# Unable to cancel an order 10 hours after purchase
**URL:** https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883
**Category:** Community Support
**Created:** [May 23, 2022, 4:34pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883 "2022-05-23T16:34:25Z")
**Posts on this page:** 14
**Page:** 1
### Author:  [@Han\_Zhang](https://community.frame.work/u/Han_Zhang)
#### Post date: [May 23, 2022, 4:34pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/1 "2022-05-23T16:34:25Z")
I ordered a laptop on May 20th and upon discovering a mistake with the RAM configuration, I submitted a cancelation request within 10 hours after the purchase. On May 21st I received an email saying that I can’t cancel it since it’s been forwarded to fulfillment partners and is preparing for delivery. My only option is to wait until the laptop arrives, return it, then order another one. I tried to call them at 415 475 3769 (number posted on the website), but nobody answers. The whole process has been very time consuming and troublesome. I’m so disappointed!
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### Author:  [@Han\_Zhang](https://community.frame.work/u/Han_Zhang)
#### Post date: [May 23, 2022, 5:52pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/3 "2022-05-23T17:52:36Z")
I mentioned in the original cancel request that I wanted two 16GB sticks instead of one 32GB stick. It would be much appreciated if they are flexible enough to just modify my order to what I wanted instead of returning and replacing my current order. I’m ordering this laptop for my son who is going to university this fall. I don’t know how long this whole process will take and if he is going to get his laptop on time.
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### Author:  [@Richard\_Tango-Lowy](https://community.frame.work/u/Richard_Tango-Lowy)
#### Post date: [May 23, 2022, 7:56pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/4 "2022-05-23T19:56:05Z")
I sympathize. But if they’ve already sent the order off for shipping, it really might be too late for them to easily make the change.
It’s _very_ easy to swap out the RAM in a Framework laptop. As @anon81945988 mentioned, it might be simplest to order or purchase the RAM you want, install it yourself, then either sell the original RAM or ask very nicely if Framework would be willing to take it back.
They might or they might not, but it never hurts to ask.
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### Author:  [@Han\_Zhang](https://community.frame.work/u/Han_Zhang)
#### Post date: [May 23, 2022, 8:11pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/6 "2022-05-23T20:11:39Z")
I wanted to cancel the order completely and start a new one instead, but they said no.
Yes, 2x16 is better than 1x32, that’s why I’m asking to change it from 1x32 to 2x16.
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### Author:  [@Han\_Zhang](https://community.frame.work/u/Han_Zhang)
#### Post date: [May 23, 2022, 8:18pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/7 "2022-05-23T20:18:12Z")
@Richard_Tango-Lowy If they’ve already sent the order off for shipping, why I haven’t received any information regarding shipment? At this point I just hope I can get the laptop ASAP.
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### Author:  [@A\_Fan](https://community.frame.work/u/A_Fan)
#### Post date: [May 23, 2022, 8:35pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/9 "2022-05-23T20:35:53Z")
> [@anon81945988](#):
>
> Something doesn’t seem to make sense ???
LoL…devil is in the details:
“you **may** request cancellation of the Order by contacting Framework Support at support@frame.work.”…“provided **if** the cancellation was **successful** ”
Essentially, “you can ask, but we are not meant to do a damn thing”…“Consider yourself lucky if we do cancel it”.
There’s literally no SLA on the process.
You can either block the transaction, or refuse delivery when it arrives.
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### Author:  [@Han\_Zhang](https://community.frame.work/u/Han_Zhang)
#### Post date: [May 23, 2022, 8:53pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/11 "2022-05-23T20:53:13Z")
@ [amoun](http://community.frame.work/u/amoun) I’m buying this as a gift for my son. He is going to university this fall. I want it to match his desired configuration. He doesn’t do much gaming.
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### Author:  [@Azure](https://community.frame.work/u/Azure)
#### Post date: [May 24, 2022, 4:34am UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/12 "2022-05-24T04:34:40Z")
> [@Han\_Zhang](#):
>
> it’s been forwarded to fulfillment partners and is preparing for delivery.
