How to cancel orders or request refunds when using Flex

Last updated: January 30, 2026

If you need to cancel an order or request a refund for a purchase made using Flex, you'll need to contact the merchant (store) directly rather than Flex support.

Why you need to contact the merchant

Flex is a payment processor that helps merchants accept HSA/FSA payments at checkout. We don't have visibility into your order details, inventory, or shipping status, and we cannot cancel orders or process refunds on behalf of merchants.

How to get help with cancellations and refunds

To cancel your order or request a refund:

  1. Contact the merchant's customer support team directly

  2. Provide them with your order number and details

  3. Request the cancellation or refund through their support channels

You can typically find the merchant's contact information on their website, in your order confirmation email, or on your receipt.

What about refund timing and payment methods?

When a merchant processes your refund:

  • Refunds typically appear in your account within 5-10 business days

  • If you used multiple payment methods (like splitting between HSA/FSA and a personal card), the refund will go back to the original payment methods in the same amounts

Special cases

If you believe there was an unauthorized charge or fraudulent activity, you should:

  1. Contact the merchant first to attempt to resolve the issue

  2. If the merchant cannot help, contact your bank or card issuer to dispute the charge

For subscription-related issues, make sure to cancel the subscription with the merchant to prevent future charges.