How to cancel an order in an online store: a step-by-step guide, tips and tricks

2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16

Today it has become very popular to order goods via the Internet. This way of buying has its advantages and disadvantages. Many people are faced with the situation when they need to return the purchased goods to the online market. There can be many reasons for this. For example, you realize that you do not need a thing, you have found a place where you can order it cheaper, or you are confused by the quality. If no prepayment has been made and the seller has not yet managed to send the parcel, then there will be no special problems. It is enough to contact him and report the refusal. But everything is much more complicated when you have transferred the entire amount to the specified details, and the goods are on their way or have already arrived at their destination. Is it possible to cancel an online order in this case? Let's look into this issue in more detail and find out the correct algorithm for returning a purchase.

General information

Beforetalk about how to cancel an order in an online store, let's first understand the basic issues. This is very important, because consumer rights are violated regularly, so everyone should know how to protect them. According to the law, each person can return the goods to the online market at any time, subject to the following conditions:

• package has not yet been delivered or a week has not passed since it was received;
• the person has a purchase receipt;
• packaging was not broken;
• preserved appearance, warranty seals and factory tags;
• item has not been used;
• the failure of the device is not the fault of the user.

These are the main criteria stipulated in the legislation. However, not everything is so clear-cut here. Each company puts forward its own requirements for the return of goods, therefore, in order to avoid problems, it is recommended that you first familiarize yourself with them.

Reason for return

Let's take a closer look at this. Many are interested in the question of whether it is possible to refuse an online order. The Consumer Protection Law clearly states that any product can be returned if it does not fit the following specifications:

• in form;
• by size;
• appearance;
• by color;
• in terms of functionality.

In addition, you can cancel an order in the online store if the product arrived in a faulty condition or does not match the description or specifications indicated on the site. In anyof the cases listed above, the seller must accept the parcel back from the buyer and return the money received for it.

Grounds for refusal of refund

This aspect should be given special attention. Probably, many people had a question: I made an order in the online store, how to refuse?. This article will describe detailed instructions, but first you need to consider the categories of goods for which a return is not provided. These include:

• building materials;
• perfumes and cosmetics;
• jewelry;
• vehicles;
• knitwear;
• drugs;
• textiles;
• household chemicals;
• animals and plants;
• books;
• furniture.

Any items listed above cannot be returned or exchanged unless they arrived in a faulty condition.

Procedure for return before receipt

So, how to cancel an order in an online store if it is still on the way? According to the Civil Code of the Russian Federation, the seller is relieved of the obligation to transfer the goods at the time of its receipt by the consumer. Therefore, while it is on the way, it is not yet considered sold. In this case, for a return, you must submit a handwritten application, which must contain the following data:

1. Full name of the seller.
2. F. Acting Buyer.
3. Brand and product model.
4. Serial number.
5. Purchase date.
6. Cost.

The application is sent to the seller by registered mail with an inventory and receipt notice. You also need to attach a document with bank details to which funds will be credited.

What if the item has been received?

So what do you need to know about this? How to cancel an order in the online store if it has already arrived? If the purchased product did not suit you according to any characteristics or it has inadequate quality, then a return is possible within one week after receiving it, provided that the appearance and integrity of the original packaging are preserved. There must also be a receipt of payment confirming the purchase. The registration procedure is carried out in the same way as described above. But there is one important nuance here. At the time of transfer of the goods, the courier is obliged to provide a document on the terms and conditions of return. It should include the following information:

1. Seller's legal address.
2. Work schedule.
3. Terms of return.
4. Product requirements.
5. Refund policy.

If you are not provided with this information at the time of transfer, the return period is extended to 90 days from the date of purchase.

What to do if the seller refuses to fulfill his obligations?

It was described above how to properly cancel an online order. But not all companies work in good faith, so consumer rights are regularly violated. And this is not surprising, because the sellersonly care about their own profits. If you are denied a refund for reasons not provided for by law, then you can contact the Public Organization for the Protection of Consumer Rights. As a rule, it helps to quickly solve the problem. If this does not lead to anything, then you can safely sue. To do this, you need to make a claim in two copies. One sample remains with you, and the second is sent to the intruder.

