Refunds and Seller Earnings
See payment returns on your delivery orders and understand their effect on your payout.
Where to look
Open Orders in the Seller Platform and select a delivery order. Its payment badge and order details show whether the payment is paid, refund pending, or refunded. Cancelled and returned deliveries remain in order history.
- Refund pending means PickQuick is still processing or reconciling the payment return. It does not mean the customer's bank has received a refund.
- Refunded means the payment return has been confirmed. The customer's bank may take additional time to show it.
The delivery status and payment status are separate: an order can be cancelled while its refund is still pending.
Your payout
Order details show the payout impact. A cancelled or refunded delivery has no Seller payout due. A delivery with an unresolved failure may show its payout on hold. A projected payout is not a completed payout.
For your own Shop's delivery orders, you can see the customer payment return amount. For items fulfilled by a PickQuick Managed store, the Seller Platform shows only your merchandise and your share of the order amounts—not another Seller's items or the customer's entire receipt.
Delivery earnings apply only when your Shop is responsible for delivery and the delivery completes. PickQuick-managed delivery fees and customer tax are not Seller delivery earnings.
Cancelling or reporting a problem
Use the cancellation-request action when available and provide a reason. A request does not immediately refund the customer. Stop dispatch and coordinate with PickQuick to secure the goods. Admin confirms the goods are secured before approving cancellation, then authorizes the refund separately. If fulfillment has progressed, use the available problem-reporting action and contact PickQuick Support.
Under the upcoming delivery settlement policy, PickQuick absorbs the cancelled order’s unrecovered processing fee. It is not passed to another seller or deducted from the customer’s approved refund. Existing orders keep their original settlement terms.
Do not refund the customer separately
PickQuick handles online payment returns. Do not send cash, an e-transfer, or a second provider refund for an order already being refunded. This can pay the customer twice. Give support the order number if a payment status looks incorrect.
Reports and payment status
Analytics summarizes activity; it is not a refund ledger or a payout statement. Use the individual delivery order to check its latest refund status and the payout view for settlement records. Contact support if a report and an order disagree.
Pickup payments are collected at the Shop. They do not use the online delivery refund flow.