This article offers a quick and easy guide to effective cancellation request management. Please note this only applies to orders that are Shipped by Seller.

What are the benefits?

How to Manage Cancellations

We have made it easier for you to manage your cancellation requests, reducing the the manual time required to process any cancelled orders. Therefore, we have provided you with 2 ways to manage your cancelled orders:

Option 1 - Set Up a Cancellation Auto-Approval Timeframe

1. You can set up an auto approval timeframe for cancellations. This means that you will not have to manually approve or reject the cancellation request within your chosen timeframe, reducing the manual workload on your end.
2. Auto approval timeframe will only apply to orders that are under the [Awaiting Shipment] order status.
3. To set up this go to: Manage Orders > Fulfilment settings > Cancellations.
   
4. Click on To create > Add new rules
5. Once you select this option, you will be able to set up the rules:

• Set up the Policy name
• Select the Accepted return reason(s)
• Select the Product category
• Set the Refund range
• Set the Effective period
• Set the Auto-approve cancellations window
  • Within remorse window: Specify the time period when customers' cancellation requests will be auto-approved after they place an order
  • At specific times: Specify the schedule when customers' cancellation requests will be auto-approved
    

6. Click [Confirm]. Now, orders requests for cancellations that are initiated by buyers will be automatically approved as long as the cancellation happens within the timeframe you have selected.

• You can toggle on/off the rule, edit or delete it anytime in the Fulfilment Settings.
  

7. Once an order is cancelled by a buyer, it will automatically be moved to the [Cancelled] tab.

6. Any orders that are cancelled outside of the timeframe you selected will need to be manually [Approved] or [Rejected] by sellers.

Option 2 - Manually Approve or Reject Cancellation Request

1. If you do not have an auto approval timeframe set up OR a buyer requests a cancellation of their order outside of the auto approval timeframe you have, then you need to manually approve or reject this request.
2. You must accept or reject the request within the review window specified here, otherwise the cancellation will automatically be approved.
3. You can access all cancellation requests by navigating to Orders > Manage Orders. On the 'Action Needed' tab, you will find the 'Cancellation Requested' filter, displaying the number of received requests. Click on this quick filter to view your cancellation requests.
   
4. From here, you have the option to accept or reject each cancellation request that you receive, as long as it falls under the 'To Ship' tab. Follow the steps below:
   

Accepting the Cancellation Requests

• To accept a specific cancellation request, click on the corresponding order and select 'Respond' A new window will open, allowing you to confirm the cancellation details for that order.
  
  

Rejecting the Cancellation Requests

• If you decide to reject cancellation requests upon reviewing the orders, you must prepare the package and hand it over to the shipping provider or upload the tracking ID within the review window specified here. Once completed, the buyer will be notified that their request has been rejected and their order has been shipped.
  

FAQ

1. Can I modify or update my response to a cancellation request after I've submitted it?

No, once you've submitted a response to a cancellation request, it cannot be modified or updated. It's crucial to carefully review and provide an accurate response during your initial action.

2. Can buyers cancel an order after it has been shipped or delivered?

No, buyers cannot cancel an order after it has been shipped or delivered. However, they can request returns or refunds in accordance with our return policy.

3. How long does it take for a refunded amount to reach the buyer after I approve a cancellation request?

Refund processing times vary by payment method but typically range from 1 to 14 working days. Buyers should contact their payment provider for specific timelines.

---