Cancellation Policy

This cancellation policy provides a clear framework for oroaje.com, covering the needs of both shoppers and independent vendors.

Order Cancellation Policy for Oroaje.com

At Oroaje.com, we strive to ensure a smooth shopping experience. As a multi-vendor marketplace, our cancellation policy balances the needs of our customers with the operational requirements of our independent vendors.

1. Cancellation by the Customer

Before Shipment: You may cancel your order at any time before the status changes to "Shipped". Log into your account, go to "My Orders," and select the "Cancel Order" button for the specific item.

After Shipment: Once an order has been shipped, it cannot be cancelled directly. If you no longer want the item, you must wait for delivery and then initiate a return request according to our Return Policy.

Specific Exclusions: Certain items are not eligible for cancellation once the order is placed, including:

Custom-made or personalized goods.

Perishable items (e.g., food, fresh flowers).

Digital downloads after access has been granted.

2. Cancellation by the Vendor or Oroaje.com

A vendor or the platform may occasionally need to cancel an order due to:

Stock Availability: The product is unexpectedly out of stock or unavailable.

Pricing Errors: The item was incorrectly priced or advertised.

Incomplete Information: The shipping address provided is incomplete or unverified.

Fraud Prevention: The transaction was flagged as potentially fraudulent by our security systems.

3. Refunds for Cancelled Orders

Full Refunds: If an order is cancelled by the vendor or before it is shipped by the customer, a full refund (including shipping fees) will be processed.

Processing Time: Refunds are typically credited back to your original payment method within 5 to 14 business days, depending on your bank or payment provider.

Cancellation Fees: Note that some vendors may apply a small administrative fee (e.g., 3-10%) for cancellations requested after specific timeframes to cover processing costs.

4. Multi-Vendor Order Management

Partial Cancellations: If your order contains items from multiple vendors, you can cancel an individual item without affecting the rest of your order.

Vendor Communication: While you can cancel via the platform, you may also reach out directly to the vendor through the "Contact Seller" button on the order page for specific inquiries.

To maintain high service standards on oroaje.com, we monitor vendor performance closely. The following terms outline the benchmarks for the Seller-Fault Cancellation Rate (SFCR) and the subsequent penalties for failing to meet them.

Vendor Performance & Cancellation Penalties

1. Cancellation Benchmarks

All vendors are expected to maintain an SFCR below 2.5%. A "Seller-Fault Cancellation" occurs when an order is cancelled by the vendor or automatically by the system due to:

Out-of-stock items.

Pricing errors.

Failure to ship within the designated handling time.

2. Penalty Tiers

If a vendor's cancellation rate exceeds the 2.5% threshold within a rolling 7-day period, the following enforcement actions may apply:

Cancellation Rate (SFCR) Penalty Action

2.5% to 5% Warning & Required Action Plan: Vendor receives a formal notice to update inventory systems immediately.

5.1% to 10% Financial Surcharge: An additional 5% fee may be applied to the vendor's gross sales for the preceding month.

10.1% to 30% Order Volume Limit: Daily order capacity is restricted to 75% of the vendor's historical average.

30.1% to 50% Severe Volume Limit: Daily order capacity is restricted to 50% of average volume.

Above 50% Store Deactivation: Immediate delisting from the marketplace. The vendor must complete mandatory retraining before being considered for reinstatement.

3. Financial Offsets

To compensate for customer dissatisfaction and administrative overhead, vendors may be charged a Cancellation Fee for each seller-faulted cancellation:

Standard Orders: 100% of the platform referral fee.

Late Cancellations: 150% of the referral fee if the cancellation occurs after the estimated ship date.

4. Exemptions

Cancellations requested directly by the customer through their Oroaje.com User Account do not count toward the vendor's SFCR. We encourage vendors to ask customers to initiate the request through the official platform channels to avoid penalties.

Contact Support

If you experience any issues while trying to cancel an order, please contact our support team at helpdesk@oroaje.com or use our Live Chat for immediate assistance