Guides
Cancel, refunds and problems
When an order can be cancelled for free, how to report a problem after pickup, and how refunds work.
#Cancelling
user.order.cancel cancels the buyer's own order, releases the card hold and tells the shop.
| When | Can it be cancelled? |
|---|---|
| The shop has not started preparing it | Yes, free. There is no time limit. |
| Someone at the shop marked it as being prepared or ready | No. An order that is then not collected is charged in full and paid to the shop. |
| It is already collected, cancelled, disputed or charged | No. |
#When the shop cancels or does not answer
If the shop cancels, or does not respond within 10 minutes, the hold is released and the buyer is not charged.
#Reporting a problem after pickup
Within 24 hours of pickup, user.delivery.contest opens a dispute, for example for wrong or missing items. The shop's payout stays held while the dispute is open.
If everything was fine, user.delivery.confirm closes the window early.
#Refunds
Within 24 hours after pickup the buyer can request a refund from the order's page at mcp.xekta.com/account. The shop decides.
#When a tool's answer was wrong
feedback_submit tells XEKTA that an error message was wrong or that its suggested fix did not work. It is a second channel, not a retry, and it changes no order.