Is it possible to cancel an order online? Can I refuse a product that was ordered online? Refusal of parcels by cash on delivery

Problem

Hello, I have a question! I ordered the product via mail, they called me again a week later to confirm my details, but unforeseen circumstances arose and I asked to cancel the product. Then I received a receipt, and they started calling me and asking when I could pick it up... To which I replied that I had canceled, to which they told me that you canceled too late and the goods were already in the mail. Then they called me again and said that if I don’t pick up the goods, they will sue me and I will have to pay even more. Yes, and I will be included in the database of unfavorable payers. Thank you in advance

Solution

Hello Tatiana,

Please clarify, did you purchase the product from an individual or from an online store?

If an agreement is concluded between individuals, it is necessary to be guided by the norms of the Civil Code.

Articles 309.310 of the Civil Code of the Russian Federation establish that the parties to the contract must fulfill their obligations properly; unilateral refusal to fulfill obligations is not allowed. The buyer is obliged to accept the goods transferred to him.

According to paragraph 3 of Art. 484 of the Civil Code of the Russian Federation, the buyer may refuse to accept the goods without justified reasons. In this case, the seller has the right to demand that the buyer accept the goods or refuse to fulfill the contract.

In your case, since you, as the buyer, do not fulfill your obligations under the contract, the seller can recover from the buyer damages caused by the unlawful refusal to accept the goods (for example, transportation costs).

But, in order to record the fact of fulfillment of his obligations, the seller (if the buyer does not accept the goods or refuses to accept them) must demand to accept the goods or refuse to fulfill the contract, i.e. send a corresponding written request (if you demand to accept the goods, then the goods are transported a second time according to the previously signed specification; if you notify about the refusal to fulfill the contract, then in the letter you indicate the specification according to which the delivery will not be made).

thus, the seller, an individual, can only require from you the costs of delivering the goods.

The rules for selling goods through an online store are regulated by Article 26.1 of the Federal Law “On the Protection of Consumer Rights”, as well as the “Rules for the sale of goods by remote means”, approved by Decree of the Government of the Russian Federation of September 27, 2007 No. 612.

The main rule that applies to goods purchased in an online store is the right to refuse the purchase and return the goods without explanation within 7 days after delivery (as well as at any time before delivery). That's right - without explanation, i.e. there is no need to give explanations about colors, styles, etc., as with goods from a regular store.

At the time of delivery, along with the goods, the buyer must be provided with a written reminder of the right to return the goods within 7 days. If such a reminder was not provided, the return period is extended to 3 months.

Information (memo) on the procedure and terms for returning goods by the consumer must contain:

a) the address (location) of the seller to which the goods are returned;

b) the seller’s working hours;

c) the maximum period during which the goods can be returned to the seller, or the minimum specified period (from 7 days);

d) a warning about the need to preserve the presentation, consumer properties of the goods of proper quality until they are returned to the seller, as well as documents confirming the conclusion of the contract;

e) the period and procedure for returning the amount paid by the buyer for the goods.

When purchasing in an online store, within 7 days after delivery You can refuse any product. When selling goods remotely, the List of goods that cannot be exchanged or returned does not apply.

The only limitation is that you cannot return a product made to order (according to individually defined characteristics) if there are no defects.

Another condition is that the product must not have signs of use, labels and seals must be preserved, and the packaging must be preserved.

When the buyer returns a product of proper quality, the seller draws up a return certificate signed by both parties.

If at the time of drawing up the act the seller did not transfer the money for the returned goods, then the seller is obliged to transfer the money within 10 days after drawing up the act.

People quite often buy goods online through online stores. You may buy some unnecessary things by mistake. Therefore, the question arises: is it possible to refuse an ordered product in an online store?

How to cancel an order in an online store

According to the law of the Russian Federation, anyone can easily refuse an ordered product before receiving it. And even if the product has already been delivered, you can return it within 7 days.

In order to properly refuse a product, the seller needs to competently express his dissatisfaction with the purchase. In most cases, the management of online stores go to meet their consumers so as not to spoil their own reputation and not receive negative reviews.

How to refuse a product in an online store before receiving it

Many people are interested in the question of how to refuse an order made via the Internet if it has not yet been received. If a person has not yet completed the order, he can click on the “cancel” or “remove item from my cart” button on the website.

If the order has already been accepted by the consultant, then you need to inform the site administration of your request number and ask for cancellation. You can easily write to the store's email address with a request to cancel the order.

Usually the e-mail is registered in the “Contacts” of the site. It is necessary to write in the letter “I ask you to return my money within 10 days.” After all, by law, every seller must transfer the full amount to the client no later than this period.

If the online store has a phone number, call it immediately at the time of refusal. This will speed up the process of order cancellation and refund.

Product refusal procedure

If the seller has already sent you an order, upon receipt you have 7 days before the end of the cancellation period. So if an item is not as described, broken, or doesn't work, you can easily return it for your money back. You can issue a refusal even if the buyer simply did not like the appearance of the purchase.

If the seller did not provide information about the product, such as:

guarantee;
best before date;
return methods.

Then the buyer can easily return the purchase within 3 months. However, you need to remember that the seller will give you money only for the cost of the item itself, but not for its delivery.

You pay for the receipt at your own expense. You will also have to pay for shipping the order back to the warehouse yourself.

How to get money back for refusing a product

If store consultants refuse to formalize the cancellation of the order, then you need to formalize it legally. To do this, the client must write a special written claim and send it by mail to the address of the online store.

Be sure to issue a registered letter, which will be delivered personally to the director.

The application can be written using this example:
“(Date of purchase of the item.) I bought a specific product in your store (indicate the model and purchase code). Here is the confirmation receipt for payment. After receiving the parcel, I discovered that the item did not suit me for a reason (indicate any reason - you don’t like the color, the model, the size doesn’t fit, etc.).

I have not used the item, its presentation is completely preserved. Also, the 7 days period after my purchase, which is set by law, has not expired. Therefore, I ask you to accept the return of the order and return my money within 3 days from the date of my return. I am attaching the receipt to this application. (Today’s date and client’s signature).”

How to refuse a parcel with cash on delivery

Any client can refuse a parcel for the following reasons:

The cost in cash on delivery does not correspond to the promised price;
The package does not match the description. For example, a person ordered a large refrigerator, but a small box arrived. Sometimes the post office allows you to unpack the parcel for free and check its quality in more detail;
The client could simply change his mind about picking up the parcel, and has the legal right to refuse it. Sometimes the buyer does not have the opportunity to come to the post office. For example, he was hospitalized or went to another city.

By law, each buyer can refuse a parcel delivered by cash on delivery in the following ways:

A person must come to the post office and write a statement of refusal of the order. There you need to indicate the reason for the refusal and sign. After this procedure, a person does not have to pay for parcel delivery. The order is simply sent back to the store, and delivery there/back is at the expense of the seller;
The client may simply not come to pick up his package at the post office. After about a month, the goods will be sent from the post office back to the online store. And even if the buyer signed the notification that the parcel has already arrived, he may not show up to receive it without any obligations or penalties.

In the second case, the seller can, as a last resort, sue and ask the buyer to compensate for the return shipping. To prevent this from happening, you need to use the first method and notify the store about the refusal of the goods.

If you refuse the parcel on the day of receipt, then the seller will not pay additional costs for storing the item at the post office.

We won’t talk for a long time and describe unnecessary things, but let’s say frankly - you can cancel your order, but only: During checking your payment, and during waiting for the goods to be sent.

Payment Processing- what does this mean?
Payment processing occurs when you pay for the product on the Aliexpress website.
After this, your payment is processed - within approximately 1 hour. And after this processing, the seller will begin to prepare your goods for shipment.

To cancel an order you need to:

1. Go to

2. Find the desired order and click - Cancel the order
(Order cancellation during - Payment checks)

(Order cancellation during - Waiting for the goods to be sent, seller)

After you click cancel order, a pop-up window will appear. In the pop-up window, you will need to select the reason for canceling your order.

How long will it take for the money to be returned to my account?

After canceling your order on Aliexpress, the funds will be returned back to the account through which you made the payment. But they will not return immediately, but within 3 days.

So, before paying for your order, it is better to think twice. As they say, measure twice, cut once.

How to cancel an order on Aliexpress if the goods have been shipped

If the seller has already sent the goods to Aliexpress, then unfortunately you will not be able to cancel your order. Since the button - Cancel order disappears, and in its place two buttons appear - Check tracking And Confirm receipt.

The only thing you can do in this case is to receive the goods and open a dispute for one reason or another. Where write to the seller that you do not need the product or that it is not suitable for you for one reason or another.

