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Order cancellation

Does your end customer want to cancel their order?

Check the order Status on your dropXL Portal first, and click the procedure of each status applicable for your order and follow the procedure:

Submit

At this stage, the payment has just been fulfilled and the order is processing to other system in dropXL for shipment. Please wait until the order status shows ‘Being prepared’ to contact customer service via the Chat feature on our B2B site, recommended within 60 to 90 minutes of order being submitted. Check the most recent opening hours.

Being prepared

Orders normally can be cancelled within 60 to 90 minutes of being submitted. It is best to first contact customer service via the Chat feature on our B2B site. Check the most recent opening hours.

Item not shipped = No tracking number available

Ask dropXL customer services (via Chat or webform ) to cancel the order and include:

  • Order number
  • Refund request

We will confirm the cancellation has been successfully processed or we need to move on to the next stage.

Sometimes your order may be in the final stages of preparation and cannot be stopped. We must first contact our Logistics team and will notify you as soon as we receive their confirmation.

Sent

Once the tracking number has been generated, it is no longer possible to cancel the order directly in our system. Instead, we will need to contact the related local carrier to request a return.Please follow below instructions and take the right steps:

Label not active = Tracking number is inactive or only shows the initial scan/status

1. Ask your end customer to refuse the package(s) at delivery.

2. Wait for few more days till the tracking status is activated. (Check Label Active Days to see if it has elapsed)

3. Proactively Inform dropXL customer services once the tracking status is active and include:

  • Order number
  • Return and refund request

dropXL customer services will contact the carrier to request them to return the parcel(s) to the sender.

If it is confirmed that the order has been successfully returned, the refund will be processed.

In transit = Tracking information on carrier’s site shows order is in transit

1. Ask your end customer to refuse the package(s) at delivery.

2. Inform dropXL customer services and include:

  • Order number
  • Return and refund request

dropXL customer services will contact the carrier to request them to return the parcel(s) to the sender.

If it is confirmed that the order has been successfully returned, the refund will be processed.

Delivered

If the tracking shows the item has already been delivered, unfortunately it is too late to cancel the order.