You can cancel an order for the following reasons:
Important: Sellers should seek to avoid cancellations as much as possible.
Linio may cancel an order only in the following cases:
1. Before Shipping: Before the shipping process has been initiated by seller, the main
reasons can be:
Important: Sellers will not receive any payment regarding the product or products
cancelled prior to shipment.
2. Delayed DTS: If the sellers doesn’t accomplish the shipping deadline, which resemble
to 3 days after the order is generated in the system.
Important: If the seller makes the shipping in the stipulated time but the order doesn’t
present movement (First Movement) in the system, send the proof of delivery to the
Carrier to International Operations: opsinternacional.co@Falabella.com,
3. Delayed or Non-delivery: When the promised delivery time has expired and it has
been passed fourteen (14) natural days, customer has not received the product and/or
no Proof of Delivery has been submitted by the Seller, including deliver attempts.
4. Wrong shipping method: In the scenario that an order was purchased as an Express
shipment but was shipped with the Postal Service, and the customer refuses to receive
the order shipped with the Postal Service and requests its cancellation.
Important: Penalties will incur to the Seller.
Customers can cancel the order any time before the Promised Ship Time (DTS), and no
penalty will be incurred by the Seller during this period. After the product has been shipped, a customer cannot cancel the order.
Other reasons for cancellations could be:
1. Access to Seller Center and go to the Orders tab.
2. Click in Manage Orders.
3. Search for the Order you wish to Cancel, in the Actions column select Canceled3. Search for the Order you wish to Cancel.
Important: Verify that the order status is Pending
4. Select te reasonfor the Cancelation.
5. If possible, add more details about te Cancelation. Click on Save to finish.
Important: To Cancel an order with other status than Pending, please contact your KAM
with a copy to International Operations: opsinternacional.co@Falabella.com
If the Seller does not ship the order within the Promised Ship Time, the customer and/or
the platform may cancel the order, and a penalty equivalent to 1x the commission rate willbe applied.
X% = % of commission agreed with Linio for each product category
X% = % of commission agreed with Linio for each product category
In the case of overselling in a 3-month period, the Seller will acquire a penalty of 2x
Comission and a review process in order to evaluate if operations could continue.