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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)

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Cancellation Windows

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Before Provider Acceptance

Status: pending or submitted_to_provider Result: Easy cancellation, no issues Impact: No commission earned, no penalties

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After Provider Acceptance

Status: accepted, scheduled, or in_progress Result: May have complications Impact: Depends on provider policy and stage
Once a provider has scheduled or started installation, cancellation may result in fees or impact your account standing.

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How to Cancel

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Via Dashboard

1

Go to Orders

Navigate to Orders in the sidebar
2

Find the order

Locate the order you want to cancel
3

Click Cancel

Click Cancel Order button
4

Provide reason

Enter cancellation reason (helps improve service)
5

Confirm

Confirm cancellation

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Via API

PATCH /reseller/orders/{orderId}/cancel
Example: 
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"
  }'

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What Happens After Cancellation

1

Order marked cancelled

Status changes to cancelled
2

Provider notified

Provider receives cancellation notice
3

Installation stopped

If scheduled, appointment is cancelled
4

No commission

Order does not earn commission

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Cancellation Policies by Stage

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Pending/Submitted

Can cancel: Yes, always Process: Immediate Fees: None Impact: None

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Accepted (Not Yet Scheduled)

Can cancel: Yes Process: Usually immediate Fees: Typically none Impact: Minimal, but track cancellation rate

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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
Cancel at least 24-48 hours before scheduled appointment to avoid fees.

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In Progress (Technician On-Site)

Can cancel: Not recommended Process: Contact provider immediately Fees: Likely charges for time/materials Impact: Negative impact on account

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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

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Best Practices

Verify customer commitment before submitting order. Reduce unnecessary cancellations.
If cancellation is needed, do it as soon as possible. Don’t wait.
Help providers improve by explaining why customers cancel.
For scheduled or in-progress orders, call provider support before canceling through system.
If you have high cancellation rates, identify and address root causes.
Before canceling, see if a different service would work for the customer.

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Reducing Cancellations

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Pre-Order Checklist

Before submitting:
  • Customer confirmed interest
  • Budget approved
  • Service address verified
  • Availability checked
  • Customer understands timeline
  • Alternative options discussed

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Setting Expectations

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

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Following Up

After order submission:
  • Confirm with customer
  • Share acceptance notification
  • Remind about scheduled appointments
  • Be available for questions

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Impact on Your Account

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Metrics Tracked

Providers may monitor:
  • Cancellation rate: % of orders you cancel
  • Late cancellations: Cancellations after scheduling
  • Reason patterns: Common cancellation reasons

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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%

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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

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Next Steps

Tracking Orders

Monitor order status

Order Lifecycle

Understanding order progression

Creating Orders

Best practices for placing orders

API Reference

Complete API documentation