Order Cancellation Policy – Fleek

At Fleek, we aim to provide a smooth and reliable experience for both sellers and buyers. However, situations may arise where an order needs to be cancelled. This policy defines the conditions, reasons, and impacts of order cancellations on your performance metrics and payouts.

1. What is an Order Cancellation?

An order cancellation occurs when an order is stopped during its journey. Cancellations can be initiated either by the seller, buyer, or Fleek (in specific cases, such as policy violations or stock unavailability).

2. Types of Cancellations

Type	Party	Common Reasons
Buyer-Initiated	Buyer	Changes mind, Incorrect Address, etc
Seller-Initiated	Seller	Out of stock, damaged item, incorrect pricing, or Quality Check Issue
Platform-Initiated (Fleek)	Fleek	Policy Issues, Risk and Platform Security

3. Impact on Seller Performance

Seller-initiated and Quality Issues related cancellations may affect your Fulfillment Rate, Seller Score, and overall visibility on Fleek. Repeated cancellations may lead to penalties or temporary restrictions on your account.

Tip: Always keep your inventory updated to avoid cancellations due to out-of-stock products.

4. Fees and Deductions

Buyer-Initiated Cancellations: No commission or fee is charged to the seller
Seller-Initiated Cancellations: A cancellation fee of 2.5% on your order base price will be applied
Quality Check Cancellation: Order cancelled during QC will be consider for cancellation fee.
Platform-Initiated Cancellations: No commission of fee is charged to the seller

5. How to Cancel an Order (Seller Initiated)

If you must cancel an order:

Go to the Orders section in your Vendor App.
Select the relevant order.
Tap Cancel Order.
Confirm your cancellation.

6. Avoiding Order Cancellations

Keep your stock and prices up to date.
Regularly monitor your inventory.
Maintain quality and accuracy in product listings to avoid QC hold cancellations.

7. Need Help?

If you believe an order was cancelled incorrectly or a penalty was applied in error, please contact Seller Support through your Fleek Vendor App.

Frequently Asked Questions:

▶ 1. What should I do if I can’t fulfill an order due to stock issues?

If you’re unable to fulfill an order due to stock issues, contact the buyer through Fleek Chat and offer possible resolutions such as:

Offering an alternate product (replacement)
Providing a discount

Please note that buyer alignment is mandatory before proceeding with any alternate arrangement.

▶ 2. How can I prevent cancellations in the future?

To reduce cancellations, always keep your listings accurate. Regularly update stock availability, pricing, and product images to reflect the actual product you are offering.

▶ 3. What if I was charged a cancellation fee by mistake?

If you believe a cancellation fee was applied incorrectly, contact Seller Support via your Fleek Vendor App and share the relevant order details. The team will review and resolve the issue.

▶ 4. What happens if I mistakenly cancelled the order?

If you cancelled an order by mistake, reach out to Seller Support through your Fleek Vendor App with the order details. The support team will review and assist in resolving the issue.

▶ 5. Can I cancel an order if the buyer’s address seems invalid?

If the buyer’s address appears incomplete or incorrect, contact the buyer through Fleek Chat to confirm the correct details. If the issue remains unresolved, escalate the case to Seller Support instead of cancelling the order directly.

Fleek Seller Support

Continue to Chat

Support Hours (Mon–Sat):

Pakistan: 11:00 AM – 7:00 PM PKT | India: 10:30 AM – 6:30 PM IST | UK: 7:00 AM – 3:00 PM BST | 6:00 AM - 2:00 PM GMT