When you can request cancellation
If an eligible order has not yet been handed to the carrier, you may request cancellation from the order in your Tomegate account. The order-specific controls shown in your account reflect the current cancellation eligibility.
What happens after you request it
Submitting a cancellation request does not itself cancel a paid order or issue a refund. Tomegate pauses fulfillment while the request is reviewed against the order, shipment, and payment state. The request may be approved or rejected based on whether fulfillment can still be stopped safely and consistently.
If payment has already been captured
If a paid order is approved for cancellation, Tomegate uses the refund workflow associated with the original payment. A refund is not considered complete until the payment provider confirms it. Bank or card-network posting time can vary after provider confirmation.
After carrier handoff
Once the carrier has possession of the shipment, pre-shipment cancellation is no longer available. Continue to monitor tracking and, after delivery, use the Returns and refunds policy if the order is eligible for return.
Tomegate-initiated cancellation
Tomegate may stop or cancel an order where inventory is unavailable, delivery information cannot be resolved, payment or fraud controls require intervention, the order violates applicable rules, or fulfillment cannot reasonably proceed. If money has already been captured, the applicable refund workflow will be used.
Need help with an existing order?
Use the order itself so Tomegate can review the current fulfillment and payment state with your request.