Unfortunately, Framework has a separate company that does fulfillment and shipping for them. Once they send the order off to that company, it becomes very difficult to stop that process, which is why they are saying you need to wait for the order to arrive and return it at that time.
The good news is that the order should be put together and sent to you very soon since it has been sent to fulfillment. I don’t work for Framework or their fulfillment company, so I can’t give an exact timeline, but from anecdotal evidence I would say it should be shipping within the week.
Once the laptop arrives, you should be able to quickly return it and get the correct configuration. Keep in touch with Framework via email, as that is the best form of contact. The phone number is newer, and I have heard that a lot of people are having trouble getting an answer that way. Another thing to note is that Framework Support is currently getting a lot of requests with the new 12th gen CPUs that were just announced, and may take a little extra time to get back to you, so please be patient!
> [@Han\_Zhang](#):
>
> The whole process has been very time consuming and troublesome. I’m so disappointed!
I’m sorry that this process has been troublesome for you, and I hope that your issue is solved as soon as possible. Framework is still a fairly new company, and really are trying their best. Patience is key, and I hope that this all gets resolved quickly so your son can enjoy his Framework Laptop at University!
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### Author:  [@nrp](https://community.frame.work/u/nrp)
#### Post date: [May 24, 2022, 10:26am UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/13 "2022-05-24T10:26:05Z")
@Azure has the right answer on this. Our e-commerce systems are directly connected to our fulfillment partner’s fulfillment systems. This means that very quickly after you place an order, it transmits to our partner for them to pull together the shipment and send it out (the alternative would be delaying all orders to have a time window to allow cancellation, which would make everyone unhappy). At that point, there is no good way to stop it, and we instead will happily send a return label over email that you can use to send it back while you place your new order.
On the phone number, that is not part of our support system and goes to a script that asks you to submit a request through our support system instead. The best and fastest way to get in touch with our support team is through the form here: [Framework | Support](https://frame.work/de/en/support#contact_support)
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### Author:  [@Robert\_Primak](https://community.frame.work/u/Robert_Primak)
#### Post date: [December 19, 2025, 4:08pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/14 "2025-12-19T16:08:37Z")
Sorry to revive an old post, but I have a related issue and would like to know how Framework and your order fulfillment company deal with a declined payment? My credit card company declined payment on my order, because I incorrectly entered either the Billing Address or the Zip Code associated with the card. Will my order need to be cancelled and resubmitted with the corrected billing information?
The lack of direct customer support options at Framework is very frustrating and does not encourage confidence in the company. For small errors like what happened to me, there simply has to be a better way to provide support.
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### Author:  [@Destroya](https://community.frame.work/u/Destroya)
#### Post date: [December 19, 2025, 5:23pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/15 "2025-12-19T17:23:26Z")
Hey Robert, you can reach out to support [using this link](https://frame.work/support) and they can guide you for this payment. We do have a customer support team 🙂 but we do not provide support on the community forums.
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### Author:  [@Robert\_Primak](https://community.frame.work/u/Robert_Primak)
#### Post date: [December 19, 2025, 5:39pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/16 "2025-12-19T17:39:53Z")
Thanks, Destroya.
I have already gone through that link. I am awaiting a response. We’ll see how long it takes for the support team to respond.
Something as simple as a Zip Code or Billing Address correction shouldn’t be this complicated and time consuming. Framework needs a better ordering system, with more robust support options.
BTW, what is the normal lead time for support replies once the Form is submitted?
– Robert Primak
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### Author:  [@Destroya](https://community.frame.work/u/Destroya)
#### Post date: [December 19, 2025, 5:44pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/17 "2025-12-19T17:44:30Z")
They usually reply within one business day, and they should be able to help you out easily.
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### Author:  [@Robert\_Primak](https://community.frame.work/u/Robert_Primak)
#### Post date: [December 19, 2025, 5:57pm UTC](https://community.frame.work/t/unable-to-cancel-an-order-10-hours-after-purchase/18883/18 "2025-12-19T17:57:47Z")
Good to know. This is the kind of information which should be on the support page itself. Just a suggestion.
– Robert Primak