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?

• For eligible Shipped by Platform (Tokopedia & TikTok Shop by Tokopedia) orders

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

• Before order status changes to "To Ship - Awaiting Collection":

Orders will be automatically cancelled upon customer request (this applies to all orders, including pre-orders and all product categories)

• After order status changes to "To Ship - Awaiting Collection":

Orders will still be cancelled upon customer request, except for pre-orders and certain product categories (such as perishable goods or virtual products). These exceptions may require you to review the cancellation request.

• Note:
  • For most cancellation requests made before the order status changes to "To Ship - Awaiting Collection", you do not need to review or approve the cancellation.
  • These cancellations will not affect your Seller-Fault Cancellation Rate (SFCR).
  • If a request does require your review, please respond within 2 calendar days.

• For Shipped by Seller orders
  • TikTok Shop by Tokopedia Orders: Customers can cancel their order within 1 hour of placing it — no seller review needed.

After the first hour, cancellation requests must be reviewed by you within 2 calendar days. If no action is taken, the cancellation will be auto-approved by platform.

• Tokopedia Orders:
  • Before order status changes to "To Ship - Awaiting Collection":

Orders will be automatically cancelled upon customer request (this applies to all orders, including pre-orders and all product categories).

• After order status changes to "To Ship - Awaiting Collection":

Orders will still be cancelled upon customer request, except for pre-orders and certain product categories (such as perishable goods or virtual products). These exceptions may require you to review the cancellation request.

• Note:
  • For most cancellation requests made before the order status changes to "To Ship - Awaiting Collection", you do not need to review or approve the cancellation.
  • These cancellations will not affect your Seller-Fault Cancellation Rate (SFCR).
  • If a request does require your review, please respond 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.

Auto-Approval Tool Activation

To help sellers improve customer experience, we may activate the "Auto-Approval Tool" in certain cases (as below). The tool helps to speed up order cancellation request approvals.
How will this work?

• If sellers do not review >90% of received order cancellation requests in time for 1 month, the auto-approval tool will be activated.
• Only requests meeting the following criteria will be auto-approved using the tool:
  • Total value of all products in the request <US$30 or Rp 500.000*(Can be adjusted)
  • Any reason except "Suspected Counterfeit"
• Customers may only trigger the tool up to 3 times per month.
• Requests approved by the tool will be labelled as "Auto-approved by seller rules" on the Manage Cancellation page.
• The tool will be activated for a minimum of 15 calendar days, but can be deactivated after 15 calendar days through the Fulfillment Settings page.

*The cost is calculated in USD, and the amount in Rupiah may vary depending on the exchange rate. Please refer to the latest exchange rates.
Example: How Auto-Approval may apply

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.