How to cancel a purchase on Shopee: Detailed instructions for every case

Shopee is currently one of the most popular e-commerce platforms in Vietnam, where millions of users shop every day with a variety of products, competitive prices and many attractive promotions. However, during the purchase process, there are many cases where users want to cancel orders because of changing needs, ordering the wrong product, entering the wrong address or simply finding a cheaper price.

This article will provide detailed instructions on how to cancel a purchase on Shopee according to each order status, along with important notes and answers to frequently asked questions, helping you feel more secure when shopping online.

I. How to cancel a purchase on Shopee according to each order status

1. Cancel an order while waiting for confirmation

This is the stage where the order has just been placed and has not been processed by the seller. The buyer can cancel immediately without the shop's consent. Steps to follow (on the Shopee app or website):

• Go to Me → Waiting for confirmation.

• Select the order you want to cancel → Click Cancel order.

• Select the appropriate cancellation reason → Confirm.

Once completed, the order will be immediately moved to the Cancelled section, and if you paid in advance, the money will be refunded to your ShopeePay wallet or original payment method.

2. Cancel the order when Waiting for pick-up

The seller has started preparing and packing the order, waiting for the shipping unit to pick it up. The buyer can still send a cancellation request, but needs the shop's consent. Steps:

• Go to Me → Waiting for pick-up.

• Select the order you want to cancel → Cancel order.

• Select the reason for cancellation, click Confirm.
• Wait for the shop's response.

What happens:

• Shop agrees → Order is successfully canceled.
• Shop refuses → Order continues to be delivered.

Tip: Send a message directly to the shop to explain the reason (eg: ordered the wrong product, entered the wrong address...) to increase the chance of being accepted.

3. Cancel order while waiting for delivery

Terms of application (new feature):

• Applies to domestic orders shipped by SPX Express.
• The order has not arrived at the delivery station (last delivery station).

Steps to follow:

• Go to Me → Waiting for delivery.
• Select the order to cancel → click Confirm cancellation.
• Select the reason for cancellation → Agree → Submit request.

Results & processing time: Status changes to “Request being confirmed”. Within 24–48 hours, the shipping unit will respond:

• Accept → Order Cancelled, refund according to payment method.
• Reject → Order continues to be delivered.

II. Notes when canceling Shopee orders

When canceling orders on Shopee, buyers need to understand some of the following important rules and conditions to avoid trouble:

• Each order can only be requested for cancellation once: This means that before confirming the cancellation, you should carefully review all details of your order—including products, quantities, and delivery information—so that you do not miss the one-time opportunity to make changes or edits.

• Cancel requests can be withdrawn, but only once: If you change your mind after submitting a cancellation request, you are allowed to retract it, but this can only be done one time. Make sure to act promptly within the timeframe that Shopee permits.

• Order cancellation is completely free: Users are not required to pay any additional fees or charges when canceling an order, making the process safe and straightforward.

• Vouchers and promotions will not be refunded: Any discount codes, free shipping vouchers, or other promotional incentives applied to the order will be forfeited upon cancellation and cannot be used again, so plan your purchases carefully.

• Refund time depends on payment method:

             - ShopeePay Wallet: Refund immediately or within 24 hours.

             - Shopee account balance: Refund within 24 hours.

             - Bank card (ATM, Visa, MasterCard): 7–14 working days, depending on the issuing bank.

• SPayLater: The amount will be deducted directly from the outstanding balance after the order is successfully canceled.
• Cancelling some products in the order may cause the entire order to be canceled: This often happens if after canceling the product, the order is no longer eligible for the promotion (for example, buying enough minimum value to get free shipping).

Read more related articles: Quick and Easy Guide to Deleting Your Shop on Shopee

III. Special situations

In addition to the basic cases of order cancellation, buyers may also encounter the following special situations:

• Ordering the wrong size/color/quantity: You should discuss directly with the shop before canceling.
• Paid orders: Can still be canceled, money will be refunded according to Shopee policy.
• Seller sends wrong item: Has the right to request cancellation or return - refund through the system.
• Want to change address while order is being delivered: Must cancel and place a new order, cannot change address.
• Orders in special categories: Fresh food, frozen food, service vouchers... cannot be canceled while in transit.

IV. Frequently Asked Questions

1. Is there a fee to cancel a Shopee order?

→ No. Cancellation is completely free, and the buyer will not be charged any additional fees.

2. Can I get my voucher back after canceling the order?

→ No. Vouchers or promotional codes that have been applied will not be refunded after the order is canceled.

3. Can I get a refund after canceling the order?

→ Yes. The buyer will be refunded according to the payment method used.

4. Can I reorder after canceling the order?

→ It is possible to reorder the product. However, please note that the selling price, shipping fee or promotion program may have changed compared to when the order was placed.

5. Can I withdraw my cancellation request?

→ Yes. The buyer is allowed to withdraw the cancellation request, but only once per order.

V. Summary

Cancelling orders on Shopee is quite simple, but depending on the order status, there will be different ways to handle it. When the order is waiting for confirmation, it can be canceled immediately, if waiting to pick up the goods, the shop must agree, and when it is being delivered, it can only be canceled if it has not reached the final station and is accepted by the shipping unit. Buyers need to note that the refund time depends on the payment method, vouchers are not refundable and COD may be limited if they refuse to receive the goods multiple times.

In special situations such as changing size, color, changing address or orders in special categories, you should consider carefully before canceling to avoid trouble. It is best to choose the right product, address and payment method from the beginning to always have a smooth shopping experience on Shopee.