Processing Order Cancellations and Refunds

Automatic Cancellation Eligibility

Orders can be cancelled immediately without seller approval when they meet the following criteria:

• Order status shows "Pending" or "Payment Confirmed" with no warehouse processing initiated
• Order was placed within the last 60 minutes and payment method is not Cash on Delivery
• The item is fulfilled by Niceazda (NiceMall or Niceazda Fulfillment Center)
• No promotional bundle or flash sale restrictions apply to the order

Seller Approval Required

Cancellation requests require seller approval when the order meets any of these conditions:

• Order status shows "Packed" or "Ready to Ship"
• Item is from a third-party marketplace seller
• Order contains customized or made-to-order products
• More than 24 hours have elapsed since order confirmation

Step 1: Customer Verification

Verify the customer's identity using the standard authentication protocol. Request the following information and confirm it matches our records:

• Registered email address or mobile number
• Order number (begins with order ID format for respective market)
• Last four digits of payment method used

Step 2: Order Status Check

Access the Order Management System and retrieve the order using the provided order number. Document the following information in your case notes:

Step 3: Cancellation Reason Documentation

Select the appropriate cancellation reason from the standardized list. Accurate categorization is essential for operational reporting and seller performance metrics. The primary cancellation reasons are:

• Customer changed mind or no longer needed
• Found better price elsewhere
• Ordered by mistake or duplicate order
• Delivery timeframe too long
• Payment issues or wants to change payment method
• Customer wants to modify order details

Step 4: Process the Cancellation

For eligible orders, navigate to the order actions menu and select "Cancel Order." Confirm the cancellation reason and add any relevant notes from your customer conversation. The system will automatically trigger the appropriate refund workflow based on the original payment method.

Refund Timelines by Payment Method

Partial Refunds

When processing cancellations for orders containing multiple items, verify whether the customer wants to cancel the entire order or specific items only. Partial cancellations will result in partial refunds calculated as follows:

• Item price refunded in full
• Shipping fee refunded only if all items from the same seller are cancelled
• Voucher discounts are recalculated based on remaining items and eligibility
• Niceazda Bonus or coins used will be credited back to customer account

Flash Sale and Promotional Items

Orders placed during flash sales or containing promotional bundles may have cancellation restrictions. Check the order for any promotional flags before confirming cancellation eligibility. If restrictions apply, explain to the customer that the promotional terms prevent immediate cancellation and offer to submit a cancellation request to the seller.

Orders Already in Transit

If the tracking status shows the order has been dispatched or is in transit, cancellation is no longer possible through standard channels. In these cases, advise the customer of the following options:

• Refuse delivery when the courier attempts delivery, triggering automatic return
• Accept delivery and initiate a return request through the app
• Contact the courier directly to request return to sender if supported

Voucher and Coin Recovery

When an order used promotional vouchers or Niceazda coins, these will be automatically restored to the customer's account upon successful cancellation, provided the voucher has not expired. If the voucher has expired during the cancellation processing window, escalate to Level 2 support for manual voucher recreation.

Successful Cancellation Confirmation

Confirm the order number has been cancelled, state the refund amount and destination, provide the expected refund timeline, and thank the customer for their patience. Always invite them to shop again and offer assistance with any replacement orders they may wish to place.

Cancellation Pending Seller Approval

Explain that the cancellation request has been submitted to the seller, provide the 48-hour response window timeframe, and inform the customer they will receive notification via app and email once the seller responds. Offer to check the status if they contact us again after the response window.