How to cancel or edit a special request

You can cancel a special request yourself while its status is Submitted by customer, and the fee goes back to your balance. Once the warehouse has started on it, you can no longer cancel or change it in your account. The only request you can edit is the address of a Drop shipping request; to change anything else, send a message or cancel and order again.

Cancel a package request

Package requests, such as Repack, Content photos or Split package, are listed on the package's Special request tab.

1. Sign in to your account at Sign in and open Packages & Shipments.
2. Click the ID of the package, for example #1234A.
3. Open the Special request tab.
4. Scroll down to the History table and find the request, for example Repack (SR#123456).
5. In the Action column, click cancel.

You see Special Request canceled, and the status changes to Canceled. The fee is refunded to your balance. If the request had locked the package, the package is unlocked again, unless another open request still locks it.

If there is no cancel link, the request can't be canceled in your account (see the last section).

Change a Drop Shipping address

1. Open the package and its Special request tab, as above.
2. In the History table, click edit next to the Drop shipping request.
3. Correct the address and click Save.
4. Open the Shipping method tab and choose the carrier again. Saving the address clears the carrier you selected.

You can edit the address until you request dispatch. If you cancel the Drop shipping request instead, the fee is refunded and the package goes back to your own shipping address. See How to activate and use Drop Shipping.

Change the instructions of another request

Other requests can't be edited. You have two options:

• Send a message. If the request has an open link, click it, write the change under Send message (at least 20 characters) and click Continue. The status then changes to Waiting for admin response, and from that point you can't cancel the request yourself.
• Cancel and order again. While the status is Submitted by customer, cancel the request and order it again with the right instructions. The new request is charged again.

Cancel a Service Order request

Requests such as Pick up package or Contact supplier are ordered on the Service Order page of your account, not on a package.

1. Open Service Order in your account.
2. In the table of your requests, click the request ID, for example SR#123456.
3. Next to Detail, click Cancel request.

You see Special Request canceled, and the request fee is refunded to your balance.

When you can't cancel

• Work has started. Any status other than Submitted by customer, for example In progress, Waiting for customer response, Waiting for admin response or Finished, means you can't cancel or change the request yourself.
• Warehouse transfer. A transfer to another warehouse can't be canceled in your account.
• Drop shipping. You can cancel it only while the package is in the warehouse and not locked by a dispatch request or another request.

In these cases, contact us as soon as possible. Include your customer ID, the package ID, the request number (SR#…) and what you want changed or stopped. We check whether the request can still be stopped.

Assisted Purchase orders and consolidations follow their own rules. See Assisted Purchase explained and How to order consolidation.