Need to cancel an order? It happens.
First and foremost, if you do not have an Advanced plan, know that all order cancellation requests for Vendor Fulfilled orders and Digital Download orders must go through our Customer Support team. For the most efficient service, please include the Order Number (ZF-####-#####-#) in your request for cancellation.
Our customer support team will always do their best to cancel the order before it reaches the vendor and goes into production, but how quickly an order cancelled is determined by many factors.
Please note that we at Zenfolio and our Vendor Partners pride ourselves on the speed with which we process orders so that we can get prints and products into the hands of your customers as quickly as possible. Because of this, if an order has already been approved or did not require approval, it may not be possible to cancel an order after it has been placed.
We highly recommend that you enable Order Approval for your customer orders. This will allow you to review your clients’ orders before they are sent into production, which will allow you to catch and change things that tend to be common reasons for order cancellation (like cropping issues). Learn more about enabling Order Approval here.
Please note that Order Approval only applies to customer orders, not orders placed by the photographer within the account. Any orders placed by you, the account owner, will be sent automatically to the lab for printing. Please ensure that your order is just as you want it to be printed before placing your order.
Cancelling Order for Advanced Plan Subscribers
An added benefit of our Advanced plan is that subscribers have the ability to cancel pending orders and provide clients with a refund. Click HERE for more details on how to cancel a pending order.
Want to compare more plan features like this? You can see a list of the plans and their differences HERE.
Client Refunds for Cancelled Orders
Refunds are automatically processed once a vendor fulfilled order or digital download order is cancelled. The refund will be received via the same method that your client used to pay for the order. For example, if they paid for their order using a credit card, the refund will be received via that same credit card.
Please note that depending on the credit card company, it may take an additional 2-10 business days after the refund has been issued by Zenfolio for it to post to their account or statement.
For self-fulfilled orders paid after the order was placed or paid via Authorize.net, Zenfolio will not be able to provide a refund since the client pays the photographer directly for the order. In the case of a self-fulfilled order cancellation, since the payment was made directly, the photographer is the one who must provide the refund.
If a Self-fulfilled order was paid via the PayPal integration, the order can be cancelled directly within your Zenfolio account. The refund will be issued automatically via PayPal. However, if you do not have enough funds in your PayPal account to cover the full refund amount, the full refund will be charged to your card instead.
Service Fee Refunds for Cancelled Orders
For both Vendor Fulfilled orders and Digital Download orders, when an order is cancelled, the Commerce Fee and Payment Processing Fee is refunded back to the photographer when order payments have been processed with Credit/Debit cards. If the client has processed their payment via PayPal, PayPal will not refund their processing fee.
For Self Fulfilled products, the Commerce Fee is not refunded when the order is cancelled. Unlike Partner Vendor Fulfilled and Digital Download orders, the payment for the order is handled outside of Zenfolio. Because of this, Zenfolio does not have a way to verify that the order was truly cancelled and that a refund was provided to the client. Additionally, any payment processing fees charged at the place of payment is not handled by Zenfolio, so refunds on this fee will depend on the processor used to process the payment.
Self-Fulfilled orders paid via the PayPal integration will see the Commerce fee reversed like Vendor fulfilled and Digital Download orders.