Cancel an Order • Example Letters, Guides and Samples


Canceling an order is not difficult, but be sure to do it before it has been shipped.

How to write this order letter:

  1. State that you need to cancel an order and offer a reasonable explanation.
  2. Provide sufficient information for the reader to identify your original order.
  3. Adjust any payment arrangements.
  4. Express apologies and appreciation, as appropriate.

Example Letter #1


Please cancel my order for a set of encyclopedias. Enclosed is a copy of the order dated March 13. The cost is too much for my family at this time, so I am exercising my right of cancellation within the three-day period as stated on the order form. I have stopped payment on my check for $300, which I gave to your salesman, John Doe. I am sorry for any inconvenience this cancellation may cause.

Example Letter #2


RE: Rush order on color photocopies

It is imperative that I receive the following color copies by Monday: (Please see the back of each original for the reference numbers listed below.)

#1 - 20 copies

#2 - 20 copies

#3 - 46 copies

#4 - 22 copies

#5 - 15 copies

Each should be a color copy. I understand there may be additional expenses as a result of the rush order and I will pay them as well as the copy costs when I pick the copies up Monday at 10:00 a.m.

Example Letter #3


Re: Cancellation of rush order.

Shortly after I transmitted the rush order for three sets of Doe downhill skis and four sets of bindings, I received and accepted the necessary items. Please do not duplicate this shipment. Please cancel purchase order #1234-5. The original order follows, so that you may cancel it more easily.

Purchase order 1234-5 (promotional)

Doe Wedges downhill skis, two pairs, 185 cm

Doe Wedges downhill skis, one pair, 175 cm

Doe FootBinders downhill ski bindings, four sets

Again, please do not ship these items, as the necessary equipment has already arrived. No charge need be made to our account. I apologize for the confusion. Thank you.

Example Letter #4


Please cancel my order for blanket seat covers. I wanted to give them to my husband for a birthday present, but he has already purchased a set himself. My order number is 12345. Since I ordered the seat covers on approval, I understand that I will not be billed for them. Thank you for your patience.

Example Letter #5


Please cancel my order for ten rolls of fuchsia "Waves" wallpaper. It does not match the carpet in my bedroom. My order number is #12345.

In accordance with your policy, kindly credit my account with the refunded amount. I am sorry for any trouble I may have caused you by my change of plans.

Write Your Letter Step-by-Step

1 State that you need to cancel an order and offer a reasonable explanation.

Sample Sentences for Step 1
  • I need to cancel an order I sent in by fax yesterday. We discovered that we need only a minor, inexpensive part to fix the pump, so we don't need a new motor.
  • I must cancel the order I made last week for several birds. I just received a letter from the animal rights people threatening to picket our store if we use live animals in our Christmas sales.
  • Because of a disastrous fire in our building yesterday, I need to cancel the order I just placed with you on Monday.
  • Please cancel my order for a new computer system which I placed last week. After having a consultant evaluate our needs, we realize we need a very different configuration.
  • Please cancel my subscription to your magazine. I find it does not meet my needs.
Sample Phrases for Step 1
  • a misunderstanding of
  • after careful evaluation of
  • are satisfied with
  • are no longer in need of
  • at the time that we ordered
  • because of a change in
  • find it necessary to
  • have sufficient in stock
  • have decided to discontinue our service
  • have decided not to
  • have found a more suitable
  • kindly cancel my order
  • market conditions dictate that
  • need to cancel the order placed on
  • no longer need the
  • only needed a minor repair
  • please cancel our subscription to
  • please disregard the order
  • regret the necessity
  • request that you discontinue
  • was under the impression that
  • were unaware of
  • will have to cancel our order for

2 Provide sufficient information for the reader to identify your original order.

Sample Sentences for Step 2
  • I ordered an "extra high torque motor," stock #1234, listing for $775.00 in your most recent catalog.
  • My order, dated October 23, 2018, requested several items for our Christmas display:
    #123 4 calling birds @ 32.50 130.00
    #234 3 French hens @ 12.54 37.62
    #345 2 turtle doves @ 35.00 70.00
    #456 1 partridge 43.67
    #567 1 pear tree, potted, 4-6' 27.45
    Total $308.74
  • The part I needed was described in your catalog as "Stock #123, Electrical plug lockout device," listing for $10 each. I ordered it on March 15.
  • Now that my inventory records are up to date, I see that we do not need any more of the Model W123 than we already have. It is not what you would call a "fast seller," but I like to keep a few on hand for my regular customers.
  • I used your standard order form imprinted with my customer number: 123.
  • Enclosed is a photocopy of my original order, which I mailed two days ago on March 15.
Sample Phrases for Step 2
  • account number is
  • customer number is
  • details I gave over the phone were
  • enclosed is a copy of
  • faxed the order to you
  • had requested a
  • items in question are
  • just as you were closing on March 15
  • order number is
  • order was placed by
  • our order consisted of
  • placed the order on
  • placed on purchase order number
  • purchase order number is
  • telephone number is
  • the purchase order number is
  • the original order was dated
  • the following list of items were
  • the following items

3 Adjust any payment arrangements.

Sample Sentences for Step 3
  • Please return my check in the enclosed envelope.
  • The order was to be charged to my account, so no money needs to be credited or returned unless a charge was added.
  • Please return the money order that I sent.
  • I trust that you have not yet put a charge on my credit card, but if you have, please post a credit to cancel out the charge.
  • I was expecting to pay for this shipment COD, so you need not be concerned with crediting my account.
Sample Phrases for Step 3
  • bill the service charge to
  • cancel the credit card transaction
  • expect a full refund
  • fee for canceled orders
  • have directed my bank to stop payment
  • have requested a stop payment on
  • in accordance with your policy on
  • kindly credit my account with
  • please cancel the charge on
  • please leave the credit on our account
  • please refund my
  • please return my check
  • refund my down payment
  • request a refund of the balance
  • return the money order
  • return my check in the amount of
  • send me a statement
  • the full amount
  • the provisions for canceled orders
  • understand that there is a fee
  • will contact you

4 Express apologies and appreciation, as appropriate.

Sample Sentences for Step 4
  • I depend on your rapid service and high quality products to keep my equipment running, and I apologize for any inconvenience this cancellation may cause.
  • I am sorry for the trouble.
  • Please accept my apology for this inconvenience.
  • I appreciate your attention to this matter and extend my apologies.
  • I am disturbed that my technician did not do a better job of diagnosing the problem in the first place. His error has caused a lot of inconvenience for both our staffs. My apologies. Thanks for your understanding.
Sample Phrases for Step 4
  • a continuing relationship
  • always appreciate your
  • am sorry for
  • any trouble we have caused you
  • apologize for our unfortunate error
  • apologize for any inconvenience
  • appreciate your patience
  • appreciate working with
  • assure you that this will
  • extend my apologies to
  • have always been satisfied with
  • have always been impressed with
  • look forward to
  • please accept my apologies
  • regret the necessity of
  • regret causing you inconvenience
  • thank you for your understanding
  • the services you provide
  • will conclude the matter
  • with your customer service
  • with your products and service
  • your professional attitude
  • your prompt attention to
  • your attention to this matter