Cancel a transaction

As a seller you can cancel the transaction if you are unable to proceed with it. Cancellations for invalid reasons, such as cancelling a sale when you have stock available to send, may impact your seller performance rating as it is a transaction defect and a breach of the agreement made.

As an order withdrawal is an amendment to the agreement or transaction made on shoppingtown.info, such withdrawal usually needs to be done mutual agreement. However, it remains the seller?s responsibility to make a full refund to the buyer, even if the cancellation follows a reason such as the buyer abusing their rights, the feedback systems etc.

If the items have already been shipped, the parties will need to negotiate and agree which items will be accepted and how to resolve the transaction dispute. There is a built-in tool on shoppingtown.info to assist with this dispute resolution.

How to cancel a transaction

As a seller, you can click Request Withdrawal of the order on the Manage Shop Order section under Manage Shop Order and Feedback on your control panel.

As a buyer, you can click My Order History under My Account on your control panel, and the click Withdraw Order on the order you want to withdraw.

Please note, if you wish to cancel you must be willing to return the items unused and in their original packaging. If items are not in their original package status, the seller has a right to refuse the item return or to deduct a proportion from the refund instead of offering a full refund. The parties may also leave negative Feedback about the transaction after a cancellation.

If the seller agrees that an order is cancelled but payment has not been released to the seller yet, seller is responsible for informing shoppingtown.info that the order has bene cancelled by lodging the Order ID with our Contact Us department and confirming the order is cancelled, and that a partial or full refund must be made to the buyer. We will then confirm with both the seller and buyer that the order is withdrawn, and how much of the payment must be refunded.

If the payment has already been released to the seller, the seller is responsible to make payment of the full or partial refunds as agreed to between buyer and seller.

The seller is responsible for the cost of return postage if the buyer is returning an item that arrived damaged or faulty, or that doesn?t match the item description in the listing. If the buyer returns the item because they changed their mind or ordered the wrong item, who pays for return postage is determined by the seller?s return policy or the agreement reached when the order was cancelled.

Check your order's delivery information

If a buyer doesn't receive their item, they're entitled to a refund unless you can provide tracking information showing that it was delivered.

To avoid dispute on delivery, shoppingtown.info has a built-in tool on which you can complete the delivery and tracking information and update order status. This information can be seen by both the buyer and seller.

To update the tracking information, click on Update Order Status under the View Order tab Manage Shop Order and Feedback on the control panel. For a buyer, Update Order Status is on the My Order History page of the My account section.

Additional information

Please have a look at details on and follow the rules about Repair, Replace and Refund, set up by the Australian Competition & Consumer Commission, which are applicable to all returns and refunds conducted on shoppingtown.info