📋 When to request a cancellation
If an order has not been published, you can contact our team to request cancellation and a refund review. Include the order details, especially if the order has been pending for several days or weeks.
🔎 Check your order details
- Sign in to Search Atlas.
- Open OTTO SEO from the left sidebar.
- Review the relevant site and order information.
- Note the order name, site URL, creation date, amount charged, and current status.
🛑 Request cancellation and refund
Open the chat widget in the bottom-right corner of the platform and type human teammate. Tell the team that the order is unpublished and that you want to cancel it and request a refund. Provide the order details and explain how long it has been pending.
Our team will review the order status and confirm whether cancellation and a refund are available. Do not create a duplicate order while the review is in progress.
💰 What happens after approval
- The order is canceled if it has not already been published or completed.
- Any approved refund is sent to the original payment method.
- Your card provider may take additional business days to display the refund.
- The support team will confirm the outcome and let you know if more information is needed.
⏱️ If the order has been pending for weeks
Mention the full waiting period in chat, such as “This order was created three weeks ago and is still unpublished.” Include screenshots if they help identify the order, but do not share full card numbers or other sensitive payment information.
If you need further assistance, open the chat widget in the bottom-right corner of the platform and type human teammate to be connected with a member of our team.