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Order cancelation
Canceling orders ― information for sellers
Check when a buyer can cancel their purchase, which categories we have excluded from this, and what the cancellation process looks like from the seller's perspective.
If a buyer makes a mistake while placing an order, they can cancel it in the Purchase history tab. In some cases we may cancel your order automatically.
When a buyer can cancel their purchase
An order can be canceled only by customers purchasing from a regular account who do not want to receive from you an invoice issued with their business details. Buyers can only cancel purchases from offers listed from a business account.
The buyer can cancel their order until you provide them with the tracking number or you change the order status into one of the following:
- in progress
- ready for dispatch
- dispatched
- awaiting pick-up
- delivered.
Learn how to change the order status in the Orders tab.
Orders you have not started handling yet can be canceled by the buyer within 3 days of the day of purchase.
When we will cancel your order automatically
We automatically cancel an order if the buyer chooses the payment in advance and fails to pay for their order on time. The deadline is:
- 7 days ― in the case of purchases made with the buy now option or in an auction, with a payment option other than a standard transfer
- 14 days ― in the case of purchases made with the buy now option, with payment in advance with a standard transfer.
You can decide after what time we cancel an order
You can set your own deadline to pay for purchases after which we will cancel an unpaid order in the Orders tab:
- you can do so only for the buy now offers and auctions
- the deadline you set cannot be shorter than 7 days, nor longer than 30 days.
After the automatic order cancelation, we will send you and the buyer an email informing you which order has been canceled.
Automatic order cancellation is possible for all sellers’ offers on Allegro ― listed on both business and regular accounts. You cannot disable automatic cancellation of unpaid orders.
In what categories buyers cannot cancel their order
- Medications ― we do not automatically cancel purchases in this category
- Investment Products ― for example gold
- Gift Cards
- Codes and Vouchers
- Online games
- Audiobooks
- E-books.
Orders with digital delivery cannot be canceled either ― regardless of the category the item was listed in.
Canceled purchase in API
If you use API, you can find information about the cancellation in the event log ― GET /order/events:
- BUYER_CANCELLED ― means that the buyer has canceled their order
- AUTO_CANCELLED ― means that we have canceled the order automatically due to lack of payment.
The buyer can cancel their order as long as you do not change their order status to one of the following:
- PROCESSING
- READY_FOR_SHIPMENT
- SENT
- READY_FOR_PICKUP
- PICKED_UP
This is why you should always change the order status once you start processing orders.
Order fulfillment status change in API
You can change an order fulfillment status visible in the fulfillment.status field via PUT /order/checkout-forms/{checkoutForm.id}/fulfillment. As checkoutForm.id provide us with the order number you will get in response to GET /order/checkout-forms.
Learn more about order fulfillment status change in API.
The buyer canceled a paid order
Refund the buyer via POST /payments/refunds.
Learn more about order cancellation in API.
How to process a canceled order
When a buyer cancels their order, we will inform you about it by email and display such information next to the order.
When a customer cancels a purchase they paid for, we will make an automatic refund attempt — from the funds you see in the Funds and Operations History tab. If your balance does not contain sufficient funds for an automatic refund, we will attempt to collect the money over the next 2 working days.
What if there is no money for a refund
- Foreign marketplaces: we will create an automatic Allegro Protect refund request on behalf of the registered customer and issue the refund within the program. Next, we will add the refund amount to your remaining Allegro service fees — you will find it in the Settlements with Allegro tab.
- allegro.pl: the customer can open a Discussion with you. If you do not reach an agreement — the customer will be able to submit a request for a refund from the Allegro Protect program.
A transaction rebate (sales commission refund) for canceled orders
You will receive a transaction rebate (sales commission refund) without applying for it for a canceled order if:
- a buyer cancels their unpaid order ― it concerns both buy now offers and auctions
- a buyer cancels their paid order and we refund them automatically
- we cancel an order automatically when a customer fails to meet the payment deadline ― it concerns only buy now offers.
A transaction rebate (sales commission refund) for auctions canceled automatically
If we cancel an order automatically in an auction, you need to apply for a transaction rebate (sales commission refund).
What buyers cannot do once their order is canceled
No matter whether the order was canceled by the buyer or us, after the cancellation the customer cannot:
- pay for this purchase
- rate you for this transaction.
