This guide explains how to process cancellations and refunds for dropshipping orders. Cafe24 does not handle cancellation or refund processing on your behalf. You must process all cancellations and refunds directly through AliExpress.
When a customer requests a cancellation or refund
Even if a customer requests to cancel an order in your store, the order that has already been created in AliExpress will not be automatically canceled. You need to log in to AliExpress and manually cancel or return the order following the steps below.
Canceling orders before shipment
- Go to and log in with the account linked to dropshipping.
- Go to Account>My Orders.
- Find the order you want to cancel and click View Detail.
- On the order details page, submit a cancellation request.
- On the refund page, select a reason for cancellation and complete the process.
Processing returns after shipment
If shipping has already started, you need to process a return and refund. Return requests may be rejected depending on product type or seller's policies. Additionally, return shipping costs are not covered by the seller, so you (or the customer) may need to pay for them.
- Go to and log in with the account linked for dropshipping.
- Go to Account>My orders.
- Find the order you want to cancel and click View Detail.
- On the order details page, process the refund or return.
- Enter the refund or return reason and complete the process.
When an AliExpress seller cancels an order
- An order may be canceled by the AliExpress seller due to issues such as inventory shortages or shipping restrictions to certain regions.
- In this case, the order in your Cafe24 store will not be automatically canceled. You need to inform the customer about the situation and manually process the order cancellation and refund in your Cafe24 admin.
When AliExpress order creation fails
Even after a customer completes an order in your store, AliExpress order creation may fail for the following reasons:
- Product issues: Out of stock, no longer available, etc.
- Shipping issues: Customer address is in a region where shipping is not available
- Account/Payment issues: Linked AliExpress account deactivated, PayPal payment failure, etc.
- Other: API errors or temporary system issues
Caution
- Even if AliExpress order creation fails, the order in your Cafe24 store will not be automatically canceled.
- If you confirm that an order is missing on AliExpress, you must immediately inform the customer of the situation and manually process the cancellation and refund for the order in your Cafe24 admin.