Return of goods via mail

Let's take a closer look at this aspect. All online markets deliver goods throughout the country through various carriers. Most often, consumers choose the Russian Post because it offers favorable rates and provides the ability to track the location of the package. However, there are also various failures in the work of the carrier, for example, people constantly face many problems. Therefore, it is very important to know how to cancel an online order via mail. This is possible, but shipping costs are the responsibility of the buyer. To cancel the order, you need to come to the Russian Post office and write a statement about your unwillingness to accept the products. If you chose cash on delivery as a payment method, then you can simply not receive the parcel. In this case, after a certain period, it will be sent back.

Returning goods via the Internet

What do you need to know about this? A very common situation is when customers order a product in an online market, and then change their mind about buying it. How to cancel an online order? Very simple, especiallyif the parcel has not yet been sent from the warehouse. There are two options:

1. You need to log in to your personal account, go to the "Orders" section and cancel its registration.
2. You must contact the seller by phone and notify him that you no longer need the selected product.

If you have already made an advance payment, the money will be returned to the bank card or electronic payment system from which the payment was made in the manner prescribed by law.

Returning goods to the online market "Daughters and Sons"

This is one of the largest distributors of goods for children in our country. It offers a huge range and low prices. If you have purchased a product, and it turned out to be of inadequate quality, then you have 10 days to return it from the moment you receive the product in your hands. How to cancel an order in the online store "Daughters and Sons"? You can claim the full amount back from:

• seller;
• its authorized person;
• importer;
• manufacturer.

So, is it possible to return the goods and how to do it right? The easiest and fastest option would be to write an application directly to the store. Here everything happens in a standard way, according to the previously described algorithm. In this case, you will need to provide the following documents:

• passport;
• sale/purchase agreement or TTN;
• check or receipt of payment.

It is worth noting that if you havethere is no last document, then you can still get your money back. First you need to write an application for the restoration of the check, and only then proceed to process the return. How to cancel an order in an online store if he refuses to meet halfway? In this case, the algorithm of actions is as follows:

1. Filing a claim.
2. Checking the quality of goods.
3. Technical expertise.
4. Going to court.
5. Getting money.
6. Sending the goods to the seller.

But as practice shows, cases do not reach trial. The online market is one of the largest in the country, so it always makes concessions to customers.

Return of goods to the store "Children's World"

This is another big company with great consumer confidence. On the online market website you can find a large selection of children's clothing and footwear, toys, hygiene and care products, sports equipment, accessories and much more. All products presented on the site are of high quality and are accompanied by all certificates. However, there are situations when the purchased product did not live up to expectations. Therefore, many people are thinking about how to refuse an order in the online store "Children's World". Everything is very simple here. You need to write a statement, which must indicate the reason for the refusal. But please note that according to the law "On Consumer Protection" the following groups of goods are not subject to return:

• undershirts;
• caps;
• shirts;
• socks;
• pampers;
• soft and rubber toys;
• baby diapers;
• tights.

But if the product is found to have a factory defect, then a return is possible within 10 days from the date of receipt. To do this, you need to contact the seller, and then send him the goods by mail or any other carrier. As soon as a technical examination is carried out and the fact of a defect is confirmed, funds will be transferred to you according to the specified details.

Return of goods with individually defined characteristics

Above, it was described in detail how to cancel an order in an online store. The instructions described apply to all categories of general purpose products. But with goods that have individually defined characteristics or are intended for use by a specific person, everything is a little more complicated. The return procedure is possible only if the product is not working or does not meet the declared quality.

The main problem here is that the legislation does not clearly define the criteria on the basis of which a product can be classified as individual. Such cases do not occur in judicial practice. Therefore, how to be consumers and what to do to get their money back remains unknown. On these issues, it is worth consulting with experienced lawyers who will carefully study the case and help you find the most optimal solution.problem solving.

Conclusion

Regardless of whether you paid in advance for the goods in the online store or not, and also received the package or it is still on the way, every consumer has the right to refuse the order. This is clearly stated in the legislation, so sellers do not have the right to unreasonably refuse a refund. When a conflict situation arises, you should not leave everything as it is. Stores are interested in a constant increase in turnover, because of this, they are reluctant to accept back sold products. First, try to resolve the situation on your own and resolve the problem peacefully. But if the online market refuses to make concessions, then in this case, contact the relevant authorities for help. Their staff will help you get your money back as soon as possible.