Answers to your frequently asked order cancellation questions
General Orders
How do I cancel an order if there is an error in it?
You have two options for fixing an order error:
- We can simply fix the error and get the order back in flow. No cancellation required.
- Reach out to our account team, and we will cancel it for you, OR you can submit a cancellation request in our Support Portal.
Email Orders
Can I cancel my email order after it’s been placed?
Yes, you can cancel or your email campaign up to 2 hours before the scheduled launch time. If a request comes in after the two-hour window, it cannot be cancelled.
If a request comes in after hours (post 5 pm EST) for the next morning, there is no guarantee that the orders can be cancelled.
What happens if I try to cancel my email order less than 2 hours before launch
Unfortunately, once the two-hour window has passed, the campaign will proceed as scheduled and cannot be canceled.
For more information, view our Connect Self-Serve Guide.