The Cancellation Request tool is designed to enable you to process order cancellation requests from customers, delivery services, or independently.

Benefits #

• No need to ship or deliver canceled orders.
• You can confirm the cancellation and keep the products, money, or both.
• Cancellations by customer will not affect your ranking and will not lead to product locking.

Points to remember #

• Customers can cancel orders in the “Awaiting packaging” status right in their personal accounts.
• Customers can submit cancellation requests for orders with the “Shipment Pending” status, and delivery services may request cancellation for orders “In Shipment”. You need to respond to the request within 3 days, otherwise the request will be approved automatically, the order will be canceled, and the money will be refunded to the customer.

Cancellation by customer #

1. The customer clicks on Cancel Order in their account.

2. You receive an order cancellation request.

3. You can view all your requests in the Logistics → Cancellation Requests section of your profile.

   

4. You are free to either approve or decline the request. To do this:

   1. Select the request.

      

   2. Click on Approve Request or Decline Request. When declining a request, leave a comment.

      

5. Depending on your decision, the shipment will be:

   • delivered to the customer;
   • canceled and the cash refunded to the customer.