Ayesha KhanTikTok Shop allows both customers and sellers an opportunity to cancel orders under certain terms and conditions. The platform provides a transparent and straightforward process for cancellation for both parties. Here are some general rules that apply to both customers and sellers.
General Principles of Cancellation
TikTok Shop allows Customers to cancel orders before the seller order status changes to “To Ship – Awaiting Collection”. Once that status updates, cancellation becomes more complex.
Some important points should be considered
- If a Customer cancels the order before it reaches the status “To Ship – Awaiting Collection”, they are entitled to a full refund of the amount paid.
- Open communication is encouraged between Sellers and Customers before canceling.
- If a Seller suspects misuse of the cancellation option, they can raise a complaint using the “Complaints – Complain Customers” option in the Seller Center.
Cancellation by the Customer
Customers can initiate cancellations under specific conditions which depend on order type and timing. There are two main ways your orders can get cancelled.
Automatically Processed Cancellations
These cancellations are handled by the system without needing Seller approval
For “Ship by TikTok” orders: Cancellations are approved automatically since TikTok is responsible for fulfilment.
For “Ship by Seller” orders cancelled within 1 hour of placing the order: if a customer cancels the order within the first hour of order placement, the order will be instantly cancelled by the system.
For “Ship by Seller” orders cancelled more than 1 Working Day after the late dispatch deadline: When the Seller misses the dispatch deadline by over a day, the system allows automatic cancellation.
Manually Processed Cancellations
These cancellations apply when Seller approval is required before the order is shipped:
For “Ship by Seller” orders where the customer makes the cancellation request after 1 hour of placing the order: The Seller must manually review and take action on the request.
In this scenario:
- Sellers must respond within 1 Working Day: If they fail to act within the timeframe, the system will cancel the order automatically.
- Cancellations must not be refused unfairly: Sellers are expected to comply with legal obligations and respect the Customer’s right to cancel.
Once you understand how the cancellation process works, let’s find out how a buyer can cancel after placing an order at a TikTok shop.
How to Cancel an Order on TikTok Shop As a Buyer
If you have made a purchase on TikTok but want to cancel before it gets delivered, here is the detailed process you need to follow.
- Open TikTok Shop : Launch the TikTok app and go to your TikTok Shop section.
- Navigate to “Orders” :Tap on “Orders” (or “My Orders”) to view your recent purchases.
- Select the Order to Cancel: Find the specific order you want to cancel from your list. Click the “Cancel Order” button (located at the bottom right).
- Choose a Cancellation Reason: Select the appropriate reason for cancellation from the provided options. Click “Continue” to proceed.
- Confirm Cancellation: Review the details and tap “Continue” again. Finally, click “Submit” to complete the request.
- Confirmation: You’ll receive a notification confirming the cancellation. The order status will update, showing the cancellation reason, request number, and date.
Here are some key points to consider
- Cancellation is only possible before the seller ships your order.
- Refunds (if paid) may take a few days, depending on your payment method.
- You’ll receive an email/TikTok notification once the cancellation is processed.
If the “Cancel Order” button is missing, the seller may have already shipped it. In that case:
- Wait for delivery & request a return (if needed).
- Contact TikTok Shop Support for help.
This process explains how a buyer can cancel the order. But can sellers cancel an order? Let’s discuss in detail.
Seller-Initiated Cancellations
Sellers may cancel an order only under specific, justified conditions before it reaches the “To Ship – Awaiting Collection” status. Here are some conditions that must be fulfilled if the order is cancelled by the seller.
- Cancellations must comply with TikTok Shop UK Seller Terms of Service: Sellers are not permitted to cancel orders arbitrarily or without valid grounds.
- Notification is required before cancellation due to missing payment or customer details: Customers must be informed and given a fair chance to complete payment or share the necessary information.
- If the item is damaged or unavailable, the Customer must be notified: Sellers should offer the option to cancel the order or propose a new delivery date.
- Late delivery is only allowed with the Customer’s consent: The Customer must agree to a clearly defined extended timeframe.
- Cancellation notices must be clear and timely: They should be sent via in-app notifications and email, written in the Customer’s local language, with a clear reason provided.
- Sellers must not pressure Customers to cancel: Cancellations due to Seller-side issues like stock shortages should be owned by the Seller and not pushed onto the Customer.
- High cancellation rates may trigger investigations: Frequent cancellations, policy violations, or suspected fraud may lead to enforcement actions by TikTok Shop.
How to View Cancelled Orders
Follow the process to easily track all cancelled orders and review cancellation requests in one place:
- Go to Manage Orders > Cancelled.
- This section displays a full list of cancelled orders, including relevant details and request statuses.
How to Manage Cancellations
To help streamline your workflow, TikTok Shop offers two convenient options for handling cancellation requests and minimizes manual processing time.
Option 1: Set Up a Cancellation Auto-Approval Timeframe
- Enable automatic approvals for pending cancellations.
You can set a custom timeframe so the system automatically approves or rejects requests. For this, there is no manual input needed. - Applies only to orders in “Awaiting Packing” status.
This automation reduces delays and simplifies cancellation handling. - Follow these steps to set it up
Go to Manage Orders > Fulfilment settings and locate the Cancellation auto approval settings section.
Order cancellation on tiktok shop as a seller
- Choose a timeframe that fits your shop’s workflow: After selecting your preferred duration, click [Save] to activate auto-approval.
- Cancellation requests from buyers will be auto-approved if submitted within the set timeframe.
- Cancelled orders are easy to track.:As soon as a buyer cancels an order, it is automatically moved to the [Cancelled] tab.
Cancellations outside your selected timeframe require manual action: You’ll need to either [Approve] or [Reject] these requests yourself.
Option 2 – Manually Approve or Reject Cancellation Requests
Manual action is required in two scenarios: If no auto-approval timeframe is set up, or the buyer’s request falls outside of it. Act within 1 business day: If you don’t respond in time, the cancellation will be automatically approved.
- Accepting a cancellation request:The order will move to the [Cancelled] tab, the buyer will be notified via email, and a refund will be issued.
- Rejecting a cancellation request: To reject, upload the tracking ID information within 1 business day of receiving the request. Once rejected, the buyer will be notified that their request has been declined and their order is on its way.
Order cancellations on TikTok Shop are designed to be fair but firm. It is important to understand these rules for both buyers and sellers as it helps ensure a smooth transaction process. Always act promptly, communicate clearly, and follow the platform’s policies to maintain a positive reputation.
