February 07, 2019
Here at ToyDemon, we are always trying to improve our website usability and customer experience.
The ability to let customer cancel the order by themselves has always been a feature that we wanted to do. Finally with the new website, we have been working hard with our developer to make it work with the payment processor. We are now happy to unveil this feature to our customers.
However, just the same as big retailers, there are few exceptions for when you cannot direct cancel an order:
1. You cannot direct cancel if your order has a status of "Complete"
This means your order has been picked, packed, and handed off to the carrier. The option to direct cancel your order will no longer apply and you will need to contact our customer service to work out a Return / RMA.
2. You cannot direct cancel if your order has been partially shipped
When you have a order that has a mix of pre-order products and available products, once the available items are shipped out first even though the order status is still shown as "Processing", then you cannot direct cancel the order. Please contact our customer service to work out a Return / RMA.
3. You cannot direct cancel if your order status shows "On Hold"
When your order status shows "On Hold", that means there's issue with payment or that you have passed your pre-order cut-off date. You will need to contact our customer service to work out a Return / RMA.
With that said, here's how you can cancel your order:
For Registered Customers:
Log into your account and go to the bottom of any page and under My Account, click on "Past Orders".
Once you see the list of your orders, you can see orders that can still be direct canceled will have a "Cancel Order" link.
After you click on "Cancel Order" a window will pop out and just select your reason and submit! That's it!
For Non-Registered Customers:
Go to bottom of the page and under Useful Links, click on "Order Status".
Once you click on "Order Status" you will be taken to a page that requires you to fill out all relevant order info. Please fill them in accordingly. (If you cannot find your order, then please double check your info)
After filling out your information correctly, you will be taken to a order status page, and you will see a "Cancel Order" link as well if direct cancel is still allowed:
After you click on "Cancel Order" a window will pop out and just select your reason and submit. That's it!
Should you have any questions or issues, please let us know.