Order Cancellation

When can my customer cancel an order?

• If the order is to be fulfilled by Ship by Seller, customer can cancel the order within 1 hour of placing the order
  • After 1 hour, the cancellation request needs to be reviewed by you within 1 business day, or the request will be approved by TikTok Shop.
• If more than 7 business days have passed since payment was made and the order's status is still "Pending". This will add to your Seller-Fault Cancellation Rate.

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 Performance Evaluation 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