Our website terms Terms of use tell Use informs customers that it may not be possible to cancel an order once it has been confirmed. However, when a cancellation request is made by a Customer customer for a ‘confirmed’ order that has yet to be dispatched, please make reasonable attempts to cancel it, to prevent a subsequent return.
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Orders which are cancelled at the customer's request within the item's lead time do not affect your metrics and will not be subject to commission charges. When an item has been shipped, the order is updated and the customer is notified that it is no longer possible to cancel their order. Any subsequent request to cancel will be processed as a return.
If you advise the customer to reject the parcel so that this is returned and return it to you, you cannot deduct any shipping costs from the order.
If the customer's order has not been shipped and you are able to cancel the order, this should be actioned on the Fruugo retailer portal when the request is received and communicated to the customer.
If no action is taken, either to cancel the order, mark this as shipped or respond to the request, after 48 hours, then we may cancel this order and refund the customer at your expense. If the item is shipped following the order being cancelled, it would be the sellers seller’s responsibility to cover any return shipping costs, if a return is required.
Where you have an extended lead time, and therefore have ample opportunity to cancel the order prior to shipment, we would expect that this is cancelled at the customer's request.
Where we see cases that a customer cancellation was not actioned within this timescale and the order was shipped much later than the customer request, we would not expect the customer to bear the cost of returning the goods and may ask you to provide the customer with a returns label, or where this is not possible, reimburse the customers customer’s return shipping costs.