Cancel Order In TikTok Shop From Odoo

An order can be cancelled from either side, and the two are handled differently:

  • The buyer asks for it. TikTok Shop records a request and waits for your answer. The requests are imported into Odoo and answered from the order with Approve Cancellation or Reject Cancellation.

  • You cancel the order. Cancel it in Odoo, then report the cancellation to TikTok Shop with Cancel In TikTok Shop, giving the reason TikTok Shop asks for.

Import Buyer Cancellation Requests

Method - 1: Manual Cancellation Request Import

  1. Go to the Marketplaces ‣ Overview menu in Odoo.

  2. Click on the Operations button from the instance record.

    Operation View

  3. Select Import Operation and then select Import Cancellation Requests option.

    Import Cancellation Requests Operation

  4. Press PROCESS button.

Only the requests still waiting for an answer are read. One already answered needs nothing from you, and if the order was cancelled the order import brings that back.

Note

A request for an order that has not been imported is reported in the log, naming the TikTok Shop order number, so you can import the order and run the operation again.

Method - 2: Automatic Cancellation Request Import

  1. Go to your TikTok Shop instance setting by navigating to Marketplaces ‣ Configuration ‣ Instance.

  2. On the Automatic Jobs tab, configure the Import Cancellation Requests job by setting Interval Number, Interval Unit, and then Active.

    Cancellation Requests Automatic Import

This scheduled action is created inactive and runs every 30 minutes by default. See Automatic Jobs.

Answer A Buyer Cancellation Request

An order with a request waiting shows Buyer Requested Cancellation, the Cancellation Reason the buyer gave, and Answer Cancellation By — the moment TikTok Shop answers it itself if you have not.

  1. Open the TikTok Shop order under Marketplaces ‣ Orders ‣ Orders.

  2. Click Approve Cancellation or Reject Cancellation in the header.

    Approve And Reject Cancellation

  3. To approve, confirm the message. TikTok Shop cancels the order and refunds the buyer; the Odoo order is cancelled by the next order import rather than from here.

  4. To reject, pick one of the Reason values TikTok Shop offers for turning the request down, add a Comment for the buyer if you want to, and press Reject.

    Reject The Cancellation

Important

An answer TikTok Shop will not take is refused before it is sent, in TikTok Shop’s own words — for instance when the request has already been answered or the window to answer has passed.

Cancel An Order In TikTok Shop From Odoo

  1. Open the TikTok Shop order under Marketplaces ‣ Orders ‣ Orders.

  2. Cancel the order in Odoo first, using the standard Cancel button.

  3. The Cancel In TikTok Shop button now appears in the header. Click it.

    Cancel In TikTok Shop Button

  4. The Cancel Order In TikTok Shop popup lists the order’s units. Tick the units to cancel and choose the Cancel Reason.

    Cancel Order In TikTok Shop

  5. Click Cancel Order and confirm.

  • The reasons are the ones TikTok Shop offers for those units, read from TikTok Shop when the popup opens. They differ from unit to unit and from market to market.

  • A unit TikTok Shop will not cancel is greyed out, with the Ineligible Reason in TikTok Shop’s own words.

  • Part of an order can only be cancelled where the market allows it. Everywhere else the popup says so, and every unit is cancelled together. See TikTok Shop Supported Markets.

Warning

TikTok Shop cancels what is chosen and refunds the buyer. This cannot be undone.

Once TikTok Shop has taken the cancellation, the Cancel In TikTok Shop button is no longer shown on the order.

See also