AI-generated from the captured TikTok policy text. Verify against the TikTok source before acting.
TikTok Shop updated Manage Orders so sellers can handle cancellations, shipping, and abnormal orders in one place. Sellers must act fast on cancellation requests, keep statuses current, and avoid seller-initiated cancellations that can hurt performance metrics.
Key points
Manage cancellations in Manage Orders, not a separate page.
Seller Shipping users must approve a cancellation or upload tracking info within 24 hours.
Orders can auto-cancel if status is not updated to Ready to Ship within 7 days.
TikTok Shop warns customers before some auto-cancellations and may let them choose “I want to wait.”
Cancellation settings can be adjusted in Seller Center under Fulfillment Settings > Cancellations.
Automated approval can be enabled for requests that match your rules.
Selected 3PL sellers can set a cancellation window of 1 hour, 5 hours, or 24 hours.
Sellers should cancel only unavailable items in multi-item orders and fulfill the rest.
Refund canceled items or orders quickly and fully.
FBT customer cancellations are handled by TikTok Shop.
Say / show
Act on cancellation requests within 24 hours.
Use in-app notifications to tell customers about stock issues before canceling.
Update order status to Ready to Ship on time.
Cancel only unavailable items when a multi-item order is partially out of stock.
Refund canceled items promptly.
Check Fulfillment Settings > Cancellations to manage settings.
Verify the current TikTok source before taking action.
Do not say / show
Ask customers to cancel because of stock issues.
Use abusive language.
Change transaction terms after the sale.
Ignore seller fault cancellation rate impact.
Leave cancellation requests unanswered past 24 hours.
Assume all cancellations are handled the same way across fulfillment types.
Violation risks
Auto-approval of cancellation requests if sellers do not respond within 24 hours.
Orders may be automatically canceled if status is not updated within 7 days.
Seller-initiated cancellations affect SFCR.
Delivery delays after a customer chooses to wait may lead to auto-cancellation.
Abusive language or post-sale term changes are flagged as unacceptable behavior.
Who it affects
Sellers using Seller Shipping.
Sellers using TikTok Shipping.
Selected 3PL sellers.
Sellers using Fulfilled by TikTok (FBT).
Sellers managing cancellation requests in Seller Center.
Source notes
The source says to refer to the TikTok Shop Customer Order Cancellation, Return, and Refund Policy for more information.
Cancellation timing and auto-approval rules differ by fulfillment type and configured settings.
Verify details against the TikTok source before acting, since platform rules and settings can change.
Confidence: high · Model: gpt-5.4-mini · Prompt: creator-policy-summary-v1
Readable Policy Copy
Captured policy content rendered without TikTok navigation, scripts, tracking markup, or page chrome. Source: article-html.
Order Management
To make your order processing easier, TikTok Shop has upgraded our Manage Orders page. This redesign provides a more streamlined experience, letting you focus on your core operations. What’s changed on the Manage Orders page?
We’ve added a Pending Action board that actively identifies 6 types of abnormal order statuses, reminds you to take corrective measures, and helps you efficiently manage abnormalities.
Sr
Pending Action
Description
1
Ship within 24 hours or less
Orders that will exceed processing time (SLA 3BD) within 24 hours.
2
Auto-canceling within 24 hours or less
Orders that will exceed SLA auto-cancellation within 24 hours.
3
Shipping overdue
Orders that have already exceeded processing SLA（3BD）.
4
Cancellation requested
Orders with cancellation requests that need to be reviewed as soon as possible.
5
Abnormal packages
Orders for which package label creation or printing have failed.
6
Return/refund requested
Orders with return or refund requests that need to be reviewed as soon as possible.
Searching for your orders is simpler and more customizable.
You can search for up to 100 different order IDs, tracking numbers, product IDs, and SKUs in one search bar at the same time. Just separate your parameters using commas and quotation marks (",").
You can also filter by other parameters. Just click Filter, and then click Apply after you’ve made your selections.
In the previous version of the Seller Center, Manage Cancellation was a separate page, but now you can manage cancellation requests in the convenient Manage Orders module
If you're using Seller Shipping (formerly Ship by Seller), you'll need to approve a buyer's order cancellation or upload tracking info within 24 hours of receiving the cancellation request. When buyers request order cancellations, one of the following will occur:
Order Cancellation Request Period
Action
If requests are made within the configured auto-approval period. The auto-approval cancellation period can be 1 hour, 2 hours, 3 hours, 5 hours or before you upload tracking info. Go to Fulfilment Setting Page to configure.
