Auto-cancellation
There are specific situations where we will automatically cancel an order and refund your customer. We do this to preserve a positive shopping experience for our customers while also helping you meet your customer service standards. These situations are as follows:
- If you do not process your customer's cancellation request within 24 hours
- For standard orders, if you do not update your customer's order's status to "To Ship - Awaiting Collection" within the Service Level Agreement (SLA) period. Please see our Order Fulfilment Timelines article for more information.
- For standard orders, if your Logistics Service Provider (LSP) has not collected the order within the Service Level Agreement (SLA) period.
- For pre-orders, if the order was not shipped by the Expected Shipped Date (calculated by adding 2 calendar days to the number of days chosen by the seller to ship the order).
- The order's status has remained at "To Ship - Awaiting Collection" for a period exceeding the Service Level Agreement (SLA) period.
- Your customer does not pay for the order.
- The LSP reported the order as lost or damaged while enroute to your customer.
- We detect illegal, fraudulent or suspicious activity, or determine that fulfilling the order would violate local law.
- We believe that cancellation is necessary to protect your customer's experience.
What are the Service Level Agreement (SLA) periods?
- The order is not ready for shipment within 2 working days from when the order was placed (i.e. the order status is not set to "To Ship - Awaiting Collection").
- The order is ready for shipment but has not been collected by the logistics provider within 3 working days from the date the order was placed.
Frequently Asked Questions (FAQs)
What can I do to prevent auto-cancellation of my orders?- We strongly encourage you to:
- Notify our Customer Service Team via the Help Center if the LSP has not picked up your orders within 1 calendar day of their status being updated to "To Ship - Awaiting Collection"
- Regularly update and maintain your inventory to prevent stock sourcing or order fulfilment delays
- Ensure the LSP immediately scans all orders upon receipt and notify our Customer Service Team via the Help Center if they fail to do so
- Yes, we will notify you via email at least 1 calendar day before an order is auto-cancelled.