Cancel an order, return an item or request a refund

Start with the merchant

1. Review the merchant’s cancellation and return policy.
2. Contact the merchant with the order number and explain the requested cancellation or return.
3. Follow the merchant’s instructions for inspection, return or service cancellation.
4. Ask the merchant to initiate the approved refund through the proper CanPay process.

How financing is adjusted

An approved refund is applied to the outstanding CanPay balance and may adjust or cancel future instalments. If the confirmed refund is greater than the outstanding balance, an eligible overpayment may be returned to the original method after review. Continue following the existing schedule until the account actually shows the adjustment.

What CanPay does not decide

CanPay facilitates payment and does not independently decide whether a product qualifies for return, whether it was delivered correctly or whether a service met the merchant’s promise. If the merchant confirms approval but the CanPay balance is not updated, open a support ticket with the merchant’s confirmation.