Reject, refund or reopen an order
Before rejecting an order, verify whether the supplier has accepted or completed it. Rejection is a customer outcome and can return the order’s refundable credit to the Fusion wallet. It does not automatically cancel work at an external supplier or refund a card payment.
Reject with a clear reply
1. Open the order and inspect its current status, supplier reference and timeline.
2. Select **Reply Reject** in the reply area.
3. Enter the customer explanation or rejection reply.
4. Review the order and amount, then select **Reject Order & Refund**.
5. Refresh and verify the Rejected status, saved reply and related wallet movement.
An order currently being sent to a supplier can refuse rejection until the send completes. Wait for the communication result and reconcile the supplier’s record; forcing a local rejection is not proof the external purchase stopped.
Reopening rejected work
Putting a rejected order back to **New** can debit the refunded credit again. Review the customer wallet, the original supplier request and the intended reprocessing before an authorized staff member performs this action. Do not repeatedly switch statuses to repair a financial discrepancy.
Repeated rejection should not be used to request another refund. If the system reports that an order is already rejected or that a refund was already recorded, inspect the existing credit instead of creating a separate manual credit for the same order.
**Expected result:** the status, reply and wallet history agree. If they do not, provide support with the order number, approximate time and the relevant safe history entries. Do not include credentials, supplier API keys or unrelated customer records.