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[Seller Basics] What happens when I reject the buyer’s cancellation request?

Jul 22, 2020•FAQ

Sellers can reject your buyer's cancellation request if you have arranged shipment or updated the tracking number for this order. Understand that there may be various reason on why a buyer would like to request for cancellation. If you have shipped out the order, it is best for you to reject the cancellation request and chat to inform the buyer about the delivery of their parcel. However, if you have not shipped the item, it may be best for you to accept their cancellation request if they would like to modify their address or change colour of the order. *Accepting buyer's cancellation request will not increase your Non Fulfillment Rate (NFR). *You are not allowed to ask buyer to cancel the order. Any such violation will cause 2 penalty points imposed to your account. Once you accepted the cancellation request, your decision is final and no further dispute can be raised by the buyer. If you reject buyer's cancellation request and cannot process the order due to out of stock or etc, you will need to cancel the order yourself or it will be cancelled by MyCraftShoppe automatically. *This will increase your Non Fulfillment Rate (NFR). Checkout our Seller Education Hub for more tips and tricks to sell in MyCraftShoppe. You can click on the sub-categories below to see all other related topics.

[Seller Basics] Why is my order automatically cancelled by MyCraftShoppe?

Jun 10, 2020•FAQ

Auto cancellation is a feature whereby MyCraftShoppe will cancel an order to refund to the buyer if seller did not adhere to their days to ship set in their product or when sellers are inactive for more than 7 days. Thus it is important for you as a seller to know when your order will be cancelled by MyCraftShoppe if you did not process and ship out the order on time. A general rule of thumb to avoid auto cancellation is that you ship your orders out within your Days to Ship (DTS) period. *Days to ship excludes Public Holidays and Poslaju non-working days. There are two layers of auto cancellation:

  1. Days to Ship +1 calendar day
    • For MyCraftShoppe Supported Logistics (Free Shipping Program Sellers):
      Make sure you Arrange Shipment for your order before DTS + 1 day to prevent your order from being cancelled.
    • For orders with other shipping methods:
      Make sure you click "Ship" and enter the tracking number for your order before DTS +1 day to prevent your order from being cancelled.
  2. Days to Ship +4 calendar days
    • Make sure your order is shipped (handed over to your courier company) and its tracking status had been updated as "Item Picked Up / Item Posted" before DTS +4 days to prevent your order from being cancelled.
    • A quick example to help you picture situation above is as below:
    • Order fully paid on 1st Mar (Monday) for an item that has its DTS set as 2 days. Seller will need to arrange shipment for this order before 4th Mar (Thursday, DTS + 1) or it risk to be cancelled due to Criteria #1 above.
    • However after the seller arranged shipment they forgot to send the item to drop off at nearby Poslaju.
    • The order will be cancelled by MyCraftShoppe on 7th Mar (Tuesday, DTS + 4) as the order is not being posted by seller.
    • To ensure you can ship it out on time, do try to pre-pack your hot selling items with bubble wraps before the campaign starts to minimize the need for manpower for these sales.
    • So how do I determine my Days To Ship?
      A complete guide to answer this is shared in "What is Days to Ship? And how do I set Days to Ship?" for you.
    • The order will be cancelled by MyCraftShoppe on 7th Mar (Tuesday, DTS + 4) as the order is not being posted by seller.
    • *If the seller fails to ship out the parcel within 2 days they’re subject to penalty (LSR). Late Shipment Rate (LSR) is a system designed to track and minimize the number of late orders. LSR is a percentage of orders shipped out late in the past 7 days that were shipped out later than 2 days.

[Seller Basics] What happens when I accept the buyer’s cancellation request?

Apr 29, 2020•FAQ

When you accept the cancellation request, the order would be cancelled immediately. The refund would be initiated automatically by the system, and would require no action from you after this in regards to the refund. However, sellers are not allowed to request buyers to cancel. MyCraftShoppe will issue 2 penalty points for sellers who are detected to be asking buyers to cancel the order. Also, do note that you won't be allowed to accept a cancellation request if you have arranged for pickup on the pickup date itself. For more information about how Penalty Points may affect you, please do have a look at "What happens if I’ve accumulated Penalty Points?". You may also want to have a look at "What happens when I reject the buyer’s cancellation request?" for additional knowledge.

[Seller Performance] What happens if I’ve accumulated Penalty Points?

Jun 4, 2020•FAQ

The more penalty points you accumulates, the fewer privileges you will get to enjoy. Depending on the penalty tier reached, selected seller privileges will be temporarily suspended (for 28 days) as shown in the table below.

Buyers will be less likely to be able to search for your product listing if you have been deboosted. This may affect your sales generated from buyer searches, daily discoveries and etc. Below are the examples of what will happen if you have accumulated penalty points and reaches penalization tiers.
Example: Seller A

  • Seller A is issued 3 penalty points in week 3
  • Seller is banned from marketing campaigns for 28 days
  • Seller regains privilege on week 7

Example: Seller B

  • Seller B is issued 3 penalty points in week 3
  • Seller is banned from marketing campaigns for 28 days
  • Seller does not improve and accumulates 6 penalty points by week 5
  • Seller is not allowed to participate in marketing campaigns, will not receive shipping subsidies and listings will be deboost (moderate) for 28 days.
  • Seller regains privileges on week 9

[Seller Basics] What happens when I reject the buyer’s cancellation request?

Jul 22, 2020•FAQ

Sellers can reject your buyer's cancellation request if you have arranged shipment or updated the tracking number for this order.

Understand that there may be various reason on why a buyer would like to request for cancellation. If you have shipped out the order, it is best for you to reject the cancellation request and chat to inform the buyer about the delivery of their parcel. However, if you have not shipped the item, it may be best for you to accept their cancellation request if they would like to modify their address or change colour of the order.

*Accepting buyer's cancellation request will not increase your Non Fulfillment Rate (NFR).
*You are not allowed to ask buyer to cancel the order. Any such violation will cause 2 penalty points imposed to your account.
Once you accepted the cancellation request, your decision is final and no further dispute can be raised by the buyer.
If you reject buyer's cancellation request and cannot process the order due to out of stock or etc, you will need to cancel the order yourself or it will be cancelled by MyCraftShoppe automatically.
*This will increase your Non Fulfillment Rate (NFR).