If you need to cancel an order for a service, it is important firstly to check whether or not the order in question has been paid: this will determine which procedure needs to be followed.
The unpaid order is automatically cancelled by the system after 90 days, during which no payment was received.
An order which has already been paid for can
only be cancelled within 14 days of payment.
If you intend to cancel an order that has already been paid for, you must remember that there may be multiple services for the same order, some active and others not:
- if the order you want to cancel is only associated with inactive services:
- go to your Customer Area, following the instructions in the guide;
- click on Account;
- select Order History;
- click on Details, next to the order you wish to cancel;
- click on Order cancellation.
- if the order you want to cancel is only associated with active services:
- go to your Customer Area, following the instructions in the guide;
- click on Account;
- select Order History;
- click on Details, next to the order you wish to cancel;
- then click on the service associated with the order;
- click on Request service cancellation.
The refund will only be paid if the refund request is received within 14 days of payment.
After 14 days from the payment of the order, it can no longer be cancelled: you can only ask for individual certificates to be revoked.