Say exactly what should stop or change

A cancellation ends the requested movement. A reschedule changes its timing. A revised package count or a different address changes other parts of the job. Make the intended outcome clear so dispatch does not have to infer it from a message such as “not today.”

Include the original pickup date and address, the sender’s contact and the requested alternative. If no new date is known, say so. A tentative future date should not be treated as a confirmed new appointment.

Contact dispatch before the next operational step

The options can differ before vehicle assignment, while the driver is travelling to pickup, or after the goods have been collected. Describe the shipment’s current state as you understand it and ask dispatch to confirm what can be changed.

Do not send duplicate replacement bookings merely to make a change visible. That can leave two active requests for the same goods. Refer to the existing shipment and obtain a clear decision about whether it is being amended or replaced.

Ask about any applicable cost

Cancellation, waiting and rescheduling charges depend on the accepted service and what work has already been undertaken. This guide does not invent a free-cancellation period or a standard fee. Ask WTM to state the applicable arrangement for your booking.

If payment was already made, request confirmation of how it will be handled under the agreed terms. Do not assume that a cancelled pickup automatically creates a refund, an account credit or a new shipment.

Tell the people at both addresses

Once dispatch confirms the change, update the sender and receiver. The supplier should not release the goods to an unexpected collection, and the receiver should not keep staff waiting for a delivery that has been moved.

For example, a buyer may learn that a supplier’s final carton will not be packed in time. The practical choice could be to collect the ready pieces, move the whole pickup or cancel the request. Each option changes the shipment and should be approved rather than left to the driver at the counter.

Keep the acknowledgement with the quote and available account records. The Customer Portal helps organise shipment information, but this article does not promise a self-service cancellation control. Use dispatch for an active operational change unless the specific function is available and confirms the result.

Can I cancel after the goods have been collected?

Contact dispatch immediately. The request may now require return transportation, holding or a revised destination rather than simple cancellation. Those arrangements need separate confirmation.

What if I sent a change request but have no reply?

Follow up through the dispatch contact, especially when collection is imminent. Do not treat silence or a sent-message timestamp as acceptance of the change.

Have the shipment reference ready when you contact WTM. A confirmed update prevents unnecessary travel and gives everyone the same next step.