Order Management & Cancellations

Order Management

To make your order processing easier, TikTok Shop has upgraded our Manage Orders page. This redesign provides a more streamlined experience, letting you focus on your core operations.
What’s changed on the Manage Orders page?

1. We’ve added a Pending Action board that actively identifies 6 types of abnormal order statuses, reminds you to take corrective measures, and helps you efficiently manage abnormalities.
   

2. Searching for your orders is simpler and more customizable.
   1. You can search for up to 100 different order IDs, tracking numbers, product IDs, and SKUs in one search bar at the same time. Just separate your parameters using commas and quotation marks (",").
      
3. You can also filter by other parameters. Just click Filter, and then click Apply after you’ve made your selections.
   
4. In the previous version of the Seller Center, Manage Cancellation was a separate page, but now you can manage cancellation requests in the convenient Manage Orders module
   

If you're using Seller Shipping (formerly Ship by Seller), you'll need to approve a buyer's order cancellation or upload tracking info within 24 hours of receiving the cancellation request.
When buyers request order cancellations, one of the following will occur: How to Manually Accept Order Cancellation Requests
How to Upload Tracking Info to Reject Order Cancellation Requests

4. The Manage Orders page now lets you bulk-select orders and directly finish fulfillment. This new functionality helps you create and edit up to 600 shipping labels at mass!
   
   

See more details about the new order processing steps for "TikTok Shipping"/"Seller Shipping" orders at these links:
How to process “TikTok Shipping” Orders?How to process “Seller Shipping” Orders?When you click for all, the system will select the orders of the current page by default. If you want to select more orders to finish shipping in bulk, you can choose "Select XX orders in the list".

5. We’ve also added easy access to shipping labels, which will see all your shipping label information in one place, and easily recreate or reprint labels if there are any errors.
   
   
6. When you click the drop-down button, you can see the new entry of Contact buyer.
   
7. If you still prefer the previous view of the order list, you can choose to change "View Mode", just click "..." and click "Card view".
   

Order Cancellations

Understanding the order cancellation process is crucial for maintaining smooth operations and delivering great customer service. By following these key points and best practices, sellers can manage order cancellations effectively and avoid potential issues.
Best PracticesSellers may encounter situations where they need to cancel orders. Follow these best practices to ensure operational excellence.

• Cancel After Pending Period: If for an unforeseen reason sellers need to cancel, start the cancellation process for confirmed orders after the "Pending" period but before the order status changes to "Shipped."
• Manage Stock Issues Responsibly: If a product is out of stock or damaged, quickly notify the customer using in-app notifications and then cancel the order. Ensure you provide a reason for cancelling the order.
  • For multi-item orders, cancel only the unavailable items and fulfill the remaining items. Provide separate shipping labels and tracking information if splitting items into different packages.
• Provide Quick Refunds: Provide customers a full and prompt refund for any canceled items or orders.
• Avoid Asking Customers to Cancel: Don't ask customers to cancel orders due to stock issues. It's your responsibility to manage the cancellation process.
• Don't Ignore Seller Fault Cancellation Rate (SFCR) Impact: Be aware that seller-initiated order cancellations affect your SFCR.
• Avoid Abusive Behaviors: Never use abusive language or change transaction terms (such as price) after the sale is completed.

Please note: If using Fulfilled by TikTok (FBT), all customer cancellations are handled by TikTok Shop.Customizable ToolsYou can manage cancellation settings through the Seller Center under Fulfillment Settings > Cancellations. For step-by-step guidance, refer to the Customizing Your Cancellation Features article.
Automated Cancellation ApprovalYou can simplify the cancellation review process by enabling automated approvals. Orders that meet your set rules will be automatically approved, and you will be responsible for these approvals.
Cancellation WindowSelected 3PL sellers can adjust their cancellation window by choosing:

• 1 hour
• 5 hours
• 24 hours

If no custom window is set, the default policy applies, allowing customers to cancel orders before the package is shipped.
How to Avoid Order Auto-Cancellation

• Keep Order Statuses Current: After the order creation date, sellers have 3 business days to update the order status to "Ready to Ship." If the status is not updated within 7 days, the order will be automatically canceled. The following also occurs when auto-cancelling:
  • Two business days before auto-cancellation, TikTok Shop will send customers an email and in-app notification allowing them to choose “I want to wait” to keep the order or cancel it.
    • Customers of Fulfilled by TikTok (FBT) orders will not receive this email and in-app notification.
  • If customers do not respond within two business days, TikTok Shop will auto-cancel the order.
  • Payments are refunded after auto-cancellation.
• Adhere to Delivery Deadlines: If a customer chooses to wait and the product isn't delivered within the designated delivery time, the order may be auto-canceled. Refunds must be processed within 5 calendar days after cancellation.
• Don't Ignore Cancellation Requests: Sellers must upload the tracking number or approve the cancellation request within 24 hours. Otherwise, TikTok Shop will automatically approve the request.

Cancel Orders EfficientlyUnderstanding and managing order cancellations is key to keeping your business running smoothly. By staying on top of order statuses, meeting delivery deadlines, and handling cancellations quickly, you can avoid issues and keep customers satisfied. Use these practices to cancel orders efficiently and maintain a positive selling experience on TikTok Shop.
For more information, please refer to our TikTok Shop Customer Order Cancellation, Return, and Refund Policy.