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 cancelation 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.
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.
Once a Marketplace order has been canceled, it will display as “Order Canceled” on your page (see below).
Steps for Canceling After Payment but Before Fulfillment
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 your order has progressed too far and cannot be canceled directly, you can use the following options:
Reject the Package: Refuse the package at the time of delivery attempt. It will then be returned to sender.
Return-to-Sender within 5 Days: Take the unopened package to your mail carrier within 5 business days and request the return-to-sender option.
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.
Keep Item and Initiate a Return: If the above options are not viable, retain the unopened item and contact Perpay for return instructions. Items eligible for return will be processed according to their policy. Account credits, if applicable, will only be processed after confirmation of return tracking.