refund & Dispute Policy.