I made a mistake in my request
It happens. The fix depends on whether the order has been confirmed yet.
Before you got a confirmation email
Just send a reply to the same thread (or a new email to shipments@modalglobalusa.com referencing the original).
Something like:
Hi — please disregard the time I sent earlier. The pickup window should be 2pm–4pm, not 1pm–3pm. Everything else is the same.
The system will read your reply, link it to the original request, and Troy will see the corrected version when he reviews. If review hasn't started yet, the corrected info simply replaces the original.
After you got a confirmation email
The order is in our dispatch system at this point. You can still adjust, but the steps are slightly different:
- Reply to the confirmation email and explain what changed
- Include the order/tracking number from the confirmation in the reply (it's already in the subject line if you reply to the same thread, so you usually don't need to copy it)
- Be specific: which field is wrong, what it should be
Examples:
Sorry — the delivery address should be Suite 400, not Suite 200. Same building.
We're going to need refrigerated transport, not ambient. The cargo is more temperature-sensitive than I first thought.
Cancelling this one — duplicate of order 123456 we already have in motion.
For time-critical changes (the pickup is in less than an hour), also call dispatch. See Who to contact.
Big changes vs small changes
| Change | What we'll do |
|---|---|
| Typo in a phone number, wrong suite number | Quick fix — order stays as-is, we just update it |
| Wrong pickup or delivery address | Fix the order, may need to re-quote if it changes the route significantly |
| Different cargo type or temperature class | Fix the order, may need to send a different vehicle |
| Cancel the request entirely | Order is cancelled in our system; if any service has already started, we'll let you know what's billable |
| Add a totally new shipment | Send a new email or new form submission — we don't bundle multiple shipments into one request |
Don't double-submit
If you realize the correction is big, the temptation is to send a brand-new request "just to be safe." Don't — that creates a duplicate order in our system. Always reply to the existing thread to update. We only treat it as a new shipment when you say so explicitly.
If you're unsure whether your correction was received, reply again with "Just confirming you got my correction about [X]" — better to ask than to duplicate.
What if the original was completely wrong?
Reply to the thread saying "Please cancel this request and disregard — I'll resubmit fresh." Then submit a brand new email or form. We'll ignore the original and process your new one as the canonical version.