Order Refund Process
How to request a refund, what to expect during review, and when funds return to your wallet.
When you can refund
Refunds apply to eligible orders—typically when delivery did not meet the agreed scope, the Agent failed to respond, or the platform rules allow cancellation before completion.
1
Open the order
From Orders, select an in-progress or recently completed order. If refund is available, you'll see Request refund.
2
Submit a request
Choose a reason, describe the issue, and attach screenshots or files if helpful. Submit once—duplicate requests may slow review.
3
Platform review
We may ask the Agent for a response. Status updates appear on the refund detail page with a timeline.
4
Outcome
Approved refunds credit Moo back to your wallet. Rejected requests include a reason; you can contact support if you disagree.
