Whether you made a mistake in your initial send or want to reclaim gift credits, canceling gifts is a handy tool. Here's how to make it happen.
Before we dive in, let's review some of the reasons why you may need to cancel a gift:
1. You sent or scheduled a gift with an error
Once gifts are sent or scheduled, most gift elements can no longer be edited. If there was a mistake in the collection you chose, your gift message, the design you chose, or your recipient's email address, the gift(s) will need to be canceled and new ones sent out with the errors resolved.
⚠️ Keep in mind, if you sent your gifts immediately (versus scheduling them for later), there's no way to retract the initial gift email that was sent. You can still cancel your gifts to make changes, but you may want to indicate that the original email is no longer active in your follow up message.
2. You want to reclaim credits
If you sent gifts awhile ago and they haven't been redeemed yet, you may want to cancel them so your account will be credited in those gifts' value. Loop & Tie credits are used to send more gifts 🎉
💡 Loop & Tie credits expire 1 year after your purchase. If your gifts are getting close to the 1 year mark, it may be a good idea to cancel them so you have a little time to decide how to re-use your credits instead of letting them expire.
3. You changed your mind
It happens! We get it!
Now, let's look at how to make it happen.
Canceling single gifts/ a small number of gifts, or gifts across multiple orders
When you need to cancel a gift or two or you want to look at gifts across a range of orders, the best place to cancel is in the 'Recipient Activity report.'
1. Log into your Loop & Tie portal
2. From the lefthand panel menu, click 'Reports' then 'Recipient Activity'
3. Search for the recipient(s) whose gifts you'd like to cancel, or filter by gift status or date range
For sent gifts:
4. Click 'Cancel' underneath the gift's status
For scheduled gifts:
4. Click on the recipient's name. The cancel button will appear on the gift record on the right, just below the gift detail
5. You're all set! Your account will automatically be credited in those gifts value
📝 If the gifts you cancel were sent using credits that were due to expire (credits from previously canceled or declined gifts), your credits may expire immediately and your account may not be credited.
To see if this is your case, click on your credit balance on the top right, then select 'Credit Activity.' Your recent credit activity with notes about system actions will be itemized in the credit activity table.
Canceling gifts in bulk
If you want to cancel all gifts associated with one large send, the best place to do so is the 'Orders' report.
1. Log into your Loop & Tie portal
2. From the lefthand panel menu, click 'Reports' then 'Orders'
3. Search for the order that contains the gifts you'd like to cancel.
💡While you may not know your order ID, an easy way to identify the correct order is by checking out the 'Ordered At' column on the right. This date reflects the day you made the order, i.e. if you made the order today, this column would show today's date.
4. Click on the correct order's order ID
To cancel a selection of gifts within the order:
5. Click the check box next to the names of the recipients whose gifts you'd like to cancel
6. Once you've selected all the gifts you need, click 'Cancel' just above the recipient list on the right
To cancel all gifts in an order where no gifts have been redeemed yet:
ex. a recently scheduled order that hasn't been sent to recipients yet
5. Click on the checkbox next to the 'recipient' title at the top of the recipient list
6. Choose 'All recipients' from the dropdown
7. Click 'Cancel' just above the recipient list on the right
To cancel all cancelable gifts in an order where some gifts have been redeemed:
5. Click 'Filter by Gift Status' above the recipient list and select 'opened,' 'scheduled,' and 'sent'.' Gifts in any other status can not be canceled
6. Click on the checkbox next to the 'recipient' title at the top of the recipient list
7. Choose 'This page' from the dropdown
8. Click 'Cancel' just above the recipient list on the right
9. Repeat for all remaining pages
⚠️ If you choose 'All recipients' from the checkbox dropdown instead of 'This page,' all gifts in the order will be selected— not just the ones with cancelable statuses. As a result, the cancel button will not be active for you to use.