How to refund a StoreFront order

Not all gift cards can be cancelled. The ability to void a transaction depends entirely on the specific brand’s policy and the time elapsed since issuance.

• Brand Policies: Each of our 4,000+ brands sets its own rules regarding the cancellation window.

• Expiration: Once the brand's designated window has closed, or if the card has been accessed/redeemed, cancellations are no longer possible.

In the StoreFront Hub (https://hub.tillo.io/login), you can manage cancellations and refunds for individual items within an order. Note that these are two distinct actions: an item must be successfully cancelled before a refund can be processed back to the customer. 

Locate the Order: Navigate to the Order Details page in the Tillo Hub.

Initiate Cancellation: Look for the "Cancel Item" button.

Note: If this button is not visible, the item is ineligible for cancellation based on the brand's specific rules.

Confirm the Action: Click the button again to confirm your choice.

Reasoning & Feedback: You will be prompted to provide a reason for the cancellation. This helps us maintain high service standards for all Partners.

Process the Refund: Once confirmed, a prompt will ask if you would like to issue a refund to your customer. You may choose to do this now or return to the Hub to handle it later.

Note: Refunds can take 5-7 business days to be returned to a customers original payment method. 

If you can’t cancel the card—perhaps because it’s already been used or the cancellation window has passed—you’ll see a message letting you know.

After you’ve submitted your cancellation request, you’ll be taken back to the order details page. The item you cancelled will be clearly marked as cancelled, and you won’t see the option to cancel it again.