Guide to Managing Order Cancellations

22/08/2025

Applies to:United Kingdom

This guide is designed to help sellers enhance their after-sales experience. Please note that examples are not exhaustive, and policies may change. For the latest updates, visit the TikTok Shop Policy Center

When can a buyer request a cancellation?

Buyers can submit a cancellation request within the specified timeframe. Seller review of the request depends on the order's shipping type.

Shipping Type	Cancellation Timeframe	Seller Review Needed
Ship by TikTok	Before the order status is updated to "Ready to Ship"	No, request is automatically approved
Ship by Seller	Within 1 hour after order placement	No, request is automatically approved
Ship by Seller	Beyond 1 hour after order placement, but before the order status is updated to "Ready to Ship"	Yes, sellers must respond to cancellation requests within 1 business day. Failure to do so may result in TikTok Shop automatically approving the request.
Fulfilment by TikTok Shop	Before the order status is updated to "Ready to Ship"	No, request is automatically approved

When can sellers initiate a cancellation?

Sellers may initiate an order cancellation under the following circumstances:

Cancellation Reasons	Cancellation Timeframe	Description
Incorrect pricing	Before "Ready to Ship"	When a seller makes a pricing error while listing a product
Unforeseen stock damage	Before "Ready to Ship"	In the event of unforeseen stock damage rendering a product unavailable, the seller has the option to inform the buyers and proceed with order cancellation Note: Sellers must not ask buyers to cancel orders due to stock issues.

📍Seller-initiated cancellations will impact the Seller-Fault Cancellation Rate (SFCR) metric.

Where can sellers view information about canceled orders?

To check the status of canceled orders, sellers should visit the Manage Order page in Seller Center. TikTok Shop may also send email notifications to sellers regarding cancellations.

What scenarios may result in automatic order cancellations?

TikTok Shop may automatically cancel orders in the following cases, including but not limited to:

🎯 Unsuccessful payments (e.g., payment failure, credit card chargeback)

🎯 Paid orders not marked as "Shipped" in Seller Center within 7 business days of placement

🎯 Shipment delays due to the buyer not providing a delivery address

🎯 Lost packages during transit

🎯 Fraudulent orders

🎯 Orders that violate local laws, safety regulations, compliance standards, or infringe on third-party rights

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