Note: Orders with Instant, Sameday, and Sameday 8-hour delivery are only available via Tokopedia. Click here to see the SLA for Instant and Sameday order on Tokopedia.

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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 48 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.
• 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.
• For Ship By Seller orders, if orders are not delivered within 15 calendar days.
• 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?

Note: The following Auto Cancellation SLA Periods will be effective starting 27 August 2025.

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

Will I be notified before an auto cancellation takes effect?

• Yes, we will notify you via email at least 1 calendar day before an order is auto-cancelled.

Please read our TikTok Shop by Tokopedia Customer Order Cancellation, Return and Refund Guidelines for Sellers for more information.