Shopee has recently introduced a new feature that enables customers to cancel orders even while they are being transported from the seller to the delivery station. This policy is aimed at pleasing buyers but may add pressure on sellers. Starting on June 20, Shopee began testing this policy, which applies to certain products delivered by SPX Express. In comparison, Lazada only allows order cancellation when the item is in the status of “Packed” and “Ready to Ship”, while TikTok Shop allows cancellation if the package has not reached the status of “Delivery – Waiting for Pickup” and must be shipped by TikTok. If the order is shipped by the seller, the buyer can cancel within one hour of placing the order. If they want to cancel after one hour, it must be accepted by the seller.
This new policy has received mixed reactions from both customers and sellers. While customers appreciate the flexibility it provides in canceling orders, some sellers are concerned about the added pressure and risk management it brings. This could potentially lead to sellers needing to invest more in their processes to handle cancellations effectively. E-commerce lecturer Master Do Quang Huy explains the challenges this policy may bring for sellers, highlighting the need for additional resources to manage canceled orders effectively.
Despite these challenges, Shopee Vietnam has stated that this new feature offers benefits for sellers as well, such as limiting unsuccessful deliveries due to buyers refusing to receive the item and reducing the probability of returns for refunds after receiving the product. Additionally, Shopee will compensate sellers if a canceled order still reaches