Depending on the type of the resource, requests are either purchased manually by our Fulfilment Team or, automatically by our system.

If your request got cancelled, it could be due to the following most common reasons:

The resource was out of stock during the time when our system/Fulfilment Team was in the process of purchasing your request. Should the item currently be unavailable for purchase, the system will automatically cancel your request and refund your credits promptly.

For Amazon books, in particular, the book request will be cancelled if it's currently available by a third-party seller or from Amazon Marketplace.

We cannot purchase books that are not sold and dispatched by Amazon itself (i.e. Marketplace and 3rd parties) as they are not reliable and do not always offer consistent shipping.

In order to qualify for purchase, it needs to say "Sold and dispatched by Amazon" in the same Amazon region where you are currently residing, similar to in the image below:

Our system and teams are unable to purchase books or resources that are for pre-order due to the requirement for all resources to be available immediately. Pre-orders are regarded similarly as being "out of stock".

Not all systems are perfect. Not even Amazon's. On very rare occasions, the Amazon system might not register the request and don't process the purchase. As a result, Amazon's system cancels the order and refunds the order.

There was an issue with the delivery, either the product got damaged in transit, the carrier couldn’t deliver it, the item go missing etc. In those situations, the item gets returned by the provider and issues a refund.

Occasionally, the cost of the resource you requested may rise between the time you place the request and when our team/system purchases it. This occurs because provider stock prices, especially on platforms like Amazon, are highly dynamic, and the prices displayed on our platform are not real-time.

If our team notices that the price is higher than what is displayed on our platform, they will promptly cancel the order and refund your credits.

In some cases, orders must be cancelled as we are not allowed to provide personal information, such as passport numbers, personal emails, a personal account, or a driver's license, in order to completely process the request due to GDPR regulations. In these situations, the request will be cancelled and a full refund issued.

We are unable to fulfil resources from providers that require recurring payments (such as subscriptions that automatically renew on a monthly or annual basis) and do not offer indirect purchasing mechanisms (like gifting or checkout codes).

Sometimes, with certain providers, our payment details will be shared with the user who requests and our payment system does not allow this, therefore, we cannot proceed with the purchase of these resources and we proceed with the cancellation.

Hardware, such as Kindle devices, does not qualify as "work-related training". Any type of hardware request will get cancelled in accordance with our What is work-related training.

At Learnerbly, one of our core priorities is to ensure our learners get a fast, consistent delivery experience. For this reason, our system and teams are unable to purchase books or resources whose delivery time is greater than 14 days from the date of purchase. Our Fulfilment team and the system will cancel and refund those requests.

You can keep an eye on that resource so once the delivery date is shorter, you can request it again via our platform.

After fulfilling your request, if the status of the book remains unchanged or the request is not shipped for over a week, our team will cancel and refund your request.

Your request might be canceled if there is incomplete information, such as your address or contact number. For instance, even if the resource is in digital format, some providers may still require this information to complete the purchase.

This often happens, especially when learning budgets are about to expire, and many users rush to spend their budget at the last minute. If your approver fail to approve them before your budget expires, the system cancels it automatically to prevent deduction using the new budget instead of the old one.
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💡 Friendly reminder: It's not ideal to spend learning budget when it's about to expire, especially considering situations that are beyond our control, for example your approver fails to approve any request before the budget ends or if there is any issue with the resource such as with physical books. We have no influence over their logistics, and resolving issues with delivery or if there is any issue with the books can take time.