Cancel order request now says shipped

Hi, According to the support page, to cancel my order I was supposed to reply to the order confirmation email, per the contact us page.
Well I did that 4 days ago and still have not gotten a reply and now I got a notice that the order has shipped.
I accidently ordered the wrong product and was going to resubmit my order with the correct one.

[Order #31978]


Sorry guys, things are a mess right now. Were undergoing a big transition, and it appears our ticket system is not picking up all email replies as it should be… we are investigating.

In any case, we will make it right. Please start a ticket using the orange help :help: button on the website home page and we will sort it out with you.