All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:
If you cancel your order BEFORE it has been shipped, you will be assessed a 15% cancellation fee before credit is issued.
If you cancel your order AFTER it has been shipped, please follow our Return policies and Procedure. The cancellation will have to be treated as a Return with all applicable fees.
Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above – including restocking, cancellation and other applicable fees.
How can I cancel an order? (Standard process)
If a buyer asks you to cancel an order and you have not yet shipped and confirmed the shipment, you can cancel it in Manage Orders or use an Order Cancellation feed. To cancel an order from the Manage Orders menu, follow the steps mentioned under “Standard cancellation process that will not count against your metrics” below.
When you cancel an order, CTADVERT automatically updates the order status in the buyer’s CTADVERT account and sends an email notification to the buyer.
- If you have shipped and confirmed the order, tell the buyer that the order is already on its way and ask them to return it to you for a refund.
- If you have already generated the shipping label, inform the buyer that you are unable to cancel the order at this stage and ask them to return the item for a refund.
- If you cancel an order by mistake, you can contact the buyer through Buyer-Seller Messaging service and if the buyer wishes, encourage them to place a new order.
Both cancellations and returns are a normal part of most sales operations.
When can a buyer cancel an order?
For the first 1 Hour after the order is placed, buyers can cancel their own order using the Cancel Items button located in Your Account > Your Orders on CTADVERT. After 1 Hours, the buyer can request a cancellation, but only the seller can cancel the order.
If the buyer sends a message requesting to cancel an order, use the following steps:
Important: If you do not follow the cancellation process as outlined below (responding to a cancellation request generated in the system by the buyer’s account), the cancellation may count against your metrics.
Note: If you cannot fulfill the order due to lack of inventory and need to cancel the order, select the reason as no inventory. Do not contact the buyer and request that they submit a cancellation request.