Overview
A storage release request can be cancelled after it is submitted, even if it has already been converted into an outbound opportunity. When you cancel a converted request, the items return to storage inventory and the linked opportunity is closed cleanly, so it does not show up as a lost deal in your sales reporting. Both your office staff and your shippers can cancel a request that is no longer needed.
Before You Start
Available to accounts using SmartMoving Storage.
Office staff cancel requests from the Release Requests screen on the Inventory tab of a storage account. To see and use the Cancel request action, a staff member needs the Cancel jobs permission.
Shippers cancel their own requests from the storage portal. No special setup is needed on their side. For the shipper-side steps, see How a Customer Cancels a Storage Request from the Storage Portal.
Cancelling a Request as Office Staff
Open the storage account and go to the Inventory tab.
Open the Release Requests screen. You will see each request with its status, such as Awaiting Review, In Progress, or Moved to Opp.
Find the request you want to cancel. You can cancel any request that is not already Cancelled, Completed, or Failed.
Click the three-dot menu on that request row and select Cancel request. A confirmation window titled Cancel this request? appears.
Review the confirmation details. The wording depends on whether the request was already converted to an opportunity:
If the request was converted, the window explains that the items on the request move back to storage, the linked opportunity closes and will not show as Lost in your sales reports, and the shipper sees the request marked Cancelled on the storage portal.
If the request was not converted, the window explains that the items stay in the storage account inventory with nothing moved, and the shipper sees the request marked Cancelled on the storage portal.
Click Yes, Cancel Request to confirm, or click No, Keep Request to back out. After you confirm, the status badge changes to Cancelled with a caption showing who cancelled the request, and a confirmation message reading Request cancelled. appears.
Key Details
When you cancel a request that was already converted to an opportunity, the items are detached from the opportunity and returned to storage, and the opportunity is closed instead of being marked Lost, so your sales reporting stays accurate.
A note is added to the closed opportunity explaining that it was closed because the originating release request was cancelled.
Each affected item records an entry in its activity log noting that it was returned to storage, or removed from the opportunity, because the release request was cancelled.
When a shipper cancels from the portal, the caption on the office Release Requests screen identifies the cancellation as coming from the shipper.
Best Practices
Cancel a converted request from the Release Requests screen rather than cancelling the opportunity on its own. Cancelling the request keeps the items, the opportunity, and your sales reporting in sync.
After cancelling a converted request, confirm the items returned to the storage account inventory before assuming they are available again.
If a shipper tells you they no longer need a pickup or delivery, let them cancel from the storage portal, or cancel it for them on the Release Requests screen. Either action updates both sides.
Troubleshooting
The Cancel request option does not appear for staff. Confirm you have the Cancel jobs permission. The action is also hidden when the request is already Cancelled, Completed, or Failed.
A request cannot be cancelled. If a request has reached a status that does not allow cancellation, SmartMoving shows a message that the request cannot be cancelled from its current status. Refresh the Release Requests screen to confirm the request's current status.
A shipper cannot cancel from the portal. Only requests with a Requested status can be cancelled from the storage portal. If the request has moved past Requested, ask your office team to cancel it from the Release Requests screen.