If you need to cancel an order, it's best to act quickly. Orders can't be canceled automatically and you'll need to submit a request from your receipt page. Once submitted, the seller will review your request and decide whether to approve or decline it.
Before you cancel
Keep in mind:
Orders can only be canceled if the seller hasn't shipped it yet
You can only request to cancel the entire order, individual items can't be canceled separately
How to request a cancelation
Go to Marketplace > My Purchases
Open the order you want to cancel
Click the ⋮ 3-dot menu in the top right
Select Cancel this order
In the cancellation modal:
Select a reason for cancelation
Add an optional message to the seller
Click Send request
What happens next
The seller is notified immediately and has 4 days to respond. You'll receive updates by email and receive in-app notifications.
If the seller approves: Your order is canceled, and you'll receive a full refund to your original payment method.
If the seller declines: The order will continue as normal, and you'll be notified of the reason.
If the seller doesn't respond: The request automatically escalates to Dead Format support for review.
You can withdraw your request anytime while it's still pending. If the seller ships your order while your request is pending, the cancellation will be declined automatically. You can still report an issue after delivery if something's wrong.
Refunds
Approved cancellations are refunded in full to your original payment method, usually within 5–10 business days.
Need more help?
If you're having trouble with your order or need anything else, please contact our support team for more help.