You can cancel your order with the Lyssna panel before all of your responses have been collected. Credits for the remainder of the order will be automatically refunded back to your credit balance when your order is canceled. Credits that were used to successfully collect responses before canceling will not be refunded.
Canceling an order is also necessary if you need to update order details such as participant demographics or other specific requirements. This allows you to place a new order with the corrected details.
Modifications to active orders are not permitted. To make changes, you must cancel the existing order and place a new one with the updated details.
After you cancel an order, the credits for unused responses will be refunded to your account. You can use these credits to place a new order with updated requirements if needed. You will retain all the responses already collected before the order cancellation, ensuring the results already gathered are not lost. Lyssna also ensures that any participants from the initial order are excluded from the new recruitment to maintain data integrity. If you've received all the responses you need, refunded credits can be saved for use on future studies.
How to cancel your order
Go to the Recruit tab of your test.
Navigate to the active order under your Recruitment activity and click Recruiting.
Select Cancel order from the drop-down menu.
You'll first be asked the reason for your cancelation. Then you can select Cancel this order to confirm you want to cancel your active order.
Once canceled, you will see the amount of unused credits refunded back to you. Any credits from canceled orders are returned to your account balance and available for use in future orders.
If you encounter issues with an order cancellation, such as missing credits or unexpected deductions, reach out to Lyssna customer support, and we'll be happy to help!