Confirm, decline or cancel a sale
What you will learn
This guide explains how to confirm your live and Loja sales, how to decline a Loja sale, how to cancel a sale you already confirmed and what happens to the buyer in each case.
Live sales and Loja sales
Live sales: after the live ends, you confirm the sales on the live dashboard by tapping Confirmar Vendas (Confirm sales). If the sales are not confirmed within the time shown on the dashboard, they are cancelled and the buyers are refunded.
Loja sales: you must confirm or decline them within the time shown in the app. If you do not answer in time, the sale is cancelled and the buyer is refunded.
Confirm or cancel your live sales
After the live ends, the sales need your confirmation before shipping. You cannot confirm while the live is still on air.
When the live ends, tap Meu painel de controle (My dashboard) to open the Sua Live (Your live) dashboard. You can also find this dashboard later, in the Lives Passadas (Past lives) tab of your profile, or in the Seller Hub, under the live that has ended.
Check the sales and tap Confirmar Vendas (Confirm sales).
Once confirmed, you can buy the shipping labels and issue the nota fiscal (invoice).
If you cannot honor the sales, tap Cancelar Vendas (Cancel sales). The sales that are not confirmed yet are cancelled and the buyers are refunded.
You have a few days after the live ends to confirm, and the time left shows on the dashboard. If you do not confirm in time, the unconfirmed sales are cancelled automatically and the buyers are refunded. The shipping deadline only starts when you confirm the sales.
Confirm or decline Loja sales
Open Ajustes (settings) and tap Envios (shipments). On a computer, open Envios in the Seller Hub.
On the package with new sales, tap Revisar vendas pendentes (review pending sales).
For each sale, tap Confirmar (confirm) or Recusar (decline).
Once every sale in the package is confirmed, you can create the label and ship. If you decline a sale, the buyer is refunded. This action cannot be undone.
You can also open the sale in Ajustes > Minhas vendas (my sales) and use the Confirmar or Recusar buttons at the bottom of the screen.
As long as you have not confirmed yet, the buyer can cancel the Loja order in the app. In that case, the sale disappears from your pending sales and the buyer is refunded.
Cancel a sale you already confirmed
If you cannot ship an item, cancel the sale as soon as possible.
Step 1: Open the sale
Open Ajustes > Minhas vendas and tap the sale you want to cancel.
Step 2: Tap Cancelar venda
The Cancelar venda (cancel sale) button appears at the bottom of the sale details screen.
Step 3: Choose the reason
The app asks O que te levou a cancelar? (what's making you cancel?). Choose one of the reasons and tap Enviar (submit):
Não foi possível enviar o item (unable to ship the item)
Item perdido (item lost)
Item danificado (item damaged)
O comprador solicitou o cancelamento (buyer requested cancellation)
Outras razões (other reasons)
Step 4: Confirm
A Cancelar esta venda (cancel this sale) window asks you to confirm. Tap Cancelar venda to confirm, or Não cancele (don't cancel) to go back.
If the package has already been dropped off, cancelling in the app may not be available. In that case, contact support.
What happens after a cancellation
The buyer is refunded to the same payment method used for the purchase. The amount usually comes back within 5 business days, depending on the bank or card.
The sale amount does not reach your wallet.
The sale shows as cancelled in Minhas vendas.
Automatic cancellation for late shipping
The shipping deadline is usually about 10 days after the sale is confirmed. In exceptional situations, such as a Correios strike, it can be extended to up to 20 days. The exact deadline always appears on the order, under Prazo de envio (shipping deadline).
If the deadline passes, the order shows Envio atrasado (shipping overdue). If the item is still not dropped off a few days later, the sale is cancelled and the buyer is refunded automatically.
Important tips
Confirm your live sales right after you end the live. The time left shows on the live dashboard
Answer Loja sales quickly. Confirm or decline within the time shown in the app
Decline instead of confirming and cancelling later. If you already know you will not ship, decline the Loja sale right away
Cancel only when necessary. Frequent cancellations can lead to restrictions on your account
Keep an eye on Prazo de envio. Ship before the deadline to avoid the automatic cancellation
Frequently asked questions
Do I need to confirm live sales? Yes. After the live ends, tap Confirmar Vendas (Confirm sales) on the live dashboard, within the time shown there. Only then can you buy the labels. If you do not confirm in time, the sales are cancelled and the buyers are refunded.
Can I confirm sales during the live? No. Confirmation only becomes available after the live ends.
What happens if I do not confirm a Loja sale? The sale is cancelled when the time shown in the app runs out, and the buyer is refunded.
Can the buyer cancel? Yes, for Loja orders, as long as you have not confirmed the sale yet. Purchases made in a live cannot be cancelled by the buyer in the app.
Does cancelling hurt my account? An occasional cancellation for a real reason is normal. Frequent cancellations can lead to restrictions on the account.
Where does the buyer's refund go? Always to the same payment method used for the purchase, within 5 business days, depending on the bank or card.
Can I cancel just one item from a package? Yes. Each item is a separate sale, so you cancel one sale at a time.
Need help?
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