You should avoid cancelling a Job on a Buyer as much as possible. If you are experiencing an issue with your Buyer that you are finding difficult to resolve then you can contact PPH Customer Support for help.
Notifying your Buyer
If cancelling the Job is unavoidable then let the Buyer know as quickly as possible by posting a message in the WorkStream explaining why you need to cancel the Job. Alternatively if you need to refund their money held in Escrow, you can select to "Issue a Refund" from the WorkStream as a way to also let them know.
Cancellation from your Buyer
If your Buyer has asked to cancel the Job then make sure to ask why and see if there is something you can do to avoid losing the work. Always stick to the Rules of Engagement to avoid a dissatisfied Buyer. If you have done all you can to satisfy your Buyer and deliver the Job successfully but they would still like to cancel the Job then let them know what payment you will need for the work completed to date, for example you may want to request the deposit funds held in Escrow as payment. You can then raise an invoice for the agreed amount. If the Buyer does not believe that they should to pay your invoice you can raise a Dispute to PPH Customer Support to provide assistance.
Take a look at the Cancellation & Refunds policy to check if your Buyer is entitled to a refund. If your Buyer requests a refund you will need to respond to their request within 3 days otherwise PPH Customer Support will make a decision on their request.
All refunds, whether you have approved a request from your Buyer, or whether you have issued a refund to them directly, are subject to the authorisation of PPH Customer Support.
Be aware that refunds caused by your cancellation of a Job or by a Buyer's cancellation of the Job due to an issue with delivery will adversely affect your rankings on PPH.