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:

Out of stock

The resource went out of stock in the interim while our system / Fulfilment Team was in the process of purchasing your request. If it's not available at the moment to purchase it, the system cancels your request automatically and reimburses your credits immediately.

Third-party provider / Amazon Marketplace

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

At Learnerbly, one of our core priorities is to ensure our learners get a fast, consistent delivery experience. Our system and our guidelines allow only to purchase books that are sold and dispatched directly by and from Amazon (not Amazon Marketplace nor third-party sellers).

In order to qualify for purchase, it needs to say "Sold and dispatched by Amazon", similar to in the image below:

image.png (2822×1268)

Pre-order

Our system and teams are unable to purchase books or resources that are for pre-order. This is because all resources need to be available immediately. Pre-orders are treated similarly as "out of stock".

Amazon system error

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.

Delivery Issue

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.

Price changed - No reply after 48hr

Sometimes, the price of the resource that you requested might increase in the interim between you placing the request and our team/system purchasing the resource. This can happen as the provider stockists (especially Amazon) are very dynamic and our prices shown on the platform are not live.

If our team see that that is the case, they will get in touch with you asking you if you agree with the new price. The message is similar to this:

If we don't hear back after 48hrs of sending that message, our team will cancel and refund your credits immediately.

GDPR reasons

Some orders might get cancelled as, in order to fully process the request, the provider asks for personal information from the user (you), such as passport numbers, personal emails, creation of a personal account, driver's licence etc, and, due to GDPR policies, we are unable to provide that data. When circumstances like this happen, we will cancel and refund your request.

Recurrent payments

We cannot fulfil resources from providers that require rolling payments (such as subscriptions that renew monthly or annually automatically) and do not offer indirect purchasing mechanisms (like gifting or checkout codes).

Shared payment details to third parties

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

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

Delivery date greater than 14 days

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 refuse, cancel and refund those requests.

This normally happens with resources that are provided by third-party/Amazon Marketplace sellers that have proven to be not reliable and do not fully comply with our Content Policy.

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


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