Issue with cancelling order for digital items

[abigracedesign]

So, I got an order for a digital item, and then half an hour or so later, they canceled it (my polices allow cancellations within 1 hour) Were they still able to use the digital print, and then just cancel it, but still have access to it? I didn't even know that cancellations were allowed for digital orders??

[TinTeddy · Accepted solution]

The customer can't cancel an order, only ask the seller to do so for them.

If the person hadn't downloaded the item yet, I would refund in full.

As your policies say you allow cancellations within 1 hour, you really need to honour that.

[abigracedesign]

Ok thanks!

[audreytherese · Accepted solution]

Your policies are by item. If I look at a digital item in your shop I see this, "Instant download items don’t accept returns, exchanges or cancellations. Please contact the seller about any problems with your order."

I do agree though that if the files have not been downloaded, it's safe to refund. Someone may have ordered them not realizing they were digital and not physical, and asked to cancel as soon as they realized. 

[abigracedesign]

Yeah that's what i assume, i will refund them, just wanted to make sure it was legit

[NanaLetha]

The payment may have been rejected.