Ever found yourself wondering how to cancel an order on Temu? And what do you do if a customer asks for a refund? Let’s dive into the simple steps you can follow to do just that.

How to cancel an order from Temu

Steps

1. Sign into your Temu account.
2. Click the user avatar in the top right corner of the screen and click Your orders from the lefthand menu.
3. Find the relevant order under All Orders and click Cancel/Other help.
4. Follow the instructions on the screen and select I want to cancel item(s).
5. Click All at the top of the list.
6. Scroll to the bottom of the page to click Cancel checked items.
7. You will get a refund confirmation in your message inbox.

If your order has already been packed, unfortunately we are not able to cancel your order. However, almost all items are returnable within 90 days of purchase. Please wait for your order to arrive and then request a refund.

So what do you do if a customer asks for a refund?

The first step is to take care of the customer by promptly responding to their refund request with a polite and professional message. Acknowledge their concern and assure them that you will handle it efficiently.

You can make a return by following these steps:

1. Find the relevant order in Your Orders and click on the Return/Refund button.
2. Select the item(s) you would like to return and the reason for the return. Depending on the reason you selected, you may be required to provide further information related to the order. After you provide the required information, click the Next Step button to proceed.
3. If there is no need to return your item, then your final step is simply to select your refund method. You may choose to receive your refund as a Temu credit balance or be credited back via your original payment method. Make your selection and click Submit.
4. If you need to return your item(s), you will have the option to choose your return and refund methods. After you submit the request, Temu will provide you with a return label so that you can return the item(s). Return shipping is free on your first return of one or multiple returnable items for EVERY order within 90 days from the date of purchase.
5. Place all returned items into one package and use the return label we provided to send it. The original barcode for each item should also be included.

If you cannot find it:

• Please use transparent bags to individually package items without barcodes before placing them in the return package.
• After the warehouse receives the items and they pass quality inspection, the refund will be issued.
• If you do not receive the refund afterwards, please contact us for further assistance.
• Please make sure to keep the barcode of each item in your next purchase so that you can receive your refund smoothly.
• After placing all the return items in one package, please print and tape the return label we provided onto the outside of the package. Send your package back from the nearest Poste Italiane/InPost location.

You can check the refund status of your item(s) on your order details page or through Temu’s SMS/Email/Push notifications.
Please make sure your return package is postmarked within 14 days after you submit your return, otherwise the return process will be terminated. The return label we provide only works if you are shipping within the Italy (security-restricted areas such as military bases excluded).

Depending on your financial institution, refunds can take 5-14 business days (up to 30 days) to be credited to your original payment account. The original shipping fee is not refundable if your return is not a result of Temu’s or the provider’s fault. The insurance costs, if any, are also non-refundable.

You can choose to accept Temu credits instead of a refund to the original payment method.

• Refunds to Temu credits are faster than your original payment method.
• Temu credits have no expiration date.
• Refunds to Temu credit typically cannot be reversed once they are processed.
• Typically, Temu credits cannot be redeemed for cash and can only be used for purchases on Temu.

For more information about Temu credits, please visit: About credit balance.

Once we issue your refund, it takes additional time for your financial institution to make funds available in your account. Refer to the following table for more details.
The summary above provides a quick glance. For detailed information on Temu’s refund and return policy, please see here.