All orders are held in Hold status before being sent to our shipper. If a customer wishes to cancel their order during this stage we can provide a full refund. You should still inquire why they want to cancel andmake an offer for them to keep the order.

Talk Track: May I ask why you've changed your mind about the order? We recently offered a seasonal promotion and I'd be happy to extend this discount to your order should you wish to keep it.

To cancel the order:

1. From the Fulfillments tab, click Actions > Cancel.

2. Select the items you wish to cancel (deselect items they wish to keep) and click Cancel Fulfillment.

3. Click to the Transactions tab and refund the charges.

4. Click to the Continuity tab and cancel the subscription.