Overview
If a customer submitted a delivery or pickup request from the Storage Portal and no longer needs it, they can cancel it themselves. Cancelling a request leaves the items in storage and signals the storage team not to act on the request. The customer can submit a new delivery or pickup request anytime.
Before You Start
Available to your storage customers through the Storage Portal. Requires an account using SmartMoving Storage.
A customer can cancel a request only while it has a Requested status. Once your team starts working on a request, it moves past Requested and can no longer be cancelled from the portal.
To cancel a request that has already moved past Requested, the customer contacts your office, where your team can cancel it on the Release Requests screen.
How To Do It
The customer opens the Storage Portal using the link your company provides.
The customer goes to their storage requests.
The customer finds a request with a Requested status.
The customer clicks the three-dot menu on that request and selects Cancel Request.
A confirmation window titled Cancel this request? appears.
The window explains that the items stay in storage and nothing is moved or shipped, the storage team will see that the request was cancelled and will not act on it, and the customer can submit a new delivery or pickup request anytime.
The customer clicks Yes, Cancel Request to confirm, or No, Keep Request to back out. After confirming, the request shows as Cancelled on the portal and a confirmation message appears.
Best Practices
Encourage customers to cancel a request as soon as they no longer need it, so your team does not begin preparing the items.
If a customer cannot find the Cancel Request option, the request has already moved past Requested and your office team must cancel it on the Release Requests screen.
Troubleshooting
The Cancel Request option is not available to the customer. Only requests with a Requested status can be cancelled from the portal. If the request has moved past Requested, your office team can cancel it on the Release Requests screen.
A customer cancelled the wrong request. The customer can submit a new delivery or pickup request for the items they still need moved.
For the office-side workflow, including cancelling a request that was already converted to an outbound opportunity, see Cancelling a Storage Release Request.