Cancellations
See when you can cancel a purchase yourself, when a cancellation happens automatically and how to ask for help to cancel.
What you will learn
How to cancel a Loja purchase
What to do to cancel a purchase made in a live
When a purchase is canceled automatically
How the refund of a canceled purchase works
Cancel a Loja purchase
You can cancel while the seller has not confirmed the sale yet:
Open your profile and tap Minhas compras (My purchases).
Open the order.
Tap Cancelar pedido (Cancel order) and confirm.
Once the seller confirms, the button no longer shows. If you need to cancel, contact the seller in Mensagens (Messages) or contact our support.
Cancel a purchase made in a live
A purchase made in a live cannot be canceled in the app. After the live ends, the seller confirms the sales. If you need to cancel:
Contact the seller in Mensagens (Messages). The seller can cancel the sale and you get a refund
Or contact our support, who will help you with the order
When a purchase is canceled automatically
Payment not completed: if you win a product in a live and do not pay in time, the purchase is canceled
Live without confirmation: the seller confirms the sales after the live ends. If they do not confirm in time, the purchase is canceled and you get a refund
Loja without confirmation: if the seller does not confirm the sale within the deadline shown in the app, the purchase is canceled and you are refunded
Late shipment: if the seller does not ship within the shipping deadline shown in the order, the purchase is canceled a few days later and you are refunded
Items opened in the live
For products such as card packs, the app asks you, after payment, whether you allow the seller to open the item in the live. The app shows what changes when the item is opened before you choose. If you do not answer, the item stays sealed.
After you receive the product
If you received the product and want to withdraw from the purchase, or if there is a problem, contact our support as soon as possible. Support reviews your request according to the Terms of Use. See also Returns & Refunds.
Refund of a canceled purchase
The refund goes back to the same payment method used for the purchase
It usually takes up to 5 business days, depending on your bank or card
If you used a coupon, it goes back to your balance
Frequently asked questions
I made an offer in a live by mistake. Can I cancel it? An offer you send is a commitment to buy. If you win, contact the seller or support as soon as possible.
The seller canceled my purchase. What now? You get a refund automatically to the same payment method. The order shows as Cancelado (Canceled) in Minhas compras (My purchases).
How do I ask support for help? Go to Ajustes (Settings) > Contate o suporte (Contact support) > Ajuda com pedidos (Help with orders) and pick the order.
Need help?
Talk to us through the in-app chat.