At Zendrop, we understand that sometimes circumstances change, and you may need to cancel an order. To make the process as simple as possible, we’ve outlined the steps below, along with important guidelines to help you navigate cancellations efficiently.
Steps to cancel an order
Step 1: Cancel the Order Through Your Store
Before canceling an order on Zendrop, it's essential to first cancel it through your store platform (e.g., Shopify, TikTok US Shop).
Important: Simply canceling the order in Zendrop may not automatically cancel it in your store. You must cancel it within your store platform first.
Step 2: Confirm Cancellation on Zendrop
Once the order is canceled in your store, it should automatically be canceled in Zendrop. If the cancellation doesn't reflect in Zendrop right away, follow these steps:
Go to Your Orders Page: Navigate to the "Orders" page in Zendrop.
Find the Order: Locate the order you want to cancel.
Expand the Order: Click on the empty field next to the order to expand its details.
Cancel the Order: Click on the “Cancel Order” button.
If the cancellation still doesn't sync, retry or contact Zendrop support. Cancellation requests typically take 24–48 hours, especially over weekends or across time zones.
Refunds
Full Refunds
You are eligible for a full refund if the order is canceled before it has been shipped. Additionally, if the order is unprocessed or in processing, the payment will be refunded. However, orders in transit cannot be canceled.
Note: Print-on-Demand orders are excluded, these cannot be canceled or refunded once payment is made.
Refund Timeline
Refunds are processed within 24 hours to your original payment method. It typically takes 5–10 business days for funds to appear, depending on your payment provider.
Orders that can't be canceled
Certain orders cannot be canceled. These include:
Shipped Orders
Once an order has been shipped, it cannot be edited or canceled.
To track a shipped order, you can use the tracking link provided by Zendrop, which gives real-time updates on the shipment's progress.
Print-on-Demand Orders
Print-on-Demand orders cannot be canceled once payment has been made.
Why orders may be canceled automatically
Zendrop may cancel an order on your behalf under certain circumstances. This can occur if:
The product is out of stock or unavailable.
Shipping constraints (e.g., missing or invalid shipping address).
In such cases, Zendrop will automatically issue a full refund and notify you promptly.
How to check the status of your cancellation
You can easily track the status of your cancellation on your Zendrop Orders page.
Canceled: This means the order has been successfully canceled and will not be shipped.
Refunded: This indicates that funds have been issued. Refunds typically take 5–10 business days to appear, depending on your payment provider.
Best practices
Ensure accurate recipient details: Double-check customer names, addresses, and contact information to minimize 'In Review'-related delays.
Act fast. Cancel as soon as you know you need to. Once an order ships, it can't be canceled.
Communicate with your customers: If you’re canceling on behalf of a customer, inform them right away. Be sure to explain the refund timeline to avoid confusion.
Set payment expectations. Zendrop initiates refunds within 24 hours, but funds take 1–10 business days to appear depending on your payment provider.
Cancel early, communicate clearly, and your customers will stay on side even when orders don't go to plan.