How can I cancel a pick-up?

Purpose: Learn how to cancel an occasional or recurring pickup.

How to cancel an occasional pickup

1. In your Sendcloud panel, go to Shipping > Pickups.
2. On the Upcoming pickups tab, find the pickup you want to cancel.
3. Click the three-dot menu next to the pickup and select Cancel.
4. In the confirmation window, click Cancel pickup.

You can also cancel an occasional pickup via the API. For details, see the Sendcloud API documentation.

What happens after you cancel an occasional pickup

What happens next depends on whether the carrier supports cancelling pickups automatically.

• The carrier supports automatic cancellation: the pickup is cancelled right away and moves to the Cancelled pickups tab.
• The carrier doesn't support automatic cancellation: the pickup status changes to Cancellation requested, and our Support team handles the cancellation with the carrier for you.

Once our Support team has handled the request, the status of a pickup with Cancellation requested changes to one of the following:

• Cancelled: the carrier cancelled the pickup. It moves to the Cancelled pickups tab.
• Failed: the carrier couldn't cancel the pickup, so it may still take place. We'll contact you by email if this happens.

How to cancel a recurring pickup

Recurring pickups aren't shown in the pickups overview, so you cancel them by opening a support ticket. We forward your request to the carrier and keep you updated on the outcome.

1. In your Sendcloud panel, open the Support menu and click +New ticket.
2. Select the category Product features.
3. Select Recurring Pickups.
4. Select the carrier related to the pickup.
5. For Pickup issue, select Cancel pickup.
6. Select the pickup address, and add the pickup number if you have it.
7. Fill in the timeframe you want to cancel.
8. Add any extra information that could help us process the cancellation.
9. Click Send. If you need more information before finishing, click Save as draft and continue later.