Important: TikTok Shop Order Cancellation & After-Sales Policy Update
Jayson 26 Jan 2026 12:07ENCopy link & title
According to official announcement from TikTok Shop, the order cancellation deadline will be updated starting January 27, 2026. This update allows customers to request order cancellation if their order does not arrive before the estimated delivery date, even if the order status is "in transit".
Sellers can refer to the updated customer cancellation timelines below:
These cancellation requests will be reviewed and approved by your Logistics Service Provider (LSP). Once approved, the cancelled items will be refunded to you and will not affect your SFCR (Seller Fault Cancellation Rate), unless the order was shipped after the delayed delivery deadline.
Sellers can cancel orders in the following two scenarios:
However, if you decide to cancel the order, you must do the following:
Your account may be penalized if you are found to have violated these guidelines. Please note that repeated violations will result in more severe penalties.
With TikTok Shop cancellation policies constantly changing, sellers face higher demands on order management. To prevent cancellation-related issues from impacting store ratings, sellers should maintain handover records, including scan logs, photos, and written confirmations, to provide valid evidence in case of disputes.
Furthermore, for TikTok Shop sellers who own multiple stores, using an ERP tool like BigSeller can greatly help with order cancellation management.
🔍BigSeller Order Cancellation Management:
Sellers can cancel orders and process buyer cancellation requests directly from BigSeller without logging into the Seller Central, greatly improving efficiency. It also supports operations such as adding notes and stock-in to cancellation orders.
Infomation of this blog all sourced from: TikTok Shop Academy
When can TikTok Shop customer cancel orders?
Sellers can refer to the updated customer cancellation timelines below:
These cancellation requests will be reviewed and approved by your Logistics Service Provider (LSP). Once approved, the cancelled items will be refunded to you and will not affect your SFCR (Seller Fault Cancellation Rate), unless the order was shipped after the delayed delivery deadline.
When can TikTok Shop sellers cancel orders?
Sellers can cancel orders in the following two scenarios:
- If you haven't shipped the order or the order status hasn't updated to "Shipped"
- If you are unable to complete the order due to insufficient stock or accidental damage to the product
However, if you decide to cancel the order, you must do the following:
- Immediately notify your customer of the order cancellation via in-app notification
- Provide the reason for cancellation in English or your customer's language (whichever is applicable)
- Do not ask your customer to cancel the order
- Refund your customer in full
Your account may be penalized if you are found to have violated these guidelines. Please note that repeated violations will result in more severe penalties.
Conclusion:
With TikTok Shop cancellation policies constantly changing, sellers face higher demands on order management. To prevent cancellation-related issues from impacting store ratings, sellers should maintain handover records, including scan logs, photos, and written confirmations, to provide valid evidence in case of disputes.
Furthermore, for TikTok Shop sellers who own multiple stores, using an ERP tool like BigSeller can greatly help with order cancellation management.
🔍BigSeller Order Cancellation Management:
Sellers can cancel orders and process buyer cancellation requests directly from BigSeller without logging into the Seller Central, greatly improving efficiency. It also supports operations such as adding notes and stock-in to cancellation orders.
BigSeller is the ultimate omnichannel e-commerce ERP designed for Southeast Asian sellers, aiming to help you improve efficiency and expand more business channels. It simplifies all processes on one dashboard—from product listing and order processing to inventory management, financial tracking, and various automated operations. Customized subscription plans are also available for different types of sellers.
Vist our website to know more 👉BigSeller ERP
Vist our website to know more 👉BigSeller ERP
Infomation of this blog all sourced from: TikTok Shop Academy
BigSeller-Blog Senior Writer: Jayson
Sir Jayson has worked in well-known e-commerce companies such as Shopee and TikTok Shop, helping hundreds of sellers to deepen their e-commerce industry, expand their business, and eventually become high-quality sellers.
