If a deal is canceled, both xChange’s and Resolve’s cancellation policies apply. The steps below outline what happens based on whether you’ve already paid Resolve and who is responsible for the cancellation.
Step 1: Have you already paid Resolve for this deal?
❌ If you haven’t yet paid Resolve:
| You’ll need to cover the xChange payment handling fee (1.95%) and the Resolve net terms fee (2.5%). The net terms fee may be waived if the deal is canceled within 7 days of Resolve’s invoice issue. |
✅ If you have already paid Resolve:
| Resolve will refund your payment, minus the 2.5% net terms fee (waived if canceled within 7 days of invoice issue) and the 1.95% xChange payment handling fee. Once the refund is processed, Resolve will apply the amount to your credit note balance. This credit balance can be used for open or future invoices on Resolve. For more details, please refer to these Resolve Help articles:
If you prefer a refund directly to your bank account, contact Resolve via email to request an ACH or check refund. Learn more in this article: How to request a refund of your open credit note balance. Please note:
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Step 2: Who is responsible for the cancellation?
A $100 per container cancellation fee may apply under xChange’s standard cancellation policy.
- If the seller is at fault: You’ll receive the cancellation fee in your xChange Wallet (unless waived by the buyer).
- If you (the buyer) decide to cancel (and it’s not due to the seller's fault): You’ll be responsible for paying the cancellation fee to the seller through xChange (unless waived by the seller).
Note: Frequent cancellations may reduce your credit limit with Resolve.
For assistance, please contact xChange Support via chat or email at service@container-xchange.com.
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