KakaOnline KB

Order Cancellation

4 phút đọc

Order Cancellation

Nguồn chính thức · TikTok Shop · Thông tin chính thức

Cập nhật: 13/08/2026

Tình huống

TikTok Shop sellers in Vietnam (also applies to Indonesia, Philippines, Singapore, Thailand) need to understand order cancellation rules for Ship-By-TikTok and Ship-By-Seller orders, including customer cancellation rights, seller cancellation procedures, COD inspection policies, and auto-approval tools.

Insight

TikTok Shop’s order cancellation policy distinguishes between Ship-By-TikTok (SBT) and Ship-By-Seller (SBS) orders with different rules for each. For SBT orders, customers can cancel before status changes to “In Transit” without seller approval; after “In Transit” status, LSP approval is required; after “Out for Delivery” (when order has left Final Logistics Delivery Hub), cancellation is only allowed if Estimated Delivery Date has passed. SFCR impact: no impact unless late dispatch deadline passed before “Shipped” status. Exception: all LIVE Auction cancellations must be approved by sellers. For SBS orders, customers can cancel within 1 hour without seller approval; after 1 hour, seller approval is required within 1 calendar day. Exemptions apply to: shipped-by-seller orders, pre-orders, perishable goods, virtual products, next-day delivery orders, instant/8H/4H delivery orders. For cancelled products after pick-up, LSP returns them; if mistakenly picked up after cancellation, sellers must Kháng cáo through Seller Center. COD policy (pilot/testing phase, J&T only): customers may inspect outer packaging before payment and reject without payment; orders over 500,000VND and Fresh & Frozen Food cannot be opened/inspected. Inspection requires courier-videoed unboxing with customer consent; customers must accept if original packaging/seals damaged; partial rejection not allowed - must accept or reject entire delivery. Auto-Approval Tool: activates if sellers don’t Reviews >90% of cancellation requests in time for 1 month; auto-approves requests where total product value < 790,000VND (~$30 USD, exchange rate varies), reason is not “Suspected Hàng giả,” and customer has used tool ≤3 times/month; activated minimum 15 days, deactivatable after 15 days via Vận chuyển Settings. Platform may cancel orders per Order Fulfillment Timelines. Sellers can only cancel unshipped orders or when unable to fulfill due to insufficient stock/damage, with requirements: inform customer via in-app notification, provide reason in English or customer’s language, not ask customer to cancel, issue full refund. Violations result in Xử phạt actions with escalating penalties for repeat offenses.

Hành động

Sellers should: remove cancelled orders before LSP pick-up/drop-off and do not hand over cancelled orders to avoid untrackable lost parcels; if operational difficulty removing cancelled orders, ensure courier scans all parcels on-site so courier can identify and remove cancelled parcels; cross-check actual handover quantity with LSP courier scan count; collect proof of handover daily including: photo of LSP scan log showing quantity, chat records with LSP stating clear quantity, printed handover list with parcel quantity, tracking numbers, and signatures of both parties; handover list should include: shop name, warehouse telephone, handover date, address, parcel quantity, tracking number list, both signatures. For damaged/missing returns: file Kháng cáo via Seller Center → Orders → Manage Orders, select “I didn’t receive the return package” with proof of handover to LSP, or “Product is damaged or used” with evidence; track appeal status same page; contact LSP via hotline or Seller Center if available; contact Customer Service team. View cancelled orders at Seller Center → Manage Orders → Cancelled. Track in-transit cancelled orders at Seller Center → Manage Orders → Failed Delivery.

Điều kiện áp dụng

Applies to TikTok Shop sellers in Vietnam, Indonesia, Philippines, Singapore, Thailand. COD inspection policy only applies to J&T shipping service and is in testing phase with terms subject to change. Auto-approval threshold of 790,000VND is calculated in USD and may vary by exchange rate. LIVE Auctions always require seller approval for cancellations. Next-day, instant, 8H, 4H delivery orders have different cancellation rules.

Liên kết

Xem thêm:

Sơ đồ

Liên kết ngược