How to Cancel an Order on Perpay
Perpay allows users to cancel orders within a limited time frame after placement. However, the success of your cancellation depends on the order’s status in the fulfillment process. Here are the general guidelines:
Orders can be easily canceled before the first payment is made, directly through your Perpay account.
Once the first payment has been processed and the fulfillment process has started, the window for cancellations narrows significantly. Cancellation after this stage is not guaranteed.
Cancellations are confirmed via email and/or chat once processed.
To cancel an order, click on the Orders tab in your Perpay profile. Find the order you wish to cancel and click "Cancel."
Select a cancellation reason to complete this process. Additional cancellation reasons include scenarios like exceeding your spending limit or ordering in error. Users are updated regarding their cancellation status via email and chat.
When an order is canceled, credited, or returned, payments are automatically applied to any active orders, helping reduce the remaining balance on those orders. In scenarios where no active orders exist, the payments are converted into a cash balance in your Perpay account. This cash balance can be used for future purchases or withdrawn to a verified bank account as per user preference.
Important Notifications and Updates
Cancellation Status Confirmation: Perpay will update you via email and chat regarding the status of your cancellation request.
Returned Orders: Credits or refunds will only appear in your account once the returned item is received and confirmation is provided. Always correspond with the Shipments Team for proper tracking and resolution.- Missing Packages or Geographic Issues: Orders credited due to missing packages or geographic fulfillment challenges will undergo the same payment handling process—either redistribution to active orders or conversion to a cash balance.
Additionally, after a return is confirmed by Perpay’s Returns Team, your account will be credited with the item’s value. Returned payments can also be applied to a replacement order or remain as a cash balance for future use. For example, if a returned item is worth $120 and you have an outstanding balance of $80 on a different active order, the $120 will first be applied to this balance, leaving a $40 cash balance. If there are no active orders, the full amount of $120 will be issued as a cash balance.
Once a Marketplace order has been canceled, it will display as “Order Canceled” on your page (see below). For further clarity, here are some examples:
Active Orders - Payment Redistribution: If you cancel an order worth $100 and owe $50 on another active order, the $100 payment will be applied to the $50 balance of the existing active order. The remaining $50 will become a cash balance in your Perpay account.
No Active Orders - Cash Balance: Suppose you paid $200 toward a canceled order and have no other active Perpay orders. That $200 will appear as a cash balance in your account, usable for future orders or withdrawal to a verified bank account.
Frequently Asked Questions
Can I cancel my order after the first payment has been received?
Cancellation is only sometimes possible after the first payment has been made and fulfillment begins, as orders quickly progress into processing. If cancellation is not viable, use one of the alternative return options provided above.
What if additional shipping costs are incurred?
Though additional charges are usually not applicable for returns under the same tracking number, specific locations may require extra fees. It is advised to confirm with Perpay before proceeding.
Steps for Canceling Before Order Processing Begins
If your order has not yet entered the processing stage, you can cancel it quickly and easily:
Access Your Orders: Go to the 'See all orders' section within your Perpay account.
Select Cancel: Locate your order and click the 'Cancel' button next to it.
Provide Cancellation Reason: You may be prompted to select or provide a reason for cancellation, which will finalize the process. Cancellation before any payment is received and processing starts is straightforward, and no additional steps are required.
Submit a cancellation request as soon as possible.
Include all relevant order details, such as the order number, in your cancellation submission via Perpay's chat or support channels.
Once received, Perpay will attempt to stop your order. You will be notified if the cancellation is successful.
If the fulfillment process has advanced too far, cancellation may not be guaranteed.
Additional Conditions and Limitations
If an order exceeds your spending limit, you can cancel it and immediately place a new one within your approved limit. Credits from the canceled order will automatically apply to your next qualifying order. Approval by the Approvals Team may apply to newly submitted orders.
Orders placed in error should be addressed promptly through Perpay’s support channels.
If you do not want a replacement after returning an item, you may request that your account be credited. These credits are first applied to any outstanding balances, with any surplus retained as a cash balance. To withdraw your cash balance, navigate to the 'Account Settings' section within the Perpay app, select the option to withdraw your balance, and provide verified bank account details if not already submitted. Confirm the withdrawal request to initiate the process.
Managing Orders Too Far Into Processing
If your order is already in the processing stage and cannot be canceled, there are several options available:
1. Reject the Package Upon Delivery
When the package arrives, you can refuse delivery by informing the mail carrier that you wish to reject the package. The mail carrier will return it to the sender. No additional steps are needed from you for this option.
2. Return to Sender via Mail Carrier
If you are unable to reject the package in person during delivery, use the following steps:
Act Within 5 Business Days: Take the unopened package to a mail carrier, such as FedEx, or the shipping provider specified in your order.
Request Return-to-Sender: Inform the mail carrier that you want the package returned to the sender using the original tracking number.
Be Aware of Shipping Costs: You are responsible for the initial shipping fee associated with your order, but no further charges should apply provided the original tracking number is used. If there are additional shipping fees due to your location, confirm these details with Perpay support before proceeding.
Typically, there are no additional shipping costs if the original tracking number is used.
Be aware that you will still be responsible for the initial shipping fee. For remote locations, confirm return shipping costs before proceeding.- Refunds or credits from returned items are only issued after successful confirmation of the item's return, based on tracking updates. Ensure you notify Perpay about the action taken if seeking a refund.
3. Return the Item After Receipt
If neither of the above options is feasible and the item is eligible for return, you can:
Keep the item in its original, unopened packaging.
Reach out to Perpay to facilitate a return once you have received the item.
Ensure the item meets Perpay’s return eligibility criteria. Your account will only be credited once Perpay confirms the item has been returned to the sender and you have notified them of your chosen course of action.