> Documentation index: https://www.xekta.com/llms.txt

# 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`](https://www.xekta.com/docs/tools/user-order-cancel.md) 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`](https://www.xekta.com/docs/tools/user-delivery-contest.md) 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`](https://www.xekta.com/docs/tools/user-delivery-confirm.md) 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](https://mcp.xekta.com/account). The shop decides.

## When a tool's answer was wrong

[`feedback_submit`](https://www.xekta.com/docs/tools/feedback-submit.md) 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.