Order Cancellation Policy

 

This policy outlines the terms and conditions for canceling orders placed on the Merpute marketplace. By placing an order on Merpute, you agree to the terms stated in this policy.

1. Right to Cancel Orders

  • Buyers: Buyers may request to cancel their order under the following circumstances:
    • The order has not yet been confirmed by the seller.
    • The order has been confirmed by the seller but has not yet been shipped.
    • In certain specific cases as clearly stated on the product detail page or as agreed upon between the buyer and the seller.
  • Sellers: Sellers may need to cancel an order in the following situations:
    • The product is out of stock.
    • There was an error in the product information (price, description, images).
    • The buyer is unresponsive or has not provided necessary information to process the order.
    • There is suspicion of fraudulent activity or unusual purchasing behavior.

(If the cancellation rate due to seller error is greater than 10%/week, your store will have its AOV limited. Please contact your seller support specialist to appeal if necessary.)

  • Merpute (Marketplace Administration): Merpute reserves the right to cancel orders in the following circumstances:
    • The seller is in violation of Merpute’s terms of service.
    • The order appears to be in violation of applicable laws or Merpute’s policies.
    • Due to unforeseen circumstances that prevent the fulfillment of the order.

2. Cancellation Timeframe

  • For Buyers:
    • Cancellation requests can generally be submitted at any time before the order is shipped.
    • Once an order has been shipped, cancellations are typically no longer possible. In such cases, please refer to our Return and Refund Policy.
  • For Sellers:
    • Sellers should notify the buyer and Merpute of any order cancellation as soon as reasonably possible.

3. How to Cancel an Order

  • Buyers:
    • Option 1: Visit your “Order History” page in your account and select the “Cancel Order” button (if you have an account).
    • Option 2: Contact the seller directly through the messaging system on Merpute or using the contact information provided.
    • Option 3: Contact Merpute customer support via email.
  • Sellers:
    • Notify the buyer of the cancellation and the reason for it through the messaging system on Merpute or using the contact information provided.
    • Process the order cancellation through the seller dashboard on Merpute.
  • Merpute (Marketplace Administration):
    • Will notify both the buyer and the seller of the order cancellation.
    • Will process the cancellation through the system.

4. Consequences of Order Cancellation

  • Refunds:
    • If an order is canceled before payment is processed, the buyer will not be charged.
    • If an order has been paid for and is legitimately canceled, the buyer will receive a full refund of the purchase price and any applicable shipping fees, in accordance with our Refund Policy. The refund timeframe may vary depending on the payment method.
  • Account Standing:
    • If a seller cancels an order without a valid reason or in violation of our policies, Merpute may take appropriate action as outlined in our Seller Terms.
    • Buyers who excessively cancel orders may have their purchasing privileges on Merpute reviewed or limited.

5. Special Cases

  • Personalized or Custom-Made Items: Cancellation of orders for personalized or custom-made items may not be possible, or may incur a cancellation fee, depending on the seller’s policies and the stage of production. These conditions are clearly stated by the seller on the product page.
  • Perishable Goods: Cancellation options for perishable goods may be limited after a certain point to ensure quality. These conditions are clearly stated by the seller on the product page.

6. Contact Us

If you have any questions or concerns about this Order Cancellation Policy, please contact our customer support team at: