> ## Documentation Index
> Fetch the complete documentation index at: https://offergrid.io/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Canceling Orders

> How to cancel orders when needed

## When to Cancel

Common reasons:

* Customer changed mind
* Customer found alternative
* Address error cannot be fixed
* Customer no longer needs service
* Service not available (should be rejected by provider instead)

## Cancellation Windows

### Before Provider Acceptance

**Status**: `pending` or `submitted_to_provider`

**Result**: Easy cancellation, no issues

**Impact**: No commission earned, no penalties

### After Provider Acceptance

**Status**: `accepted`, `scheduled`, or `in_progress`

**Result**: May have complications

**Impact**: Depends on provider policy and stage

<Warning>
  Once a provider has scheduled or started installation, cancellation may result in fees or impact your account standing.
</Warning>

## How to Cancel

### Via Dashboard

<Steps>
  <Step title="Go to Orders">
    Navigate to **Orders** in the sidebar
  </Step>

  <Step title="Find the order">
    Locate the order you want to cancel
  </Step>

  <Step title="Click Cancel">
    Click **Cancel Order** button
  </Step>

  <Step title="Provide reason">
    Enter cancellation reason (helps improve service)
  </Step>

  <Step title="Confirm">
    Confirm cancellation
  </Step>
</Steps>

### Via API

```bash theme={null}
PATCH /reseller/orders/{orderId}/cancel
```

Example:

```bash theme={null}
curl -X PATCH "https://api.offergrid.io/reseller/orders/ord-123-abc/cancel" \
  -H "x-api-key: YOUR_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "reason": "Customer found alternative service"
  }'
```

## What Happens After Cancellation

<Steps>
  <Step title="Order marked cancelled">
    Status changes to `cancelled`
  </Step>

  <Step title="Provider notified">
    Provider receives cancellation notice
  </Step>

  <Step title="Installation stopped">
    If scheduled, appointment is cancelled
  </Step>

  <Step title="No commission">
    Order does not earn commission
  </Step>
</Steps>

## Cancellation Policies by Stage

### Pending/Submitted

**Can cancel**: Yes, always

**Process**: Immediate

**Fees**: None

**Impact**: None

### Accepted (Not Yet Scheduled)

**Can cancel**: Yes

**Process**: Usually immediate

**Fees**: Typically none

**Impact**: Minimal, but track cancellation rate

### Scheduled (Appointment Set)

**Can cancel**: Yes, but may have consequences

**Process**: Contact provider

**Fees**: Possible cancellation fee depending on notice

**Impact**: May affect your account rating

<Tip>
  Cancel at least 24-48 hours before scheduled appointment to avoid fees.
</Tip>

### In Progress (Technician On-Site)

**Can cancel**: Not recommended

**Process**: Contact provider immediately

**Fees**: Likely charges for time/materials

**Impact**: Negative impact on account

### Completed/Active

**Can cancel**: No (must cancel service through provider)

**Process**: Customer works directly with provider

**Fees**: Per customer's service agreement

**Impact**: Commission may be clawed back

## Best Practices

<AccordionGroup>
  <Accordion title="Confirm before ordering">
    Verify customer commitment before submitting order. Reduce unnecessary cancellations.
  </Accordion>

  <Accordion title="Cancel early">
    If cancellation is needed, do it as soon as possible. Don't wait.
  </Accordion>

  <Accordion title="Provide clear reasons">
    Help providers improve by explaining why customers cancel.
  </Accordion>

  <Accordion title="Communicate with provider">
    For scheduled or in-progress orders, call provider support before canceling through system.
  </Accordion>

  <Accordion title="Track cancellation patterns">
    If you have high cancellation rates, identify and address root causes.
  </Accordion>

  <Accordion title="Offer alternatives">
    Before canceling, see if a different service would work for the customer.
  </Accordion>
</AccordionGroup>

## Reducing Cancellations

### Pre-Order Checklist

Before submitting:

* [ ] Customer confirmed interest
* [ ] Budget approved
* [ ] Service address verified
* [ ] Availability checked
* [ ] Customer understands timeline
* [ ] Alternative options discussed

### Setting Expectations

Tell customers:

* Typical installation timeline
* What to expect from provider
* Cancellation policies and potential fees
* Installation requirements (home access, etc.)

### Following Up

After order submission:

* Confirm with customer
* Share acceptance notification
* Remind about scheduled appointments
* Be available for questions

## Impact on Your Account

### Metrics Tracked

Providers may monitor:

* **Cancellation rate**: % of orders you cancel
* **Late cancellations**: Cancellations after scheduling
* **Reason patterns**: Common cancellation reasons

### Consequences

High cancellation rates may result in:

* Account review
* Loss of preferred partner status
* Reduced access to exclusive offers
* Commission adjustments

**Target**: Keep cancellation rate below 10%

## When Customer Wants to Cancel Service

If a customer wants to cancel **after service activation**:

1. **Don't use Offergrid**: Active service cancellation goes through provider
2. **Direct customer to provider**: Give them provider's customer service contact
3. **Not your responsibility**: Once active, it's between customer and provider
4. **Commission implications**: Some providers may claw back commission for early cancellations

## Next Steps

<CardGroup cols={2}>
  <Card title="Tracking Orders" icon="chart-line" href="/docs/resellers/tracking-orders">
    Monitor order status
  </Card>

  <Card title="Order Lifecycle" icon="arrows-spin" href="/docs/resellers/order-lifecycle">
    Understanding order progression
  </Card>

  <Card title="Creating Orders" icon="file-invoice" href="/docs/resellers/creating-orders">
    Best practices for placing orders
  </Card>

  <Card title="API Reference" icon="code" href="/docs/api-reference/introduction">
    Complete API documentation
  </Card>
</CardGroup>