Network Store Orders
Cancellations and refunds
Who may cancel what, the difference between cancelling and refunding, and the order to do things in so nothing keeps billing.
Last updated September 2, 2026
Three separate things get called "cancelling", and mixing them up is how a tribe ends up still being billed for something everyone agreed had stopped.
| Action | What it stops | What it does not do |
|---|---|---|
| Cancel an order | Chasing that order. It leaves receivables. | Does not return money already taken, and does not stop a subscription. |
| Cancel a subscription | All future renewals. | Does not refund the period already paid for. |
| Refund | Nothing — it returns money. | Does not stop future billing on its own. |
Who is allowed to cancel
Each product sets its own cancellation rules:
- User — the tribe can cancel it themselves. Right for optional extras a tribe chose to buy.
- Admin — only your team can cancel. Right for anything mandatory, anything with a committed term, and anything assigned rather than bought.
Set this deliberately per product. A mandatory network levy a tribe can cancel from their own screen is not mandatory.
Refunding
A refund returns money through the provider it was taken with, so it only applies where money was actually collected. An unpaid order has nothing to refund — cancel it instead, or raise a credit.
| Situation | What to do |
|---|---|
| Paid, and you are giving the money back | Refund. |
| Unpaid, and you have agreed not to collect | Cancel the order, or raise a credit if part is still payable. |
| Paid, but you are keeping the money as account credit | Raise a credit and leave the payment alone. |
Part-periods are not calculated for you
Cancelling a subscription part-way through a period does not produce a pro-rata refund. If you have agreed to return part of it, work out the amount and refund or credit it deliberately.
A clean cancellation
- Cancel the subscription, so nothing renews.
- Deal with any unpaid orders — cancel or credit them.
- Refund anything you have agreed to return.
- Note on the order what was agreed and with whom, so the next person reading it knows.
- Check Accounts Receivable shows nothing left outstanding for that tribe.