Tenant Screening Order Cancellations and Limitations
To cancel a tenant screening order, follow these steps based on your account options.
Go to the Screening tab in your account.
Click into the specific order you'd like to cancel.
Select the three dots (options menu) in the right hand corner
Choose Cancel from the menu.
For orders containing a TransUnion Credit Report cancellation must occur before the applicant completes their identity verification.If your order has not begun processing, any pre-authorization charges you see are typically authorization holds and not payments. These will automatically be removed within a few business days after cancellation.
Manual Review and Support Team Assistance
If there is no cancellation option visible, or your package doesn't support self-service cancellations, contact the Stessa support team. They will evaluate the order status and determine the next steps for processing the cancellation and possible refunds.
Common Cancel Reasons in Screening Orders
Incorrect Email Address Provided: Cancel the current order and place a new one with the corrected email address. Any unused authorization holds will clear within 3-5 business days.
If you need further assistance with canceling an order, click the messenger icon in the bottom right corner to connect with our support team.Some packages do not notify or involve tenants during the screening process. In such cases, manual intervention and confirmation may be required to proceed with the cancellation.
Frequently Asked Questions
Can I cancel an order after it has been processed?
If a report has already been processed, cancellations are no longer possible. Eligible refunds are based on unused portions and specific conditions.When an order is successfully canceled and has not started processing, authorization holds will be lifted shortly. For manually reviewed or charged orders, refunds depend on the processing status and are evaluated case by case.
If I cancel an order with an incorrect email address will I still be charged?
No, you are only charged for completed orders. At the time of ordering there is an authorization hold which will be fully charged when an applicant completes their identity verification and the TransUnion report is completed.Authorization holds are temporary and usually disappear within 3–5 business days after cancellations, provided no processing has occurred.
How long does it take for the charge to disappear after I cancel?
Pending charges typically disappear within 3–5 business days after the cancellation.
What information do I need to provide for a refund request?
Ensure you have the following details:
Your Stessa account information
Order ID or transaction details Providing accurate details allows Stessa to efficiently review and process your refund.