# How to apply full and partial cancellation policies

### Overview

This article explains how full and partial cancellation policies work on BurgerPrints and how to request them correctly. It helps you decide when to use full or partial cancellation based on order status, including cases involving production, shipping, or refunds through the Ticket system.

Before you begin, make sure your order is **Paid**, as Tickets can only be created for paid orders.

### Understanding Full vs. Partial Cancellation

To ensure fast production and early delivery, BurgerPrints uses automation to shorten the post-payment in-review time. Order processing time starts counting from the moment payment is completed successfully. These automated steps help BurgerPrints operate efficiently and meet delivery expectations. Order status changes automatically based on timing, which directly affects whether you can apply for a full or partial cancellation.

The system displays a confirmation notice when you proceed to payment, informing you that completing payment means the order information can no longer be freely edited.You have 30 minutes after payment to request changes or cancellation through a Ticket, before the order enters production.

<figure><img src="/files/lyYahnuicRIhNAZ6RBkh" alt=""><figcaption></figcaption></figure>

#### Full cancellation

A full cancellation means the entire order is canceled, including products and shipping. You should request a full cancellation when:

* The order was created by mistake
* The order is still within the **Paid - Cancelable** window (approximately **30 minutes after payment**), before it enters the production stage

If approved, BurgerPrints credits the refund to your **B-Wallet** within the same business day.

Full cancellation is **not** supported when:

* The order has entered the production stage and production is completed
* The order has already been shipped and handed over to the carrier

#### Partial cancellation

A partial cancellation means only part of the order is canceled or refunded. This usually applies when the order has passed the **Paid - Cancelable** window but has not been shipped yet. Common cases include:

* For design change requests submitted after the order has entered the production stage, only the shipping can be cancelled
* Order information such as address cannot be changed after production starts, so you request shipping cancellation instead

In these cases, clearly state your main request and fallback option in **one Ticket**.

Partial cancellation is **not** supported when:

* The order has already been shipped and delivery is in progress

### How To Submit A Ticket

#### Step 1: On the Dashboard, select **Orders**, then click Edit the order you want to change

<figure><img src="/files/eTWKGxlKMTooXbFqduuJ" alt=""><figcaption></figcaption></figure>

#### Step 2: Click Create Ticket

<figure><img src="/files/mAB8tTEgnpSrdWImIo1L" alt=""><figcaption></figcaption></figure>

#### Step 3: Click Refund, select Cancel order, describe your issue, then click Create Ticket to finish

<figure><img src="/files/GgUpdHXr8QxLLq1cumJx" alt=""><figcaption></figcaption></figure>

### Tips and Best Practices

* After payment, orders remain cancelable for approximately 30 minutes, so review order details carefully during this time to avoid missing the cancelable window.
* Avoid submitting multiple Tickets for the same order, as this may delay support and cause you to miss the cancelable window.
* Always include fallback requests on the first Ticket.

### Frequently Asked Questions

1. **Is submitting a Ticket guaranteed for full or partial cancellation?**\
   No. Submitting a Ticket does not guarantee that a full or partial cancellation can be applied. Each request is reviewed by the system based on the current order status and production stage, and you will receive an official response once the review is completed.
2. **Can I request a design change after the order enters production?**\
   No. Design changes are not supported once production starts. If the request is submitted at this stage and before the shipment, only the shipping fee can be refunded.
3. **Where do refunds go after a successful cancellation?**\
   Approved refunds are credited to your B-Wallet.
4. **How long does it take to get a response to a Ticket?**\
   BurgerPrints reviews and responds to Tickets within 24 hours after submission.

### Related Articles

* [Understanding return, reprint, and production error policies](/policies-and-quality-assurance/policies/understanding-return-reprint-and-production-error-policies.md)
* [How to change your order](/policies-and-quality-assurance/policies/how-to-change-your-order.md)
* [Understanding terms of use, quality, and design copyright](/policies-and-quality-assurance/policies/understanding-terms-of-use-quality-and-design-copyright.md)
* [How to contact the BurgerPrints support team](/getting-started/quickstart-and-support/how-to-contact-the-burgerprints-support-team.md)

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