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After you place an order, you may need to cancel it or change something on it. This article explains when you can cancel, why you can’t modify a placed order, and what happens if an item becomes unavailable.

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How to cancel an order

You can only cancel an order while it is still in the Placed status. Once the order leaves Placed, the Primo operations team has already processed it and you can no longer cancel it. See Order statuses for the full list of statuses and what each one means. To cancel an order:
1

Go to Orders & Shipments > Orders

Open the Orders & Shipments > Orders section in the cockpit.
2

Open the order

Select the order you want to cancel.
3

Cancel the order

Click Action > Cancel.
For questions about an order that has already been processed, contact support@getprimo.com.

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How to modify an order

You can’t modify a placed order directly — including the product, quantity, or shipping details. To change an order, cancel it while it’s still in Placed status and place a new one with the correct information.

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Change the billing profile

You can change the billing profile of an order until the order is invoiced. Open the order, and in the Billing profile card, click Change the billing profile. Select another billing profile, then click Save. The order’s invoice is issued to the new profile. You can’t select a billing profile that has no payment method able to pay an order. Once the order is invoiced, its billing profile can no longer change.

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Out-of-stock items

On rare occasions, the supplier runs out of an item you ordered before Primo processes it. When this happens, the Primo operations team contacts you directly and suggests a similar alternative product, so you don’t have to wait for a restock. The Primo team works to keep your delivery on time for your new hire’s start date.

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Contact

The Primo operations team is available for any question about your order. Reach out to support@getprimo.com.