Plans change. SGT Cart makes it easy to cancel an Order before it ships — no questions asked, no fee. This page explains exactly when you can cancel, who else can cancel, and where the money goes.
1. Cancel an order yourself
You can cancel a Sub-Order at any time before its status changes to Shipped:
- Open My Orders and tap the Order.
- Find the Sub-Order you want to cancel (one Order may have multiple, each from a different Seller).
- Tap "Cancel" next to the Sub-Order.
- Choose a reason (optional but useful for us). Common reasons: changed my mind, found cheaper elsewhere, ordered by mistake, delivery taking too long, wrong address.
- Confirm. The Sub-Order moves to Cancelled and the Seller is notified instantly.
Cancellation is instant. There is no waiting period and no fee. Your reward points and any coupon used are returned to your account immediately.
If your Order has multiple Sub-Orders and you only want to cancel one of them, the rest continue normally — each Sub-Order is independent.
2. Seller-initiated cancellation
Sellers may cancel a Sub-Order in specific cases:
- Out of stock — the displayed stock was wrong; the Seller cannot fulfil.
- Unreachable address — phone unreachable + the location is outside the Seller's serviceable zone, after at least one attempt to contact you.
- Payment never cleared — for prepaid Orders that remained in "payment failed" state for more than 48 hours.
- Suspected fraud — flagged by our risk engine; Seller may decline and escalate to SGT review.
When a Seller cancels, you receive an in-app notification + email with the reason. The Sub-Order is refunded in full per §4. If a Seller cancels within 24 hours of order placement, no penalty applies; later than that, our performance tracker logs it against the Seller, and you receive a Tk 50 inconvenience credit to your SGT Cart Wallet.
3. SGT Cart cancellations
SGT Cart itself may cancel an Order or Sub-Order when:
- The Listing turns out to violate our Listing Guidelines (counterfeit, prohibited item, mis-priced).
- A Seller is suspended (e.g., counterfeit confirmed, anti-disintermediation 2-strike, or fraud investigation).
- A clear pricing error is detected before the Sub-Order ships (e.g., Tk 50 for a Tk 50,000 product).
- A government / court order requires it (rare).
- The Order is on the Bangladesh customs prohibited list (will only occur once international becomes relevant).
Affected Orders are refunded in full per §4. You'll receive an email with the specific reason and (if appropriate) a discount voucher for your next Order.
4. What happens to your payment
| How you paid | What happens on cancellation |
|---|---|
| Cash on Delivery (no cash collected yet) | Nothing to refund — the Sub-Order is just cancelled. The courier won't visit. |
| bKash / Nagad | Refunded to the same wallet within 2-3 business days. |
| Card via SSLCommerz | Authorisation reversed (often within minutes) or refunded to the card within 5-10 business days, depending on whether the bank had already captured the funds. |
| SGT Cart Wallet credit | Returned to Wallet instantly. |
| Reward Points used | Reverted to your Points balance instantly. |
| Coupon used | Coupon restored to your account on a self-cancel; not restored on a Seller- or SGT-initiated cancel involving fraud. |
See the Refund Policy for the full timeline matrix.
5. When you can no longer cancel
Once the Sub-Order status is Shipped, the "Cancel" button disappears. At that point:
- If you refuse to accept delivery at the door, the parcel will be returned to the Seller — this counts as a return, see Returns.
- If the parcel is already in transit and you no longer want it, you can request the courier to "Return to sender" (a service fee may apply if the cancellation was on you).
- After delivery, the path is the Returns flow.
Custom-made or made-to-order items may have a cancellation cutoff earlier than "Shipped" because the Seller starts work immediately on order. The cutoff is shown on the Listing — once passed, only the Dispute Resolution route is available.