---
title: How to Cancel a Shipment
description: How to Cancel a Shipment
---

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February 12, 2026

# How to Cancel a Shipment

Need to cancel a shipment? Follow these steps:

### **Paid Shipment, Not Yet Picked Up:**

1. [Contact ShipSmart support](https://shipsmart.com.br/contato).
2. Provide the shipment's ID or [AWB](https://help.shipsmart.global/en/knowledge-base/what-is-an-awb?hsLang=en) number for cancellation.
3. We will cancel the shipment and pickup (if scheduled).
4. Refund will be processed within 15 business days (to the original payment method).

### **Unpaid Shipment:**

1. [Contact ShipSmart support](https://shipsmart.com.br/contato).
2. Provide the shipment's ID or [AWB](https://help.shipsmart.global/en/knowledge-base/what-is-an-awb?hsLang=en) number for cancellation.
3. We will cancel your shipment.

### **Already Picked Up Shipment:**

Unfortunately, a shipment that has already been picked up cannot be canceled.

### **If Your Customer Cancels the Purchase or the Shipment Goes to an Incorrect Address:**

- A new shipment is required to retrieve the package.
- This new shipment will incur additional costs ([current quote on ShipSmart](https://help.shipsmart.global/en/knowledge-base/get-a-quotation?hsLang=en)).

### **Recommended Articles:**

- [What to Do If Your Shipment Is Delayed?](https://help.shipsmart.global/en/knowledge-base/what-to-do-if-delivery-is-delayed?hsLang=en)
- [What to Do If the Shipment Returns to the Sender?](https://help.shipsmart.global/en/knowledge-base/what-to-do-if-a-shipment-is-returned-to-the-sender?hsLang=en)
- [Optimize Your Shipments](https://help.shipsmart.global/en/knowledge-base/optimize-your-shipments?hsLang=en)

- [Welcome to ShipSmart](https://help.shipsmart.global/en/knowledge-base/welcome-to-shipsmart?hsLang=en#main-content)

    - [Create Your ShipSmart Account](https://help.shipsmart.global/en/knowledge-base/welcome-to-shipsmart?hsLang=en#create-your-shipsmart-account)
- [First Steps](https://help.shipsmart.global/en/knowledge-base/first-steps?hsLang=en#main-content)

    - [How to Create a Shipment](https://help.shipsmart.global/en/knowledge-base/first-steps?hsLang=en#how-to-create-a-shipment)
    - [Print Your Shipment Documentation](https://help.shipsmart.global/en/knowledge-base/first-steps?hsLang=en#print-your-shipment-documentation)
- [Achieve More with ShipSmart](https://help.shipsmart.global/en/knowledge-base/achieve-more-with-shipsmart?hsLang=en#main-content)

    - [Configure the Invoice](https://help.shipsmart.global/en/knowledge-base/achieve-more-with-shipsmart?hsLang=en#configure-the-invoice)
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    - [Channels and Campaigns](https://help.shipsmart.global/en/knowledge-base/achieve-more-with-shipsmart?hsLang=en#channels-and-campaigns)
- [Tax Guide](https://help.shipsmart.global/en/knowledge-base/tax-guide?hsLang=en)
- [Integrations Manual](https://help.shipsmart.global/en/knowledge-base/integrations-manual?hsLang=en#main-content)

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    - [VTEX](https://help.shipsmart.global/en/knowledge-base/integrations-manual?hsLang=en#vtex)
- [Shipping management](https://help.shipsmart.global/en/knowledge-base/shipping-management?hsLang=en)

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