Shopee’s New Cancellation Policy: Empowering Customers, Putting Pressure on Sellers?

Shopee, a leading e-commerce platform in Vietnam, has recently introduced a new feature that allows customers to cancel orders while they are in transit. This policy is aimed at providing flexibility for buyers but may put additional pressure on sellers. Starting from June 20th, Shopee began testing this policy which applies to certain products delivered by SPX Express.

Unlike its competitors Lazada and TikTok Shop, Shopee’s new policy allows customers to cancel orders even when they are being transported from the seller to the delivery station. While Lazada only allows order cancellation when the item is in the status of “Packed” and “Ready to Ship,” 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.

Shopee’s new policy has received mixed reactions from both customers and sellers. Customers appreciate the flexibility it provides in canceling orders, but 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 that this policy may bring challenges for sellers, highlighting the need for additional resources to manage canceled orders effectively.

Despite these challenges, Shopee has emphasized that there are advantages for sellers as well with this new feature. For example, it limits unsuccessful deliveries due to buyers refusing to receive items and reduces the probability of returns for refunds after receiving products. Additionally, there are no charges for unsuccessful orders and no impact on return/refund rates. Shopee will also compensate sellers if a canceled order still reaches the buyer.

As e-commerce platforms continue to evolve and introduce new policies in a competitive marketplace, it is crucial for sellers to adapt quickly and provide quality products and services while building trust with buyers through effective return policies.

In conclusion, Shopee’s new feature allowing customers to cancel orders while they are in transit aims at providing flexibility for buyers but adds pressure on sellers. While this feature may bring challenges for sellers such as additional resources needed for managing canceled orders effectively