Note: This feature is exclusive to Advanced account subscribers.
Did you know that as an Advanced subscriber you may directly cancel pending orders for Partner Vendor Fulfilled products and Digital Download product orders that are waiting for approval?
Once you get a pending order cancelled, a full refund is provided for the client to the same form of payment used for the order. Also all charges (such as the service fees) and profits from the sale are reversed. Since cancelling orders will reverse funds that may exist within your Zenfolio account balance, it is strongly recommended that you do not request a payout of your profits until all orders are approved.
While refunds are issued at the time of cancelling an order, depending on your customer’s source or payment or card issuing company, it may take an additional 2-10 business days after cancelling an order for it to post to their account or statement.
Click HERE for important information on refunding cancelled Self-Fulfilled product orders.
Cancelling Pending Vendor and Digital Orders
- In your account, select Selling from the main navigation bar.
- Under Selling, open Pending Orders by clicking on Review and Approve.
- Select the order that you would like to cancel by clicking on the order number.
- Click the Cancel Order.
Once an order is approved, it is immediately sent to the lab for printing or in the case of Digital Download orders, the download links is made available to the client. Once the order has been approved, it can no longer be cancelled.
Cancelling Self-Fulfilled Product Orders
For Self-Fulfilled products orders, the client will pay the photographer directly for the order through the payment collection settings. So when a Self-Fulfilled product order is cancelled, Zenfolio will not be able to provide a refund to the client. Since the payment was made directly with the photographer, the photographer is the one that must provide the refund directly to the client.
Also, since the payments for Self-Fulfilled product orders are handled outside of Zenfolio, Zenfolio does not have a way to verify that the order was truly cancelled and that a refund was provided to the client. Because of this, the Commerce Fee charged for the Self-Fulfilled product is not reversed when a Self-Fulfilled product order is cancelled.