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Order Cancellation Rules

This article explains when orders may be cancelled, when cancellation may no longer be possible, and how to respond to customer cancellation requests.

Order Cancellation Rules

The order cancellation process helps ensure that requests to cancel orders are handled consistently and in accordance with Whip Mix Terms & Conditions of Sale.

What This Means for Our Team Members

Customers may occasionally request to cancel an order after it has been placed.

Whether an order can be cancelled depends on the current production status of the order. Once a product is completed and ready for shipment, the order cannot be cancelled.

What To Do

If a customer requests to cancel an order:

  1. Confirm the order number and product details.
  2. Check the current status of the order.
  3. If the order has not yet entered production, determine whether cancellation is still possible.
  4. If production has begun, explain that cancellation may include charges for work already completed plus reasonable expenses incurred before the cancellation request.
  5. Document the request and coordinate with the appropriate internal team if review is required.

 

Important Things to Remember

  • Cancellation requests should be reviewed as soon as possible.

  • An order cannot be cancelled once the product is completed and ready for shipment.

  • If production has already begun, charges may apply based on work completed and reasonable expenses incurred before the cancellation request.



When to Escalate

Escalate the request if:

  • The order status is unclear
  • Production has already begun
  • The customer disputes cancellation charges

Reference

For the full legal policy, see Whip Mix Terms & Conditions of Sale (Effective December 1, 2025).

For a quick overview of all sales policies, see Terms & Conditions of Sale (Effective 12/1/25).