If a refund has been pending due to an insufficient balance, you can cancel it and process the refund outside of the Partner System using your company's bank account.
⚠️ Pending refunds are canceled automatically after 10 days. You will be notified via email if this happens. If you still wish to issue the refund through the Partner System, you can re-initiate it by following the steps below.
To cancel a pending refund:
Go to the Orders section in the Partner System.
Click on the order row with a pending refund.
Open the detailed order view — you can do this in two ways:
Option A – click the expand icon in the top right corner of the order panel, or
Option B – scroll to the bottom of the panel and click on Payments.
Option A
Option B
Scroll to the bottom of the detailed order view and find Refunds.
Click Cancel — a confirmation pop-up will appear.
Confirm the cancellation.
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