No action. The request is auto-approved.
If requests are greater than your auto-approval cancellation period, and before you upload tracking info.
Manually accept the request or upload the order tracking info to reject the request (within 24 hours of receiving the cancellation request). Important:You must manually accept the request or upload the order tracking info to reject the request (within 24 hours of receiving the cancellation request).
How to Manually Accept Order Cancellation Requests How to Upload Tracking Info to Reject Order Cancellation Requests
The Manage Orders page now lets you bulk-select orders and directly finish fulfillment. This new functionality helps you create and edit up to 600 shipping labels at mass!
See more details about the new order processing steps for "TikTok Shipping"/"Seller Shipping" orders at these links: How to process “TikTok Shipping” Orders?How to process “Seller Shipping” Orders?When you click for all, the system will select the orders of the current page by default. If you want to select more orders to finish shipping in bulk, you can choose "Select XX orders in the list".
We’ve also added easy access to shipping labels, which will seeall your shipping label information in one place, and easily recreate or reprint labels if there are any errors.
When you click the drop-down button, you can see the new entry of Contact buyer.
If you still prefer the previous view of the order list, you can choose to change "View Mode", just click "..." and click "Card view".
Order Cancellations
Understanding the order cancellation process is crucial for maintaining smooth operations and delivering great customer service. By following these key points and best practices, sellers can manage order cancellations effectively and avoid potential issues. Best PracticesSellers may encounter situations where they need to cancel orders. Follow these best practices to ensure operational excellence.
Cancel After Pending Period: If for an unforeseen reason sellers need to cancel, start the cancellation process for confirmed orders after the "Pending" period but before the order status changes to "Shipped."
Manage Stock Issues Responsibly: If a product is out of stock or damaged, quickly notify the customer using in-app notifications and then cancel the order. Ensure you provide a reason for cancelling the order.
For multi-item orders, cancel only the unavailable items and fulfill the remaining items. Provide separate shipping labels and tracking information if splitting items into different packages.
Provide Quick Refunds: Provide customers a full and prompt refund for any canceled items or orders.
Avoid Asking Customers to Cancel: Don't ask customers to cancel orders due to stock issues. It's your responsibility to manage the cancellation process.
Don't Ignore Seller Fault Cancellation Rate (SFCR) Impact: Be aware that seller-initiated order cancellations affect your SFCR.
AvoidAbusive Behaviors: Never use abusive language or change transaction terms (such as price) after the sale is completed.
Please note: If using Fulfilled by TikTok (FBT), all customer cancellations are handled by TikTok Shop.Customizable ToolsYou can manage cancellation settings through the Seller Center under Fulfillment Settings > Cancellations. For step-by-step guidance, refer to the Customizing Your Cancellation Features article. Automated Cancellation ApprovalYou can simplify the cancellation review process by enabling automated approvals. Orders that meet your set rules will be automatically approved, and you will be responsible for these approvals. Cancellation WindowSelected 3PL sellers can adjust their cancellation window by choosing:
1 hour
5 hours
24 hours
If no custom window is set, the default policy applies, allowing customers to cancel orders before the package is shipped. How to Avoid Order Auto-Cancellation
Keep Order Statuses Current: After the order creation date, sellers have 3 business days to update the order status to "Ready to Ship." If the status is not updated within 7 days, the order will be automatically canceled. The following also occurs when auto-cancelling:
Two business days before auto-cancellation, TikTok Shop will send customers an email and in-app notification allowing them to choose “I want to wait” to keep the order or cancel it.
Customers of Fulfilled by TikTok (FBT) orders will not receive this email and in-app notification.
If customers do not respond within two business days, TikTok Shop will auto-cancel the order.
Payments are refunded after auto-cancellation.
Adhere to Delivery Deadlines: If a customer chooses to wait and the product isn't delivered within the designated delivery time, the order may be auto-canceled. Refunds must be processed within 5 calendar days after cancellation.
Don'tIgnore Cancellation Requests: Sellers must upload the tracking number or approve the cancellation request within 24 hours. Otherwise, TikTok Shop will automatically approve the request.
Cancel Orders EfficientlyUnderstanding and managing order cancellations is key to keeping your business running smoothly. By staying on top of order statuses, meeting delivery deadlines, and handling cancellations quickly, you can avoid issues and keep customers satisfied. Use these practices to cancel orders efficiently and maintain a positive selling experience on TikTok Shop. For more information, please refer to our TikTok Shop Customer Order Cancellation, Return, and Refund Policy.
Policy Advisor
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