Unfulfilled commission or shop order
Sometimes, there may be a delay in receiving something you’ve ordered from a creator, like a commission, shop order, or other content. This article will guide you through checking your order details, messaging the creator, and understanding your options if you need a refund.
Checking your order details
Before reaching out to the creator, it’s helpful to double-check a few things:
-
Check the agreed delivery date or estimate. Look at the details of your order to see if a delivery date or timeline was agreed upon.
- You can find this information in your Payment History under the notes or terms of your purchase.
- If no delivery date was agreed upon, we recommend reaching out to the creator to clarify an estimated timeframe. This can help set expectations and ensure clear communication about your order.
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Look for updates from the creator. Check the creator’s Ko-fi page, social media and any messages they’ve sent about your order.
- Sometimes, delays happen for specific reasons. Creators might have experienced a family emergency, fallen ill, or had unexpected commitments.
- Many creators are individuals managing everything on their own, rather than a large team or factory. Giving them a little extra time to respond or complete your order can go a long way.
If the agreed date has passed and you still haven’t received your commission or item, we suggest contacting the creator through their preferred method and sending them a direct message on Ko-fi.
Messaging the creator
To send a message to a creator:
- Go to the creator’s page.
- Click the
Message button or click “Send a Message”.
We suggest that you allow at least 7 days for a response from the creator.
What do I include in my message?
In your message, it’s important to be polite and clear about what you need.
- If you’re looking for a general update on your order, kindly remind the creator of any agreed delivery date (if one was set) and ask if there’s been any progress or changes to the timeline.
- If you’d like to request a refund, be sure to mention this. For example:
- “If the order can’t be completed, would it be possible to issue a refund?”
Keeping your message friendly and clear helps set the right tone for resolving the issue.
What happens if I don’t receive a response?
If the creator hasn’t responded after multiple contact attempts and at least 7 days have passed, 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.
We're here if you need us. Feel free to send any questions our way. 💌
FAQ
We recommend reaching out to the creator directly first, following the steps above. Please allow at least 7 days for a response.
If you still haven’t heard from them, you can get in touch with us. Be sure to include the details of your purchase and when you messaged the creator so we can try to assist further.
Ko-fi will do everything we can to help, but since payments go directly to creators, they will have to issue refunds directly.
If you haven’t heard back from the creator after trying to contact them and it’s been at least 7 days, you can start a claim with your card provider or raise a dispute with PayPal.
We recommend disputing only if there’s no other option, as chargebacks can be challenging for both supporters and creators. If you’re considering a dispute, we suggest reaching out first to review the situation and explore possible solutions.
Most payment providers only allow disputes to be opened within 180 days of the transaction. If this time has passed, it’s still worth contacting your bank to see if they can help.
To avoid issues, we recommend monitoring your commissions and orders closely and keeping open communication with the creator throughout the process.
If payments have been made without your knowledge or consent you’ll need to contact your bank immediately for help. You can also reach out to us, and we’ll investigate further.
If you believe you’ve been scammed by a creator on Ko-fi, please contact us with the following details:
- The creator you supported
- The item you purchased
- The amount you paid
- The purchase date
- The agreed delivery date (if applicable)
We’ll look into the situation and take appropriate action.
As written in our Terms, commissions, shop orders, and other payment agreements are made directly between creators and supporters.
However, we’re here to help as much as we can. If an order isn’t fulfilled, you can reach out and we will advise where we can.
If your commission or purchase agreement happened outside of Ko-fi, our ability to help is limited. Donations made through Ko-fi are considered tips or gifts, not commissions or shop purchases. Our ability to help with donations is limited compared to commissions or shop orders.