How do I cancel an order?

Orders can be cancelled in the Connect portal, as long as the link is un-clicked and not expired. 

Once cancelled, the cost of the link is refunded to your float at the end of the invoice cycle.

Please be aware that if a link is cancelled, it is not possible to be reactivated.

Please follow the steps below to cancel an order:

1. In the Connect portal, click Your Orders and select Customer Service.

2. Enter the order ID and click Search - this will bring up the order details as seen below. 

3. Click on the Gift ID of the order you would like to cancel.

4. Scroll down to the Payout Link status section, where you will see if the link has expired or been accessed. 

5. Provided the link has not expired or has been accessed, click on the three dots (as shown) and select Cancel order item. Please be aware that at this time the feature only allows you to cancel a single order item.

6. A confirmation message will then appear asking you to confirm the order cancellation. Please read the message before clicking Confirm order item cancellation.

Once the order is cancelled the funds will be refunded back to your float during your next invoice cycle.

If you have experienced any issues during this process, please feel free to contact your Account Manager and they will be more than happy to assist you further.