Chính sách tự động hủy đơn hàng TikTok Shop - Điều kiện và cách ngăn chặn
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Published: 2025-06-18 · Source: crawler_authoritative
Tình huống
Người bán trên TikTok Shop cần hiểu rõ các tình huống hệ thống sẽ tự động hủy đơn hàng và Hoàn tiền cho khách hàng, cũng như cách phòng tránh việc này xảy ra.
Insight
Auto-cancellation06/18/2025There 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 hoursFor standard orders, if you do not update your customer’s order’s status to “To Ship - Awaiting Collection” or hand over your orders to Logistics Service Providers (LSPs) within the auto-cancellation timelines. OR, the order’s status has remained at “To Ship - Awaiting Collection” for a period exceeding the auto-cancellation timelines. 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 logistic service provider (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.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 delaysEnsure the LSP immediately scans all orders upon receipt and notify our Customer Service Team via the Help Center if they fail to do soWill 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 Customer Order Cancellation, Return and Refund Guidelines for Sellers for more information.Is the content above helpful? PreviousOrder CancellationNext Order Handling Capacity ToolTable of contentsFrequently Asked Questions (FAQs)
Hành động
Để ngăn chặn tự động hủy đơn, người bán nên: (1) Thông báo cho đội ngũ CS qua Help Center nếu LSP không nhận đơn trong vòng 1 ngày kể từ khi trạng thái chuyển sang ‘To Ship - Awaiting Collection’; (2) Thường xuyên cập nhật và duy trì tồn kho để tránh chậm trễ nguồn hàng hoặc xử lý đơn; (3) Đảm bảo LSP quét tất cả đơn ngay khi nhận và thông báo cho CS qua Help Center nếu LSP không quét. Tham khảo thêm ‘TikTok Shop Customer Order Cancellation, Return and Refund Guidelines for Sellers’.
Điều kiện áp dụng
Áp dụng cho tất cả người bán trên TikTok Shop với các loại đơn: đơn hàng tiêu chuẩn (standard orders), đơn pre-order, và đơn Ship By Seller (Vận chuyển bởi người bán).
Nội dung gốc (Original)
Auto-cancellation06/18/2025There 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 hoursFor standard orders, if you do not update your customer’s order’s status to “To Ship - Awaiting Collection” or hand over your orders to Logistics Service Providers (LSPs) within the auto-cancellation timelines. OR, the order’s status has remained at “To Ship - Awaiting Collection” for a period exceeding the auto-cancellation timelines. 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 logistic service provider (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.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 delaysEnsure the LSP immediately scans all orders upon receipt and notify our Customer Service Team via the Help Center if they fail to do soWill 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 Customer Order Cancellation, Return and Refund Guidelines for Sellers for more information.Is the content above helpful? PreviousOrder CancellationNext Order Handling Capacity ToolTable of contentsFrequently Asked Questions (FAQs)
Liên kết
- Nền tảng: TikTok Shop
- Funnel: Completion (Hoàn tất đơn)
- Nguồn: https://seller-vn.tiktok.com/university/essay?knowledge_id=6837776050571010
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