How to Cancel an Online Order

Canceling Immediately

Keep copies of all order confirmations. Take screenshots of important customer service numbers and links. If you need to cancel the order, you will have easy access to the company’s cancellation procedure.

Know your merchants. Some e-commerce websites are better than others for canceling orders. Most big name retailers and Amazon has a cancellation procedure in place, while some consumer-to-consumer sites, like eBay may not allow order cancellations on some purchases. If the retailer doesn’t list a cancellation policy, but you follow up, courts and credit card companies often still file in favor of the customer. If the company says that cancellations are not accepted, it is unlikely that you will receive support through your credit card company.

Try to cancel the online order as soon as possible. Your best bet for a full cancellation and refund is to catch it before it ships.

Search for an online form on which to cancel your order. Sign into your account and find your order listed. Then, click “Cancel” or fill out the cancellation form with your name, email, phone number, confirmation number, order number and a reason for the cancellation.

Write an email that includes these details to the customer service department if the website instructs you to do so. Make sure to include your name, email, phone number, confirmation number, order items, order number and a reason for the cancellation.

Call the customer service number provided on the confirmation email or order page. This is faster than email if the website has a 24-7 customer service line. It is a good idea to try both the email/order cancellation form method and call to ensure your cancellation is received.

Look for a cancellation confirmation email. The customer service rep may give you a confirmation number by phone. Keep this for future reference.

Check your credit card bill to ensure that you have been refunded the money if you successfully cancelled the order before shipping. Note that some refunds take 30 days to show up on your billing statement. Follow up if the money is not credited within 15 to 30 days.

Canceling After Shipment

Call the customer service number if you get an email that says that the order can’t be cancelled because it has already shipped. In some cases, the customer service representative can stop the shipment in transit.

Ask the customer service number how they will process your cancellation. In most cases, it will be treated as a return and shipping costs will be deducted, but you will get a full refund when the merchandise is returned.

Refuse the shipment if it is “Sign on Delivery.” If you haven’t been able to reach the company, you can try waiting for the UPS, USPS, DHL or FedEx person and telling them that you refuse to receive the delivery. It will be sent back to the return address.

Contact the customer service department by email and phone asking them to return the merchandise and stating that it was unused and unopened. Keep records of the date and the tracking number so that you can use them if the package is not properly returned.

Wait for your refund. It should arrive within 30 days.

Returning/Exchanging Merchandise

Receive the box if the order has been completed and shipped to you. Sometimes the box will be left at your shipping location, so you will not have a choice to refuse the package.

Open the package. Look for instructions on how to return the merchandise.

Make a copy of the return receipt for your records. Enclose the return request in your package.

Ship it with the pre-addressed shipping label and drop it off at a shipping agent location or ship it via the local post office. Request a receipt so that you can prove that you shipped the box. It is a good idea to get a delivery signature and a tracking number when making returns. The shipping costs to receive the goods and send them back are usually the responsibility of the buyer. Check the returns section of your packing slip to see if the company offers free returns. If they do, ensure you drop the package off at the location they use for free return shipping, such as FedEx or UPS.