Refunds and cancellations
Cancel an order that hasn't been paid, or refund one that has.
What you can do depends on the order's status:
- Pending or Awaiting payment: you can cancel it.
- Paid or Fulfilled: you can refund it.
- Anything else: neither. An expired or cancelled order was never charged.
Both buttons sit at the top of the order page, and appear only if your role lets you manage orders.
Cancel an unpaid order
- Open the order and choose Cancel order.
- Confirm with Cancel order.
You see Cancellation requested. If the buyer's payment lands at the same moment, the payment wins and the order goes ahead.
Refund an order
A refund is always for the full amount. The buyer loses their downloads and any license key on the order, and it can't be undone.
- Open the order and choose Refund.
- Check the amount in the dialog.
- Optionally, add a Reason (optional). It is for your records; the buyer never sees it.
- Choose Refund order.
If the buyer paid a service fee, the dialog says whether the refund includes it. The buyer gets an email confirming the refund and listing what access it took back.
How the money goes back
The dialog tells you which way this payment is refunded:
- Refunded to the original payment method. The money goes back the way the buyer paid.
- By bank transfer: some payment methods can't be refunded by the provider. Sorai emails the buyer a link to enter their bank details, then sends the refund by bank transfer. This takes a few days. The original payment fee isn't returned and a bank transfer fee applies; both come out of your balance.
Some payment methods can't be refunded through Sorai at all. On those orders the page says so instead of offering Refund, and you arrange the refund with your buyer directly. Store settings, then Payment methods shows which methods these are; see Payment methods.
Follow a refund by bank transfer
The order's Payment card shows Refund by bank transfer with its status:
- Waiting for the buyer's bank details: the buyer hasn't used the link yet. Resend link emails them a fresh one.
- Checking the bank details, Waiting to send, Sending: on its way.
- With the payments team: the refund is being reviewed before it is sent. No action is needed from you.
- Sent: the transfer has gone out.
- Transfer failed: your buyer is still owed the refund. The card says why and what to do. Often that is Retry transfer; if your own details aren't verified yet, finish verification first, then retry.
Orders with nothing to pay
For a free order, the button reads Revoke access. The buyer loses their downloads and any license key on the order. Nothing was charged, so nothing goes back. This can't be undone.