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How do I cancel my parcel order?

Have you accidentally booked the wrong courier or faced a sudden order cancellation from a customer? Understanding the conditions under which you can cancel your parcel is essential. Here's what you need to know about when you can and cannot cancel your shipment, and how to cancel the order you've made.

How can I determine if my parcel is eligible for cancellation?

You are able to cancel your parcel if it meets any of the following conditions:

  1. Parcel Status:
    The parcel has not yet been collected by the courier. This means the parcel status is under 'Schedule in arrangement' or 'Pending for collection'. You may learn more on what every parcel status means here.
  2. Reasons for Cancellation:
    • Missed pick up
    • Customer cancelled order
    • Duplicate order
    • Wrong courier
  3. Minimum Order Quantity:
    If the domestic or international courier service has a Minimum Order Quantity (MOQ) requirement for pick-up, the number of parcels must meet this requirement. Otherwise, the courier will not arrange for pick-up. Examples of couriers with MOQ requirements include Skynet, ABX Express, DHL eCommerce, J&T Express, and Aramex.

Note: For issues related to No. 2 and No. 3, please contact our support team via the contact form.
Important: For parcels paid via instant pay, the customer will receive an email and must respond with the necessary details to proceed with the cancellation.

You are unable to cancel your parcel if it meets any of the following conditions:

  1. Parcel Status:
    If the parcel has been dropped off, collected, or is in transit. Understand what each parcel status means here.
  2. On-Demand Delivery
    Cancellation is not allowed once a driver has been arranged, which the status will turn to "Accepted". Learn more on On-Demand statuses.

How do I cancel my parcel?

To request for cancellation:

Step 1: Go to “Manage Parcel” on your dashboard and click “All Parcel”.

Step 2: Click on “Cancel".

Step 3: A request for cancellation pop out will appear, and after selecting your reason for cancellation, click "Ok".

Step 4: You're done! The amount will be refunded to your account.

Note: For orders paid via credit, the credit will be refunded to your account instantly. For orders paid via instant pay, you"ll receive an email where you'll need to respond to provide details of cancellation. 

Important: Once your parcel has exceeded the 7-day period, cancellation will be without refund.

Jenny is the author of this solution article.

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