Quote from customer: "I'm not sure how to go about canceling the order for now. Confusing website"
Yup. Many reasons they would need to but instead it's a REJECTION from the hub.
I select "Customer is not interested in the order anymore" and then it has a mandatory field for why I'm declining.
...it's because the customer isn't interested. Let them do this.
If I see a customer with 0 complete orders and 3 in process I know they've submitted the same model to multiple people. We do a lot of work when getting a model- to check it and make sure it will print and plan on how to fit it into our schedule. These are the people that cancel for no reason. They bring down our completion rate. They're playing us off each other and we don't know why.