Auto-cancellation
Nguồn chính thức · TikTok Shop · Thông tin chính thức
Cập nhật: 18/06/2025
Tình huống
TikTok Shop Vietnam sellers face automatic order cancellations under specific conditions, which impact order Vận chuyển and seller performance metrics.
Insight
TikTok Shop automatically cancels orders in Vietnam under these specific circumstances: (1) Seller fails to process customer cancellation request within 48 hours; (2) For standard orders, seller fails to update order status to “To Ship - Awaiting Collection” or hand over orders to Logistics Service Providers (LSPs) within the auto-cancellation timelines, OR the order status remains at “To Ship - Awaiting Collection” beyond the auto-cancellation timelines; (3) For pre-orders, order not shipped by the Expected Shipped Date (calculated as 2 calendar days added to the number of days chosen by seller to ship); (4) Order status remains at “To Ship - Awaiting Collection” exceeding the Service Level Agreement (SLA) period; (5) For Ship By Seller orders, orders not delivered within 15 calendar days; (6) Customer does not pay for the order; (7) LSP reports order as lost or damaged while enroute; (8) TikTok detects illegal, fraudulent or suspicious activity, or determines Vận chuyển would violate local law; (9) TikTok believes cancellation is necessary to protect customer experience. Sellers receive email notification at least 1 calendar day before auto-cancellation takes effect.
Hành động
To prevent auto-cancellation, sellers should: (1) Notify Customer Service Team via Help Center if LSP has not picked up orders within 1 calendar day of status being updated to “To Ship - Awaiting Collection”; (2) Regularly update and maintain Tồn kho to prevent stock sourcing or order Vận chuyển delays; (3) Ensure LSP immediately scans all orders upon receipt, and notify Customer Service Team via Help Center if they fail to do so. Sellers should also Reviews the TikTok Shop Customer Order Cancellation, Return and Refund Guidelines for Sellers for additional information.
Điều kiện áp dụng
Applies specifically to Vietnam market. Different rules apply for standard orders vs pre-orders vs Ship By Seller orders. Auto-cancellation timelines vary by order type.
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Completion (Hoàn tất đơn)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=6837776050571010
Xem thêm: