You can cancel an order as long as it has not shipped. This article explains how to cancel an order and what to expect after submitting a cancellation.
Cancellation timelines vary by supplier.
Submitting a cancellation request does not guarantee approval.
Before you begin
For the best experience, sign in to your Direct Supply account.
Cancel an 'in progress' order
Select Order History.
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Use the search to find a specific order, or filter based on:
Date range: Adjust the list by dates of purchase.
Ordered by: Look at only the orders placed by you, or all orders.
At location; The order history page displays orders for all locations by default. You can toggle the list between the current location or all locations.
- Select Cancel order.
- Select a cancellation reason from the dropdown.
- Select Cancel order to confirm.
- If the order has not shipped, the cancellation request will be submitted for review and response can be expected via email within 24 business hours.
- If the order has already shipped, the cancellation option will not be available. In that case, the order must follow the returns process.
Troubleshooting cancellations
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Orders missing for a location:
Confirm the correct location is selected.
Verify your user role includes access to that location.
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Cannot switch locations:
Your account may only be assigned to one location.
Additional access may be required to view other locations.
Need help or want to submit a request?
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Customer Service Contact information:
Phone Number: 800-260-8558 (Option 1)
Fax: 800-770-1707