How to Write a Cancellation Letter for an Order: Example and Writing Tips

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Can I Cancel an Online Purchase?

Yes, you can cancel an online purchase depending on the terms and conditions of the retailer and the timing of your request. It’s important to review the retailer's policies before attempting to cancel an online purchase. Some retailers may allow cancellations within a certain timeframe after the order is placed, while others may have stricter policies or may not allow terminations at all (or just the legal minimum).

It’s also essential to note that some retailers may charge a cancellation fee or may not issue a full refund for the cancelled purchase. It’s always best to communicate with the retailer directly and follow their specific guidelines for cancelling an online purchase.

How to Write a Letter or Email to Cancel an Order: A Step-by-Step Guide

Here are some tips for writing a cancellation letter or email for an order in reference to the contract or terms:

  1. Be clear and concise: Clearly state your intention to cancel the order and provide the order number for reference, as well as any relevant information from the contract or terms.
  2. Provide a reason for the cancellation: It isn’t necessary to provide a detailed explanation, but it’s helpful to give a reason for the cancellation, such as a breach of contract or a problem with the product or service, so that the company knows why you’re requesting it.
  3. Request a confirmation and a refund: Make sure to request confirmation of the cancellation and a full refund of any payment you have made in accordance with the terms of the contract.
  4. Use a polite and professional tone: Even if you’re cancelling due to a problem with the product or service, it’s important to remain polite and professional in your communication and to reference any relevant provisions in the contract or terms.
  5. Use proper formatting: Make sure to use proper business letter formatting, including a subject line, salutation, and closing, and to include any necessary attachments, such as a copy of the contract or terms.

You May Also be Interested in Our Sample Letter to Writing a Complaint Letter About a Faulty Product

Online Shopping Cancellation and Refund Request Template Letter/Email

An Example of a Letter to Cancel an Order From a Website

Dear (name),

I recently made a purchase online via your website on (day, month/year) for a (full description of product).

The delivery date is estimated for (day, month/year) but I would like to cancel the order and (receive a refund/make an exchange).

I have read your site's terms and conditions and from what I understand, I am still well within the time period allowed for returns or exchanges.

My order number is: (0395002AB). I paid via my (PayPal account/Credit card etc) so would it be possible for the (refund/exchange) to be made back onto my (card/account) directly?

My reason for this (cancellation/exchange) is (give details of the reason for your request). I apologize for any inconvenience caused.

I have shopped online with (name of the company) numerous times in the past. You have a very good selection of products at very good prices and delivery is always quick with the items always arriving in perfect condition.

I am a loyal customer who enjoys shopping with you.

The experience is always pleasant and I have already recommended you to many of my friends and will continue to do so.

Awaiting your rapid response,


(You name)

A Basic Template That is Easy to Adapt

Dear [Online Retailer],

I am writing to request a cancellation of my recent online purchase of [item purchased]. I regret to inform you that I no longer wish to receive this item and would like to request a full refund of my purchase price.

I apologize for any inconvenience this may cause and hope that my request can be processed as quickly as possible. I have included my order number [insert order number] for reference.

Thank you for your prompt attention to this matter.


[Your Name]

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