But you will have to send the goods back to China at your own expense. And after the seller receives this product back, he will return your money.

The funds will be returned back to the account through which you paid.

How to cancel unpaid orders?

Unpaid orders must also be cancelled. Why is this necessary? Everything is very simple....

If you collect a large number of goods on your page for which you clicked the Buy button, but they did not pay for it. This account may be subject to automatic blocking. Because he will consider this to be a fact of manipulation of the system.

So I advise you not to collect unpaid orders on your page, but to delete them. And how to do it?

Let's go to the section -

Let's go to the section - Payment expected

We find the desired product and click - Cancel the order

In the pop-up window that appears, select reason for cancellation(I always choose - Other reason) and press the button - Send

And so that this remote order does not interfere with your goods. Again go to the - section, find the just deleted order and click on urn icon.

In the window that appears, click - Delete order

That's all. Now this order is completely removed from your profile and from your orders.

I apologize for the not very high quality screenshots...

Purchasing goods online is becoming increasingly popular. Convenient service, a large selection of goods, often lower prices - all this makes the online store an attractive shopping opportunity. However, often the initial impulse to buy anything and everything disappears, or difficulties with money arise. The question arises whether it is possible to refuse to purchase a purchase.

How to refuse a product ordered online?

To resolve this issue, you should contact. It is its provisions that regulate the main issues related to the remote acquisition of goods and services.

The law prescribes that an order in an online store can be canceled at any time during its execution. And even when the consumer receives the package in hand and signs for it, he has another seven days to return it.

You should know that even if the product has already been paid for, the client can refuse it by demanding a refund from the online store. They must be returned in full within 10 days from the date of application. However, shipping costs will be charged if delivery has already taken place.

Refusal of goods in an online store before receiving it

To cancel a product purchased through an online store, you must contact the company. Depending on what stage the order is at, the steps for refusal will be slightly different:

the application has not yet been accepted for execution - in this case you should simply cancel it;
accepted, but not paid - the online store usually provides contact information, a notification of refusal should be sent by email indicating the reason;
if the purchase has already been paid for, the same message is sent with a request to return the money within the specified period.

If the online store has not provided data by email or regular mail, you can contact it by phone.

It is written about how to correctly draw up a refusal when imposing services.

Examples of order cancellations in an online store

Individual cases of failures can be considered using the example of several online stores. For example, how to refuse a product at Aliexpress, if already paid and sent. This situation implies that the refusal can no longer be carried out. However, the law stipulates that upon receipt of the goods, the client can return it within a week. Before payment, order cancellation is simple - if money is not paid within three weeks, the order is cancelled.

Options for solving the situation, how to refuse an order Lamoda, if they are due to be delivered tomorrow, they are prescribed on the official website, indicating the methods of communication. If the product has already been delivered or will be delivered in the near future, the customer can also refuse to receive it and apply for a refund. That is, if the courier has already contacted you, you can indicate to him that you want to refuse the purchase. The notification and request for return is submitted to the online store itself. In this case, the client will be charged the costs incurred for the delivery of the goods.

Question about how to cancel an order in an online store El Dorado and returning the money is also decided on the official website. It is prescribed that on any day other than the day of delivery, the client can call the specified number and, pointing to the order number, do the following:

change parameters - time, address;
choose additional products to purchase or refuse some;
cancel the application completely.

The money will be returned in accordance with the law within the prescribed period. If there were shipping costs, they will also be deducted.

How to refuse a parcel at the post office with cash on delivery?

Purchasing goods through cash on delivery is a very common practice for many online stores. In this case, it is understood that the client pays for the parcel when it arrives by mail, that is, upon receipt. This scheme has its drawbacks, especially for an online store. One of them is the client’s refusal to purchase.

There are two main ways to refuse a parcel by cash on delivery:

come to the post office and write a written notification about your unwillingness to accept the products, you must also indicate the reasons for this;
ignore the delivery notification, in this case, after the expiration of the specified period, usually a month, the parcel will be sent back.

However, it should be taken into account that refusal to pay for products does not relieve the consumer from financial responsibility for delivery. That is, the online store has the right to demand recovery for losses incurred. In practice, this does not happen often; if the amounts are small, the client can usually simply be added to the list of unreliable ones.

Refusal of parcels by cash on delivery Russian Posts carried out on the same general basis. That is, it is enough to come to the post office and refuse receipt in writing so that the parcel does not sit idle. The reason should also be stated.

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