Cancellation by seller

All cancellations by and due to the seller affect quality metrics.

You can cancel orders in the “Awaiting shipment”, “Awaiting packaging”, or “Ready for shipment” status. If you deliver orders via a partner service, you can also cancel it in the “In transit” status. Send a cancellation request to the shipping provider. If the shipment can’t be canceled, the order won’t be canceled. If you deliver via China Post, you can’t cancel the order in the “In transit” status.

1. In the Logistics → Orders from my warehouse section select the shipment you want to cancel.

2. Click → Cancel shipment.

3. Select a cancellation reason and click Cancel shipment.

   

Cancellation by seller

The product is out of stock at the seller’s warehouse

If the product is out of stock, select The product is out of stock at the seller’s warehouse. The product quantity in your warehouse will automatically reset to zero. After that, you can:

• bring the product to the warehouse and specify its quantity;
• archive the product if you don’t want to sell it.

Other

If there’s no suitable cancellation reason in the list, select Other (seller’s fault) and describe the issue.

In case of delivery problems, partner delivery service will cancel the order.

Cancellation due to seller’s fault

Cancellation due to overdue shipment

If you fail to hand the shipment over to the carrier within 7 days after the scheduled shipping date, we’ll cancel your order.

Check your warehouse working hours carefully to ensure products are shipped on time.

Learn more about order management

Learn more about order preparation time

If a product is out of stock and can’t be shipped on time, hide its PDP until restocked.

Learn more about product management

Cancellation by delivery service due to seller’s fault

A delivery service may cancel an order due to your fault if:

• You asked for this. If you have issues with products, hide their PDPs.

• The order contains products that are prohibited for transportation or don’t meet the carrier’s requirements.

• You selected unsuitable delivery method. For example, your products exceed the maximum volume or value allowed by the selected carrier. Make sure you select the correct delivery method for each product. Check that you specified the correct product weight in its PDP.

  Learn more about restrictions and conditions of products delivery

  Learn more about delivery method change

• Rules for transportation of dangerous products are violated. Always label dangerous products.

• The product is labeled incorrectly.