Set Up Cancellation Auto-Approval Window(for Orders Shipped by Seller)

01/03/2024

Applies to:United States

Manage Orders

AI Summary

Sellers using Shipped by Seller (3PL) can extend buyer auto-approved cancellation time beyond the default 1-hour post-payment hold by setting 1, 3, 5 hours, or before RTS in Seller Center > Fulfillment settings. Cancellations within the chosen window are automatically approved and refunded; after that, sellers must manually confirm unless the order is already shipped, in which case they should upload tracking to reject the request.

For Sellers who use Shipped by Seller (3PL) as an option to fulfill their orders, cancellation requests initiated by Buyers after 1 hour of payment are subject to Seller confirmation. However, we also support Sellers to set a longer (>1hr) cancellation auto-approval window based on their actual shipping flow.

Sellers can set up the cancellation auto-approval window in the Seller Center -> Fulfillment settings page. Go to the Cancellation auto-approval settings module to click the Set up button. They can choose 'submitted within 1 hour, 3 hours, or 5 hours after awaiting shipment status', or 'before RTS' (Dispatch SLA) as a cancellation auto-approval window period. All the cancellations initiated within this time period by Buyers will be automatically approved and refunded to Buyers.

If the seller doesn't go to the fulfillment setting to choose the cancellation window option, then the default is 1 hr "on hold" after the order is paid + 0 hours of free cancellation in "awaiting shipment status";
If the seller goes to the fulfillment setting to choose this feature: 1/3/5 hours, then the default is 1 hr "on-hold" after the order is paid + 1/3/5 hours of free cancellation in "awaiting shipment status".

If the time set by Sellers is shorter than the RTS (Dispatch SLA), then during this time period until the RTS, the Seller needs to manually handle cancellations if Buyers initiate them.

After Buyers initiate a cancellation request, they will receive a notification on the order status page indicating that they need to wait for the Seller to confirm the cancellation.

Upon receiving a cancellation request, if the Seller has already shipped the order, the Seller can choose to upload the logistics tracking number to move the order status to Shipped. The Buyer will be notified that the cancellation request was not approved. If the package has not yet been shipped, the seller can click on the cancellation details and proceed with the cancellation request.