Cancel by ticket, and only by ticket.
Open a new ticket for each cancellation, with the order number in the subject. Please do not add a cancellation to an existing ticket about the same order. A note on an existing thread does not flag to us the way a new ticket does.
Cancellations made in other apps do not reach us.
If you cancel an order in your store, your order management app or any other system, we do not see it, and the order will stay in our queue and ship as normal. Always send us a ticket as well.
Once an order is picked, it can no longer be cancelled.
Send cancellations as early as you can. If the order has already been picked or shipped, we will tell you straight away. Once a parcel is with the carrier, we cannot always get it back.
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