Order Cancellation

When can my customer cancel an order?

Ship-By-TikTok Orders

• For products cancelled after pick-up, the products will be returned to you by the LSP.
• If your order was mistakenly picked up by the Logistics Service Provider after order cancellation, please raise an appeal through the Seller Center.
• Learn more about the Live Auction Policy here.

Ship-By-Seller Orders

Auto-Approval Tool Activation

To help sellers improve customer experience, we may activate the "Auto-Approval Tool" in certain cases (as below). The tool helps to speed up order cancellation request approvals.
How will this work?

• If sellers do not review >90% of received order cancellation requests in time for 1 month, the auto-approval tool will be activated.
• Only requests meeting the following criteria will be auto-approved using the tool:
  • Total value of all products in the request <RM124 (or <US$30, whichever is lower)
  • Any reason except "Suspected Counterfeit"
• Customers may only trigger the tool up to 3 times per month.
• Requests approved by the tool will be labelled as "Auto-approved by seller rules" on the Manage Cancellation page.
• The tool will be activated for a minimum of 15 calendar days, but can be deactivated after 15 calendar days through the Fulfillment Settings page.

*The cost is calculated in USD, and the amount in your currency may vary depending on the exchange rate. Please refer to the latest exchange rates.
Example: How Auto-Approval may apply

When will the platform cancel orders?

For information on when we may cancel orders, please read our Order Fullfillment Timelines article.

When can I cancel orders?

• If you have not shipped the order or updated the order status to "Shipped" yet
• If you are unable to fulfill the order because you have insufficient stock or the relevant product suffered unforeseen damage

However, you must do the following if you decide to cancel an order:

• Promptly inform your customer of the cancellation via an in-app notification
• Provide the reason(s) for the cancellation in English or your customer's language, whichever is applicable
• Not ask your customer to cancel the order instead
• Issue your customer a full refund for the order

If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.
Please see our Seller Enforcement Policy article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.

Where can I view my Order Cancellations?

You may view your cancelled orders by navigating to Seller Center -> Manage Orders -> Cancelled

How can I track logistics status of cancelled orders after the orders are in-transit?

You may track the logistics status of your cancelled orders by navigating to Seller Center -> Manage Orders -> Failed Delivery

What can I do if my returned cancellation is damaged or missing?

1. You may file an appeal via Seller Center -> Orders -> Manage Orders.
   • Click "Appeal"
   • Select "I didn't receive the return package" if your order was not returned
     • Attach proof that you had handed over your package to the LSP.
   • Select "Product is damaged or used" if the product is damaged.
     • Attach relevant evidence. Learn more here.

You may track the status of your appeal on the same page.

2. You may contact the LSP via the LSP hotline, or directly in the Seller Center if this option is available to you.
3. You may reach out to the Customer Service team.

Best Practices for Preventing Order Cancellation-related Issues

• Remove the cancelled orders before LSP pick up or dropoff. Do not hand over the cancelled orders to LSP to avoid any potential loss as the cancelled parcels will be untrackable.
  • If there is operational difficulty taking out the cancelled orders, please make sure that the courier scans all parcels on-site. The courier will be able to identify the cancelled parcels and remove them before LSP pick-up.
• When the courier scans parcels for pick-up, sellers need to cross check the actual handover quantity by sellers with the quantity recorded by LSP courier.
• Collect the proof of parcel handover in your daily operations. This includes:
  • Taking a photo of the LSP scan log (this refers to the log reflected on the LSP's device) displaying the quantity of parcels scanned.
  • Records of chats with LSP stating clear quantity of parcels scanned
  • Printed handover list with parcel quantity, tracking number and signature of both seller and LSP courier
• The following details in your handover list will aid in the process of potential escalations:
  • Shop name
  • Shop warehouse telephone number
  • Handover date
  • Handover address
  • Handover parcel quantity
  • Parcel tracking number list
  • Signature of both seller and LSP

Please read our TikTok Shop Customer Order Cancellation, Return and Refund Policy for more information