Use the Shopee Partner App to manage an active ShopeeFood order. For item replacements, follow the steps on how to replace out-of-stock items in this guide.
For cancellations, follow the steps on how to cancel orders due to out-of-stock item(s) in this guide when self-cancellation is enabled for your store.
The button appears only when self-cancellation access is enabled for the store, regardless of account type. Choose the appropriate available action and contact ShopeeFood Customer Service if you cannot fulfill the order or need help with the cancellation.
Choose a valid reason before confirming a cancellation.
Notify the Customer before cancelling whenever possible.
Do not cancel an order outside the Shopee Partner App unless a member of ShopeeFood Support has specifically instructed you to.
Repeated cancellations may affect your store’s standing.
Log in to the Shopee Partner App.
Tap the Order tab.
Under the Ready tab, select the order containing the out-of-stock item.
Tap ‘Edit/Cancel Order’.
Select ‘Edit Order’. The “Proceed” button will be greyed out until you’ve contacted the Customer and they’ve confirmed the addition.
Contact the Customer via the in-app chat function in your Partner App. Explain which item is being added.
Once the Customer confirms, tap the arrow icon to go back to the Edit Order page, then tap ‘ + Add Item”.
Select the item to add.
Enter the quantity, then tap ‘Confirm’.
Review the ‘Price Change Details’, then tap ‘Confirm Order’.
The order will now show as Modified by Merchant.
💡 Important Note: Always get the Customer’s confirmation before adding an item.
App-only action: The order actions described in this article can only be performed in the Shopee Partner App. The Shopee Partner Web Portal shows completed and cancelled orders only at present.