Request a refund

How to request a refund, how creators respond, and when ReUp steps in.

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4 min read

If something went wrong with a purchase, you can request a refund from the order. The creator reviews it first.

Quick summary

1

Request

Tell us what happened.

2

Creator reviews

Most creators respond within 3 business days.

3

Resolution

Approved refunds return to your original payment method.

Before you request

Check that the project shows Refund eligible on its page. Messaging the creator first often resolves the issue faster.

Request a refund

  1. Go to Orders and open the order.

  2. Open the menu and choose Request a Refund.

  3. Explain what happened and why you are requesting a refund, then submit.

Refund request flow: the Request a Refund form with a reason field, and the Refund Request Sent confirmation

You will see Refund Request Sent while the creator reviews it. The request also appears in your chat with the creator.

What happens next

  • Refund Granted: the refund returns through your original payment method.

  • Refund Request Denied: contact support if you believe this was a mistake.

  • Under ReUp review: the ReUp team reviews the case manually and emails both of you with next steps.

Frequently asked questions