When an order is in progress, after a customer has entered their requirements and has started the order. Freelancer's can cancel the order if they are unable to fulfil the order as requested.
To cancel an order, click on the store icon at the left side of your profile picture then click on "Orders". From there, you can select the active order that you'd like to cancel.
On the right side of the order page, there will be a "cancel order" link, as pictured below:
You will be asked to provide a reason for canceling. Please provide the customer with your reason, then submit. The order will be canceled, and your customer refunded back to the payment method they used. For more information on where to expect refunds, click this link here: https://legiit.freshdesk.com/a/solutions/articles/36000208981
Other order statuses:
- New orders will need to be canceled by contacting customer support
- Completed orders can be canceled by opening a dispute, learn more here: https://legiit.freshdesk.com/a/solutions/articles/36000060795
- Orders in revision can be canceled by contacting customer support