Partial refunds

The partial refund option, allows you to make payment adjustments to your existing order. If your current project or order flow changes, this option enables you to cancel part of an order instead of canceling the entire order. This feature ensures that sellers are fairly compensated for the work they have completed up to that point.

This article will guide you through the process of using the partial refund option, ensuring that you understand the steps and conditions involved.

The freelancer is the only one who can suggest or initiate a partial refund through the Resolution Center. If a client is interested in a partial refund, they should discuss it with the freelancer via inbox to reach an agreement.

Partial refund eligibility

Partial refunds apply to the initial (primary) amount of an active order. If any extras were added after the order was placed, the partial refund will cover only the initial amount, not any additional extras.

For example, if the client paid $20 on the initial order and later added a $10 extra, only the $20 would be covered by the partial refund.

Additionally, the following criteria are also applicable:

• The option to request a partial refund will only be available for orders that are in an active status. Once an order is marked as completed, a partial refund will no longer be available.
• Each offer will be up to 60% of the original order price. For example, if your order is for $200, the partial refund allowed for this price point is $120.
• Only available for orders over $50, with a maximum refund limit of 60% of the original price. For instance, a $100 order would allow for a partial refund of up to $60.

Order types eligibility

The type of order purchased should be considered, as this may affect eligibility for a partial refund.

• Regular orders (one-time purchase orders) will have the option of a partial refund.
• Milestone orders are also included. However, a partial refund can only be applied to the first milestone. After the first milestone is marked as complete, the partial refund option will no longer be available.
• Discounted orders, such as those purchased with a promo code, seller coupon, promotions, or orders purchased with Fiverr credits, are not eligible for a partial refund. 
• Subscription orders are not eligible for a partial refund, as these are considered a discounted order type.

Freelancer and client views

Before submitting a partial refund request, we encourage clients and freelancers to communicate and agree on a new targeted price. This practice helps manage expectations and improves service quality.

Freelancer flow

Only freelancers have the capability to send a partial refund offer.

1. Go to the Resolution Center from the Order page.
2. Two options will appear on the page, which you can select from. Make sure to select Offer a partial refund. 
   
   
3. Enter the amount you would like to refund and provide a detailed explanation of the offer to the client. In the next step, you will be prompted to select an option from a dropdown menu - this reason will not be shared with the client.
   
   
4. Proceed with Send offer.
5. A notification will appear confirming that your client has received your refund offer.
6. If the client does not respond to the offer within 3 days, the offer will expire. This means that the offer is no longer valid and will be canceled automatically. If no agreement is reached, the freelancer can withdraw the offer.

Via the Android App:

1. Go to the Resolution Center from the order page.
2. Four options will appear on the page, which you can select from. Make sure to select Offer a partial refund.
3. Select the reason for the refund.
4. Enter the amount you would like to refund and provide a detailed explanation of the offer to the client.
5. Hit Send.

Client flow

1. You will receive a notification via email and on the order page once the freelancer sends their offer.
2. The breakdown of the amount and the reason for the request will appear under the "Activity" section of the order page, where you can accept or decline the proposed refund.
3. Depending on whether you accept or decline the offer, a new pop-up will appear asking you the reason for your decision.

If the client does not respond to the offer within 3 days, the offer will expire. This means that the offer is no longer valid and will be canceled automatically.

FAQs

• The refund will be sent to the original payment source used to process the payment.
• Yes, the partial refund feature is available through the Fiverr app.
• If the service fee amount on the new price turns out to be lower than it was on the original price, the difference will be refunded to the client. If the service fee amount on the new price turns out to be higher, the difference will not be charged.
• Once the refund has been processed, it cannot be reversed.
• Whether the offer is accepted or not, this will not impact the freelancer's order completion rate.
• The freelancer's fee will be calculated based on the final price after the partial refund.
• Once the partial refund is accepted by the client, more requests cannot be offered on that same order.
• Orders that have received a partial refund are regarded as completed orders. This means that the client can post a review.