Handling Out of Stock Order in Temu (Shipped)
From crazysales
For order that needs to be cancelled and refunded but was already marked as shipped in Temu, please follow these steps:
- First, cancel the order in CS Backend and copy the Temu Order ID.
- Then at the Seller Center page in Temu, go to Orders, select Manage Orders and search for the order using the Temu Order ID.
- Once the order shows up, click on the order ID to confirm status and if it's still possible to cancel the order.
- You will be redirected to the order details page. If the status is Shipped, try to click on Request to cancel the order.
- You will see that you will no longer be able to select the product and the reason will be shown. Click Cancel.
- You will return to the Order details page. Click the message icon next to the Buyer name:
- Select Refund Only Communication as your Reason for contact, enter your message in 500 characters or less, and click Preview.
- Review your message and click OK to send your message.
- You will need to wait for the customer to respond and cancel their order. If the customer is not responding, you can only send 2 follow-ups due to Temu system limit.
- From time to time, you can check by going back to the order details page to check if there is a Refund applied, then click it;
- Or by checking for an open Return request and clicking View return details:
- Both will lead you to the Return details page where you will be able to confirm the Refund status and the Reason for return, which in this case states Provider accepted the chargeback which means buyer has accepted the cancellation and refund of the order.
- Once the buyer accepted the cancellation, it will be refunded automatically. You can then proceed refunding the order in CS Backend and recording it in RMA.
- When logging notes in CS Backend, you can use the link of the message or simply use the Temu Order ID so that it would be easier to locate the message if you need to send a followup or an update.
