Overview:
Order cancellation in Xvantage depends on the type and status of the order. Hardware and Subscription orders follow different cancellation processes.
Important Notes:
A cancelled order cannot be reinstated.
If you still need the product or service, you must place a new order.
If your order was cancelled due to an expired quote, please contact your Sales representative to review and re-initiate the quote.
Table of Contents:
Hardware Orders
Subscription Orders
Scheduled Subscription Orders
Subscription Orders in Provisioning
Refund Information for Subscription Orders
Common Subscription Vendors and Expected Return Policy Window
Subscription Order Stuck in Provisioning
Why Was My Order Cancelled?
1. Hardware Orders
Hardware orders placed on Xvantage cannot be cancelled directly online.
If you wish to request the cancellation of a hardware order, please contact your usual Sales representative by email. Your request will be reviewed, and we will confirm whether cancellation is still possible.
If you are not sure who your Sales representative or Sales Administrator is, please contact your usual sales contact or account manager for guidance.
2. Subscription Orders
Subscription order cancellation depends on the order status:
2.1. Scheduled Subscription Orders
Scheduled subscription orders can be cancelled before they are processed.
If your subscription order is scheduled and has not yet been submitted for provisioning, you may cancel it directly from Xvantage where the cancellation option is available.
2.2. Subscription Orders in Provisioning
When a subscription order is placed, Ingram Micro submits the order to the vendor for provisioning.
While the order is being provisioned on the vendor side, it cannot normally be cancelled. Most subscription orders complete within a few minutes, but in some cases provisioning may take longer depending on the vendor system.
If you made a mistake or no longer require the order, please wait until the order is completed. Once completed, you may request a return based on the vendor’s return policy.
2.3. Refund Information for Subscriptions Orders
Refund eligibility depends on the vendor policy and the date the return is submitted.
If the order is returned after completion, the refund may be prorated. For example, if you return the order five days after completion, the refund may exclude the value of those five days of service.
To avoid unnecessary charges, we recommend submitting the return request as soon as possible after the order is completed.
2.4. Common Subscription Vendors and Expected Return Policy Window
Return eligibility depends on the vendor policy, subscription order type, billing term, and order status.
Vendor | Expected Return / Cancellation Window | Notes |
|---|---|---|
Microsoft | 168 hours | For Microsoft NCE/CSP subscription orders, cancellation or seat reduction is generally only available within 168 hours of purchase or renewal, with a prorated refund. After this window, cancellation is usually not available until the end of the subscription term. |
Adobe | 14 calendar days | Adobe VIP Marketplace subscription orders are generally returnable within 14 calendar days of purchase or renewal. After this period, returns are usually not allowed and only auto-renewal or future renewal settings may be changed. |
Important: Return windows may vary depending on the vendor, product, subscription term, billing model, country, and marketplace configuration. If the order is outside the applicable return window, cancellation or return may not be possible.
2.5. Subscription Order Stuck in Provisioning
In some cases, a subscription order may remain stuck in provisioning.
Before contacting support, please wait at least 24 hours after placing the order. This allows enough time for the vendor system to complete the provisioning process.
If the order is still stuck after 24 hours, please contact the Ingram Micro Support team and request a manual review or cancellation.
3. Why Was My Order Cancelled?
An order may be cancelled for several reasons, including:
Expired quote or pricing
Missing required information, such as PO number or shipping details
Order quantity below the minimum requirement
Payment issue during checkout
Inventory unavailable
Required customer action not completed on time
If you are unsure why your order was cancelled, please contact your Sales representative or the Ingram Micro Support team for assistance.