If we have the ability to cancel a code, we pass through this ability to you via the "Cancel Transaction" button on your transactions in the hub. If the button appears, cancelation is available. If the cancelation fails, this means the code has already been redeemed and cannot be cancelled.
Always check the Brand Details in the hub to quickly confirm the brand’s cancellation eligibility and time window.
It is also important to note that some retailers only allow cancellations for a small window. For example Amazon allow cancellations only in the first 15 minutes post sale.
*In this example N/A indicates the code can be cancelled until it is redeemed.
Action 1: Head to Order History
Navigate to the Order History page within your Buyer Hub and quickly locate the specific order you need to address using your client request ID.
Action 2: Spot the Cancel Button
Expand the order details for the transaction in question. If the brand is eligible, you will instantly see the red "CANCEL TRANSACTION" button. If you don't see it, refer back to the Eligibility Check above.
Note: The cancellation will be instantly processed and clearly updated in your Order History, showing the time and which user completed the action.
What if the 'Cancel Transaction' Button isn't Available?
Reason 1: The brand is not eligible for self-service cancellation.
Reason 2: The brand is eligible, but the time window has expired (e.g., 15 minutes or 30 days).
If the brand does not support immediate cancellation, you may still wish to reach out to Tillo directly and we can request cancelation on your behalf. If the brand agrees to a refund we will manually cancel this transaction for you and return the monies to you to send back to the end user.
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