When your order is canceled on Fiverr, we credit the funds to your Fiverr balance by default. If you prefer to have the funds returned to your original payment provider instead of keeping them in your account for future purchases, you can request a refund. This guide explains how we handle canceled order funds and walks you through the steps to request a refund back to your payment provider.
Before you begin
- This article applies to clients.
- Refund requests are available on iOS and desktop only. We don't support this on Android.
- You can only request a refund after an order has been cancelled.
- We refund your available balance automatically, starting with the oldest refundable funds. This means your refund may go to a different payment method than the one you used for this specific order, and it may arrive as more than one transaction.
- If you paid in a currency other than US dollars, we process your refund in that same currency and amount.
- When you cancel an order, we credit the funds to your Fiverr balance by default. This is different from Fiverr credits, which come from promotions, referrals, or compensation. You can request a refund of your Fiverr balance to your payment provider, but you can't refund or transfer Fiverr credits.
- If you file a chargeback or claim with your bank or PayPal instead of requesting a refund through Fiverr, the process works differently. See “If you file a chargeback or payment dispute instead” below.
How the refund process works
We don't automatically process refunds to your payment provider (for example, credit card or PayPal) after you cancel an order.
Once your cancellation is successful, we credit the funds directly to your Fiverr balance. You can see the credited funds next to your profile picture. You can also find them on your account's balances page, or by clicking the Amount button next to your profile picture.
When you place a new order, we automatically apply any available funds from your Fiverr balance, including funds from a previous cancellation, to the purchase.
Requesting a refund to your payment provider
Once your order is cancelled, you can request a refund to your original payment provider. Click Request a Refund on the Available balances tab.
You may see the funds returned to your payment provider up to 10 days after we process your request.
Refund history
You can view your recent refund requests from the past 30 days. Go to the Balances tab under Billing and payments, then click Refund history to see a detailed timeline.
If you have a Fiverr balance but no refund requests within the last 30 days, the Refund history link doesn't appear.
Once you submit a refund request, we send you a notification confirming we received it and are processing it.
Refund processing & troubleshooting
When you request a refund, we give you an estimated arrival time. There's no confirmation showing the refund as successful or completed.
Refunds usually complete within 10 days. Processing time depends on your bank, card issuer, or PayPal.
If your refund fails, it may be because you made your original payment more than 180 days ago, or because your payment method is no longer active. Double-check the date of your original payment and make sure your payment method is still valid.
Once we initiate a refund, we can't revert it. Contact your payment provider to discuss options for reversing the transaction.
If you file a chargeback or payment dispute
Filing a chargeback or claim with your bank or PayPal is a different path from requesting a refund through Fiverr, and it comes with different rules and a longer timeline. This section explains what to expect if you go that route.
Types of chargebacks and claims
| Type | Filed through | What it covers |
|---|---|---|
| Credit card chargeback | Your bank or card issuer | Unauthorized charge or service-related reasons |
| PayPal claim | PayPal | Unauthorized charge or service-related reasons |
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When you file a PayPal claim or a credit card chargeback, we automatically cancel your order and send you an email about the cancellation. We also add a "Dispute with payment provider" warning to your account and email you about it separately. If your case is related to an unauthorized charge, we will also automatically restrict your account .
We can't process a refund through Fiverr for the same order while your case is open, since your payment provider won't process two refunds for one transaction.
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Chargebacks and claims can take anywhere from 45 days to three months to resolve, depending on your payment provider. We don't control this timeline, and we can't speed it up or make exceptions, regardless of the circumstances.
If you'd rather resolve the issue without involving your bank or PayPal, contact us or use the Resolution Center instead of filing the chargeback or claim.
- If your case was related to an unauthorized charge, we automatically restrict your account while we review it. We review restriction and restoration decisions case by case, based on your account's history and whether the chargeback has been resolved. Contact us with your order details if you'd like us to review your account.
- If you reuse the disputed funds on a new order, or request and receive a refund and then file a chargeback on the same funds, we add a debt to your account for the amount involved.
FAQs
Most refunds to your card or PayPal complete within 10 days.
Not necessarily. We refund your available balance automatically, starting with the oldest refundable funds. This can mean your refund goes to a different payment method you used in the past, or arrives as more than one transaction.
Your bank usually routes the refund to the account behind that card, even if the physical card is no longer active. Contact your bank if you don't see the refund after the standard timeframe.
No. Once we initiate a refund, the funds leave Fiverr and we can't cancel or redirect them.
Fiverr credits are non-cash, platform-only credits from promotions, referrals, or compensation. You can use them at checkout, but you can't withdraw them or send them to your bank, card, or PayPal.
Fiverr balance is store credit you may receive from a canceled order, and you can use it on Fiverr or request a refund.
A refund is money we return to your original payment method, and it no longer appears in your Fiverr balance once we issue it.
This can happen for a few reasons: currency conversion between your payment and your bank statement, spending part of your Fiverr balance before requesting the refund, or paying for your order partly with Fiverr credits, which reverse as credits rather than cash.
No. We can only help with payments processed through Fiverr. Contact your payment provider directly to request a reversal or open a dispute for payments made outside the platform.
Filing a dispute goes against our Payment Terms. You need to contact your payment provider first. Once it is resolved, contact Support so we can continue to assist.
We automatically restrict your account when you file a chargeback or claim related to an unauthorized charge, while we review it. This is meant to protect your account.
We review restoration requests on a case by case basis, taking into consideration your account's history and whether the chargeback is resolved. Contact Support to have your account reviewed.
You can wait for your payment provider to resolve the case. Once they close it, we credit any returned funds to your Fiverr balance.
For a faster resolution, you can close the dispute with your bank or PayPal and resolve it through Fiverr instead.Your refund may not be able to go back to your original payment method. In some cases, Support can review whether we can move the funds to your Earnings so you can withdraw them instead.
If a refund is due while your account is disabled, you can request it from Support.