By default, a deposit is not paid back when an order is cancelled. You can change this for each offer. When it's on, the deposit is paid back to the buyer as soon as the order is cancelled. This also works when the buyer cancels from the customer portal.
Where to find it
Depositly → Purchase options → your offer → After the order → Refund policy → Auto-refund the deposit if the order is cancelled
How to set it up
Open your offer and go to After the order.
Under Refund policy, turn on Auto-refund the deposit if the order is cancelled.
Click Save.
Good to know
When an order is cancelled, the open balance is cancelled too. Nothing more is charged.
The customer portal tells buyers if they'll get their deposit back before they cancel.
To stop a balance but keep the order, pause it.