Customer cancellation before processing or dispatch
Customers are expected to be able to request cancellation while an eligible order has not progressed beyond the cancellable stage shown in the order details. Approval may depend on seller processing, preparation, dispatch and product-specific conditions.
Seller or platform cancellation
A seller or Arjocart may cancel an order where fulfilment is not reasonably possible, information is materially incorrect, payment or verification fails, fraud or policy concerns arise, delivery is unavailable, or legal and safety requirements prevent fulfilment.
Out-of-stock or unavailable items
If an ordered item is unavailable, the affected item or order may be cancelled. The customer should be informed and any captured eligible payment should be handled through the applicable reversal or refund process.
Payment reversal
Where payment has already been captured for a cancelled order, the amount should be returned through the original or another approved method, subject to payment-provider processing and any required verification.
When cancellation may no longer be available
- The order has already been handed to a delivery provider
- The product has been prepared, customised, activated or otherwise made specifically for the customer
- The service or digital benefit has already been substantially provided
- The order is otherwise outside the cancellable stage clearly shown in the order details
Refusal at delivery
Refusing a dispatched shipment is not always the same as an approved cancellation. Applicable delivery, return-to-seller or account-review consequences may apply where they are clearly disclosed and legally permitted.
Support and escalation
Cancellation questions can currently be raised by calling +880 9613 444455. After launch, order-specific requests should be submitted through the order details or published support channel so the request can be recorded and reviewed.