Q: Can I cancel my order?
A: Cancellation depends on the order’s status. Before work begins (Submitted or Accepted but not In Progress), either party can cancel and you get a full refund. Once work has begun, things are more nuanced.
Q: What refund am I entitled to if the artist hasn’t started yet?
A: A full refund, if the order is canceled before the artist has moved it to In Progress status.
Q: What if I want to cancel after the artist has started working?
A: If the artist cancels after starting work without a valid reason, you get a full refund. If you initiate the cancellation, the artist may be entitled to partial compensation for completed work. If you can’t agree, open a dispute.
Q: What if both parties agree to cancel?
A: A mutual cancellation can be processed at any stage. Both parties must confirm through the order interface. The agreed refund amount goes back to the buyer; any agreed compensation goes to the artist.
Q: I’m unhappy with the style of the delivered artwork. Can I get a refund?
A: Not if the work otherwise matches the agreed commission brief. Stylistic dissatisfaction when the work matches the described brief isn’t grounds for a refund. Review the artist’s portfolio before ordering.
Q: How long do refunds take?
A: Card refunds typically appear within 5–10 business days after initiation, depending on your bank. Timing is outside FursonasFactory’s control once processed through Stripe.
Q: The artist agreed to cancel but nothing has happened. What do I do?
A: Mutual cancellations require both parties to confirm through the platform interface — a verbal agreement in messages isn’t sufficient. Contact support@fursonasfactory.com with your order ID if the process is stalled.
Q: Can an artist cancel an order after accepting it?
A: Yes, but it has consequences. Artist-initiated cancellations after accepting (especially after starting work) may result in a content strike. Repeated cancellations can lead to account suspension. The buyer receives a full refund if the artist cancels after work has begun.
Q: What happens to a refund if my original payment card has expired or been replaced?
A: Stripe typically routes refunds back to the original payment method even if the card has been replaced (as long as your bank account is active). Contact your bank if there’s an issue.
Q: Is the platform fee refunded if my order is canceled?
A: The platform fee is only charged on completed transactions. If an order is refunded before completion, the platform fee is not charged and you receive a full refund of what you paid.
Q: Can I get a refund if the artist takes too long?
A: If an order exceeds the 90-day maximum deadline with no delivery and no agreed extension, you can request a cancellation and full refund. Open a dispute if the artist is unresponsive.
Q: What if I provided the wrong reference information and the artist drew something incorrect?
A: If the misunderstanding stems from inaccurate information you provided, this weakens your refund claim. Artists fulfill commissions based on the brief you submit. Discuss the correction with the artist first.
Q: Can the artist refuse to refund me even if they haven’t started?
A: No. Before work begins (Submitted or Accepted but not yet In Progress), cancellation entitles the buyer to a full refund regardless of the artist’s preference. The platform enforces this.
Q: What if I change my mind about wanting the commission?
A: If work has begun, changing your mind is a buyer-initiated cancellation and partial refund rules apply. If work hasn’t started, you can cancel for a full refund.
Q: What if the artist delivers but the file is corrupted or unopenable?
A: Delivering a corrupted or incomplete file as a final delivery is a Terms of Service violation. Report it immediately and open a dispute — this is grounds for a full refund.
Q: Can an artist issue a partial refund voluntarily?
A: Yes. An artist can agree to a partial refund as part of a mutual resolution. Both parties would confirm the agreed amount through the platform’s order interface.
Q: What if I don’t receive my digital files through the platform — can I still request a refund?
A: If the artist has marked the order delivered but no file is present in the order thread, open a dispute immediately. Don’t confirm the order until you have the files.
Q: Are there any circumstances where no refund is ever available?
A: Yes — once you confirm the order, the transaction is final. After the 7-day dispute window closes without a dispute being opened, no refund is available. The auto-release is also final once it triggers.
Q: What is “auto-release” and when does it happen?
A: Auto-release is when escrowed funds are automatically sent to the artist without requiring buyer confirmation. It triggers 7 days after the artist marks the order as delivered, if the buyer has taken no action. This protects artists from buyers who go silent after receiving their work.
Q: What is a “partial refund” and when does it apply?
A: A partial refund returns some but not all of the commission price. It applies when work has begun but the commission is cancelled — the artist is compensated for completed work and the remainder goes back to the buyer. The split is either mutually agreed or determined by staff in a dispute.
Q: How do I request a mutual cancellation?
A: Use the cancellation option in your order interface and propose the terms. The other party must confirm before the cancellation is processed. Both parties need to agree — one party proposing a cancellation doesn’t cancel the order automatically.
Q: What if my preferred artist goes inactive mid-commission?
A: If an artist stops responding and misses their deadline, open a dispute. Staff will process a full refund from escrow. You’re not required to wait indefinitely for an artist who has gone silent.
Q: Does the artist always get paid something if they started work?
A: Not automatically — it depends on the circumstances. If the artist started work in good faith and the buyer initiates cancellation without cause, the artist is entitled to compensation for completed work. If the artist caused the breakdown (poor quality, unresponsiveness, rule violations), they may receive nothing or less.
Q: Can a buyer receive a refund after the 7-day auto-release window if the work is genuinely defective?
A: Once auto-release fires, the transaction is complete and the standard refund window has closed. Auto-release is why it’s critical to review your delivery within the 7-day window. If you missed the window due to circumstances outside your control, contact support@fursonasfactory.com, but outcomes cannot be guaranteed after auto-release.
Q: What counts as “work has begun” for refund purposes?
A: Work is considered begun when the order status moves to Work In Progress. If an order is in Submitted or Accepted status, full refund rules apply regardless of whether the artist has privately started sketching.
Q: Can an artist cancel an order because a buyer is being difficult?
A: An artist experiencing abusive or unreasonable buyer behavior should document it and contact support@fursonasfactory.com. In severe cases, staff can cancel the order and process a refund without penalizing the artist. Don’t simply abandon the order — communicate with support.
Q: What if I accidentally confirm the order before checking the file?
A: Once you confirm, the transaction is final. Always open and check the delivered file before confirming. If you confirmed in error and the file is defective, contact support@fursonasfactory.com immediately — while outcomes cannot be guaranteed after confirmation, we’ll review the circumstances.
Q: Does a canceled order affect the artist’s reputation?
A: Artist-initiated cancellations, especially after work has begun, can affect the artist’s completion rate metric visible in the Analytics Dashboard. Multiple cancellations may also draw staff attention if they form a pattern.
Q: Can I cancel an order I placed by mistake before the artist sees it?
A: If the order is in Submitted status and the artist hasn’t yet accepted it, you can request cancellation for a full refund. Act quickly — once the artist accepts, the rules shift.