When an order is canceled on our platform, we generally issue a refund automatically. This article explains how our refund process works, what to expect in common scenarios, and how timelines differ depending on order status and payment method.
Overview of Our Refund Process
Whenever an order is canceled, we automatically process a refund to the original payment method.
The exact treatment depends on the reason for cancellation, whether the order has shipped, and whether Zendrop credits were used.
There is no need to submit a separate refund request unless our Support team advises otherwise.
Common Cancellation and Refund Scenarios
1. Product Unavailability
If an order is canceled because the supplier is out of stock:
We automatically issue a full refund.
No action is required from the merchant.
We do not provide compensation for inventory-based cancellations, as stock fluctuation is a standard aspect of dropshipping operations.
2. Canceled Before Processing or Shipping
If an order is canceled before it has been processed or shipped:
We cancel the order and issue a full refund to the original payment method.
3. TikTok Shop Orders
TikTok Shop enforces strict fulfillment and tracking compliance. When a TikTok Shop order is canceled:
We refund the order based on the standard policy.
To prevent future cancellations, we recommend:
Ensuring tracking originates within the United States.
Selecting products that meet TikTok compliance standards.
Our U.S. supplier catalog helps merchants comply with these requirements.
4. Orders Paid with Zendrop Credits
When Zendrop credits are used for payment:
Any approved refund is returned as Zendrop credits.
Refunded credits can be reviewed anytime in the Billing > Credits area of the account.
5. Orders Already Shipped
We cannot cancel an order once it has shipped. However, a refund may still be issued if the shipment is not successfully delivered.
We will process a refund if the package is returned or remains unclaimed for:
60 days for global shipments
45 days for U.S. shipments
110 days for Brazil shipments
Merchants may also request a reshipment instead of a refund.
Refund Timelines
Processing times vary by financial institution:
Card or payment accounts: typically 1–10 business days
Zendrop credits: issued instantly
Tips to Avoid Refund Delays
Stay compliant with TikTok Shop’s fulfillment and tracking rules.
Monitor product availability through our catalog.
Review email notifications for stock and fulfillment updates.