Unfulfilled commission or shop order
If a supporter reaches out to say they haven’t received something they ordered from you, like a commission, shop order, or other content, it’s important to respond clearly and as quickly as you can. This guide explains what your supporter might check, how to reply, and what to expect if they ask for a refund or file a dispute.
You can share this guide with your supporter before they contact you. It’s also a helpful reference to include in your listing or terms, as it walks through all the key steps and could save them time.
What supporters might check before messaging you
Before getting in touch, a supporter may:
- Look for an agreed delivery date in the order notes or listing
- Check their Payment History
- Review any updates you’ve posted on your Ko-fi page or social media
Most supporters understand that unexpected things can happen. Still, if a delivery date has passed and there’s been no update, they may message you to ask about it.
How to respond to supporters
If a supporter contacts you, try to reply as soon as possible.
A helpful reply includes:
- A quick status update on their order
- An updated delivery timeframe (if needed)
- A friendly message to reassure them you're working on it
If you can’t complete the order, it’s okay to offer a refund. Supporters appreciate transparency, even if the news isn’t ideal.
To issue a refund, check out our help article here.
What happens if a refund is requested?
Supporters pay you directly using PayPal or Stripe, so any refunds must be issued by you, the creator. Ko-fi can’t refund orders in your place.
You can refund an order by following our guide here.
If you don’t respond, supporters may file a dispute with PayPal or their bank.
We recommend resolving things directly where possible. Disputes can be stressful for everyone involved. If you’re unsure what to do, feel free to contact us for support.
For supporters looking for help
Ko-fi is a direct payment service, meaning your payment goes straight to the creator’s account. Ko-fi doesn’t take the payment or act as an intermediary, so we’re not able to offer refunds or step in if there’s a dispute.
If you’re a supporter with an unfulfilled commission/shop order, here’s what you can do:
- Check your order notes in your Payments & Orders.
- Look for updates on the creator’s Ko-fi page or social media.
- Message the creator directly through their Ko-fi page or via their preferred method of communication. Most payment providers will want to know that you’ve made contact.
- If there’s no response, you can file a dispute with PayPal or your bank, depending on how you paid.
Note
Keep in mind that disputes can only be filed within 180 days of your purchase.
If you believe you’ve been scammed, you can report a creator, but keep in mind that our Trust & Safety team will only consider reports of unfulfilled goods/services if there is evidence of broader fraudulent activity. In this case, choose “Other” as the report reason.
We're here if you need us. Feel free to send any questions our way. 💌
FAQ
No - payments go directly from the supporter to you via PayPal or Stripe, so any refund needs to be issued by the creator.
A supporter may dispute a payment with PayPal or their bank if you do not fulfill their order or issue a refund, which can result in dispute fees, so be sure that you keep an open communication with your supporters.
As written in our Terms, commissions, shop orders, and other payment agreements are made directly between creators and supporters.
Because of this, we can't mediate between you and your supporter.