This policy applies to products listed on TikTok Shop by Tokopedia. For products listed on Tokopedia, visit the Pusat Edukasi Seller Tokopedia.

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From 26th Mar 2025, customers may cancel orders before the order status has been changed to "In-Transit".

When can my customer cancel an order?

Customers may cancel orders before the order status has been changed to "In-Transit".

• This does not apply to Shipped-by-Seller orders, pre-orders and certain product categories, such as perishable goods and virtual products.
• You will not need to review/approve these cancellations. Please note that this will not impact your Seller-Fault Cancellation Rate (SFCR).
  • If you are requested to review the cancellation, please do so within 2 calendar days.
• If your order has been cancelled after pick-up or if the cancelled order was mistakenly picked up by the Logistics Service Provider, please raise an appeal through the Seller Center.

When can I cancel orders?

• If you have not shipped the order or updated the order status to "Shipped" yet
• If you are unable to fulfill the order because you have insufficient stock or the relevant product suffered unforeseen damage

However, you must do the following if you decide to cancel an order:

• Promptly inform your customer of the cancellation via an in-app notification
• Provide the reason(s) for the cancellation in English or your customer's language, whichever is applicable
• Not ask your customer to cancel the order instead
• Issue your customer a full refund for the order

If you are found to violate these guidelines, you may have enforcement actions taken against your account. You should note that repeated offenses will result in more significant penalties.
Please see our Violation Reasons, Points & Enforcement Actions for Sellers article and Seller Terms of Service for more information. If you think an enforcement action has been taken against you in error, appeal via the Seller Center. Please read our Seller Appeal Guidelines article for more information.
For more detailed information, please read the TikTok Shop by Tokopedia Seller Performance Evaluation Policy.

When will TikTok Shop by Tokopedia cancel orders?

For information on when we may cancel orders, please read our Auto-Cancellation article.
Please read our TikTok Shop by Tokopedia Customer Order Cancellation, Return and Refund Guidelines for Sellers for more information.