Introducing the Cancel Mail Feature

The Cancel Mail feature allows you to remove individual mail pieces or entire mailings from a campaign, provided the request is made within a two-hour cutoff window. Easily accessible through the campaign dashboard, this feature simplifies the process of canceling mail that has not yet been sent to a printer, giving you more control over your campaigns.

Things to Know Before Canceling Mail

  • Printed Mail: Once mail is marked as “printed”, it cannot be canceled.
  • No Undo: Once mail is canceled, it cannot be undone. 
  • For Smart Send Campaigns: Canceled mail requires creating a new campaign to resend recipients. 
  • For Triggered Drip and Automated File Campaigns: A recipient must be re-sent through the campaign.

Using The Cancel Mail Feature

When a campaign has been created and is within the cancellation cutoff period, the Status of the campaign will show the remaining amount of time for cancellations to be made. Once that time has expired, the status will show “Sent” and mailpieces, or the entire mailing, can no longer be canceled through the campaign dashboard.

The “Cancel Mail” button, located in the top-right corner of the campaign dashboard, is only visible if the mailing is within the two-hour cancellation window. If the two-hour window has passed, this will no longer appear.

The “Cancel Your Mail” pop up window will display the following information, which will update as the cancellation(s) are processed:

Printed

  • The number of mailpieces no longer eligible for cancellation.

Cancelled

  • The number of mailpieces successfully canceled.

Pending Cancel

  • The number of mailpieces currently queued for cancellation.

Available to Cancel

  • The number of mailpieces eligible for cancellation based on the two-hour cutoff.

At any time, a CSV file containing recipient information and current mail statuses is available for download as well.

How to Cancel Mail

To begin, click the Cancel Mail button on the campaign dashboard.

Next, use the appropriate feature to manage cancellations:

Search Bar

  • Use this feature to locate individual pieces of mail to cancel. 
  • Cancel the mailpiece using the red “Cancel” button.

Sortable Columns and Pagination

  • Use these features to browse through the list for specific mail pieces. 
  • Cancel the desired mailpiece(s) using the red “Cancel” button.

Cancel All Button

  • Use this button to cancel all eligible mail in the campaign.

Because canceling mail is not reversible, your confirmation is required. 

After clicking the “Cancel” button for an individual mailpiece, or the entire mailing, a pop up window will appear asking if you are sure you want to cancel. If not, click “Don’t Cancel" to go back. If so, click the red “Yes Cancel” button to move forward with the cancellation.

Cancellation fulfillment time may vary depending on the volume of mail in the queue and campaign size. Upon cancellation, the totals in the dashboard will be updated accordingly.

An email notification is also sent out once the cancellation is complete.

Refunds for canceled mail are automatically refunded back to your account as Direct Mail Credits. The Transaction Analysis Report provides a view of each of the pieces that was refunded as a Direct Mail Credit to your account.

Smart Send Campaign Cancellation

Note that when all mail in a Smart Send Campaign is canceled, the campaign will be locked and will show a status of “Campaign Cancelled” on the main campaign dashboard.