To facilitate your order adjustments based on actual needs, this B2B2C cross-border mall has formulated clear order cancellation rules. Below is a detailed introduction to the relevant procedures and instructions for order cancellation:
I. Eligibility for Order Cancellation
Unpaid Orders
For orders placed but not yet paid, the system will automatically cancel them after a default period (usually 24 hours; 72 hours for some pre-ordered products).
You can also proactively click "Cancel Order" on the order details page to complete cancellation without review.
Paid but Unshipped Orders
For orders that have been paid but not yet shipped by the merchant, you may apply for cancellation before the merchant clicks "Shipped". The specific cancellation deadline is indicated on the product details page (generally within 48 hours of placing the order, excluding customized products).
Shipped Orders
If you need to cancel an order that has been shipped but not yet received, you must first reach an agreement with the merchant. Additionally, you will be responsible for the return shipping fee and any potential customs clearance fees (for cross-border products). Some special products (e.g., items requiring cold-chain transportation) cannot be canceled after shipment due to their special nature.
II. Order Cancellation Process
1. Submit a Cancellation Request
Log in to the mall, go to the "My Orders" page, find the order you want to cancel, and click the "Cancel Order" button.
Select a reason for cancellation (e.g., "Wrong product ordered", "Unfavorable price", "No longer needed"), add additional details if necessary, and submit the cancellation request.
2. Merchant Processing
For unshipped orders: The merchant will review the request within 1–2 business days. If approved, the order status will be updated to "Cancelled". If the merchant has already arranged shipment, the request may be rejected—you can contact the merchant to discuss further.
For shipped orders: After receiving the request, the merchant will negotiate with you regarding return arrangements and fee responsibility. Once an agreement is reached, the order can only be cancelled after the product is returned to the merchant’s warehouse and confirmed.
III. Refund Instructions After Order Cancellation
Refund Timeline
For cancelled unshipped orders: The refund amount will be returned via the original payment channel (e.g., WeChat Pay refunds to WeChat Wallet, bank card payments refund to the original card) within 1–3 business days. The specific arrival time is subject to the payment platform’s rules (usually no more than 7 business days).
For cancelled shipped orders: After the product is returned and the merchant confirms it is intact, the refund will be processed within 3–5 business days. After deducting the mutually agreed fees (e.g., return shipping fee), the remaining amount will be returned via the original channel.
Return of Preferential Benefits
After order cancellation, coupons, points, red envelopes, and other preferential benefits used in the order will be automatically returned to your account if they are still within their validity period. Expired benefits will not be reissued.
IV. Notes
Some special products (e.g., customized products, personalized engraved items, overseas direct-shipped products that have completed customs clearance) cannot be canceled after placement due to customized costs or customs clearance procedures. This is indicated by the label "7-Day No-Reason Cancellation Not Supported" on the product details page.
If an order has entered the customs clearance process (for cross-border products), canceling it may incur customs clearance fees, which you will be responsible for. The specific amount is subject to calculation by the customs and the merchant.
Frequent order cancellations by the same user in a short period (e.g., 5 or more cancellations within 30 days) may affect your eligibility for placing future orders and participating in promotional activities. The mall reserves the right to restrict users who maliciously cancel orders.
After canceling an order, if you still need the product, you must place a new order. The product price and inventory will be based on the page display at the time of reordering.
For any other questions, you can consult the mall’s "Online Customer Service" or customer service hotline. We will assist you in handling issues related to order cancellation.
