E-commerce giant Shopee has recently introduced a new feature that allows customers to cancel orders while they are in transit, bringing flexibility to buyers but potentially adding pressure on sellers. Starting from June 20, Shopee began testing this policy which applies to certain products delivered by SPX Express. This puts Shopee ahead of its competitors in Vietnam when it comes to user-friendly cancellation policies.
In comparison, Lazada only allows order cancellation when the item is in the status of “Packed” and “Ready to Ship”, while 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 both praise and criticism from customers and sellers alike. While customers appreciate the flexibility it provides in canceling orders, 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 the challenges this policy may bring for sellers, highlighting the need for additional resources to manage canceled orders effectively. However, Shopee Vietnam has stated that this new feature offers benefits for sellers as well, such as limiting unsuccessful deliveries due to buyers refusing to receive the item and reducing the probability of returns for refunds after receiving the product. Despite these challenges, Shopee has emphasized that there are advantages for sellers, including no charges for unsuccessful orders and no impact on return/refund rates. Furthermore, Shopee will compensate sellers if a canceled order still reaches the buyer.
As e-commerce platforms continue to evolve and introduce new policies to retain and attract customers in a competitive marketplace, it is crucial for sellers to adapt and provide quality products and services that meet customer expectations.
By embracing return policies and providing flexible options like Shopee’s new feature, sellers can build trust with buyers and create a positive online shopping experience for all parties involved.