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How to Cancel a Request or Request a Refund

What to do if you need to cancel a transcript or audio request, and how refunds are handled on TheRecordXchange.

Written by Brandon Townsend
Updated over a week ago

Before you cancel — a few things to know

Transcript and audio requests on TheRecordXchange are fulfilled by the court or court reporter assigned to your case — not by TRX directly. This means cancellation and refund eligibility depends on the status of your request and whether work has already begun.

The sooner you act, the better your options.

Step 1 — Check the status of your request

Log in to the site where you placed your order and open your request. The current status is displayed on the Details tab. Here's what the most common statuses mean for cancellation:

  • Submitted — Your request has been received but not yet claimed. Cancellation is typically straightforward at this stage.

  • In Production — A court reporter has claimed your request and work may have begun. Cancellation may still be possible but is at the discretion of the provider.

  • Deposit Required — A deposit has been requested but not yet paid. You can decline to pay and contact support to cancel.

  • Completed / Balance Due — Work has been completed. Cancellation is generally not available at this stage.

Step 2 — Post a message on your request

The fastest way to request a cancellation is directly through the platform. This ensures the court reporter and TRX support are both notified immediately.

  1. Open your request and click the Messages tab

  2. Post a message clearly stating that you'd like to cancel and the reason (for example: "I need to cancel this request — my hearing has been rescheduled" or "I need this before my trial tomorrow — please advise on cancellation")

  3. The court or court reporter will be notified and can respond directly

Tip: If your situation is time-sensitive — for example, you have a hearing the next day — say so clearly in your message. This helps the team prioritize your request.

How refunds work

Refund eligibility depends on whether work has started on your request:

  • If work has not started — A full refund is generally available. TRX support can process this once cancellation is confirmed.

  • If work has partially started — A partial refund may be available depending on the amount of work completed. The court reporter or provider will advise on the amount.

  • If work is complete — Refunds are generally not available once a transcript or recording has been delivered.

Refunds for credit card payments are processed by TRX Accounting back to your original form of payment. If you paid by check or off-platform, refund timing may vary.

Note: TRX support does not have the ability to cancel requests on your behalf — this must go through the court or court reporter handling your request. However, we can assist if you're not getting a timely response.

Need urgent help?

If your request is time-sensitive and you haven't received a response through the Messages tab, contact TRX Support directly:

Please include your request number and a brief description of your situation so we can help as quickly as possible.

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