How to Cancel or Return an Order in Seller Center?

Order Cancellation​

The cancellation can only be used when the order item’s package status is Preparing or Ready to Ship and order status is Waiting Packaging. Canceling an order will result in an automatic full refund to the customer.

Customer​

The steps that customers need to follow in order to cancel an order or the products included in the order are as follows.

1. Open the Store and access the "My Orders" section.

   
2. Select any order to open the Order Details page.

   
3. Click on Return This Item and select the reasons for cancellation from the drop-down menu on the right.

4. Once you have selected the product(s) for cancellation, click on the "I accept that I read and understand the Return Policy" button, and then click Return Selected Items.

   
5. The success message will appear, confirming that the order request has been received and is under evaluation.

Marketplace Owner​

Once the cancellation request has been processed, the marketplace owner can view it on the Omnitron > Orders page and then confirm it for the relevant product.

The cancellation request is displayed on the Orders page. Simply click on the relevant order to access its details.

Within the "Order Detail" page, you can find Cancellation Request details: Product Information, Customer Information, Order Information, and Payment Information.

1. In the Products section, select "Cancel/Return Selected Items," set the Transaction to Cancel, and then click on Apply.

   
2. Confirm the "Order Cancel" message by clicking Yes.

3. A cancellation and refund plan has been created with a "Waiting" status at the bottom of the page.

   

Order Return​

Product returns are only possible after the product has been shipped or delivered to the customer. A return request can only be initiated if the product's status is either "Shipped", "Delivered” or “Delivery Failed”. Prior to reaching this point, returns will not be accepted, ensuring that customers have the chance to assess the product upon receipt before considering a return.

For action related to customers, refer to the instructions in the Customer section and follow the steps provided.

Marketplace Owner​

Within the refund process, an Omnitron-generated Cancellation/Return Request is created, which is initially set to a "waiting" status. Then, the Seller Center will take steps to process this cancellation request.

1. After the refund request has been processed from the customer, the seller is required to confirm the request for the respective product.

2. This confirmation will be accessible through the Omnitron platform under the Orders > Cancellation/Return Requests page.

   
3. Once the seller confirms the response, the initiation of the return process for the product will begin automatically.

4. When the status transitions to "approved," the system will generate the "Cancellation Plan." This plan will specify the transaction type as "refund" and the cancellation status as "approved."

5. The refund process will be completed.