A normal surplus order cannot be cancelled with a self-service button after purchase. Contact Karma support from the order as soon as possible. Whether it can be cancelled or refunded depends on its status and what happened at the venue.
Ask for help with an order
- Open Activity → Current or History.
- Open the affected order and note the venue, order number and collection time.
- Go to Profile → Help & Support.
- Select New conversation, then Order.
- Attach or select the affected order.
- Explain what happened and what resolution you are requesting.
Contact support promptly, but do not assume a message automatically cancels the order. Food may already have been reserved or prepared.
Include the right details
Tell support whether:
- you bought from the wrong location;
- the venue was closed or could not find the order;
- an item was unavailable or materially different;
- the order appears twice; or
- you could not collect for another reason.
Include a photo when it documents a product or pickup issue. Do not send full card details.
Check a refund
When support confirms a refund, it returns to the original payment method. Approved card refunds commonly take 3–5 days to appear, depending on the provider and bank. Check the original transaction rather than expecting a separate transfer.
If it has not appeared after that period, reply in the same support conversation with the refund confirmation, payment method and transaction date.
When to contact support
Use the order-specific conversation as soon as the issue occurs. Keep replies about the same incident in that conversation and include the affected order, requested outcome and any supporting photo. If a confirmed refund is late, reply there with the payment method and transaction date.