Cancellations
 
  1. How to cancel my order?
  2. Cancellation Reasons 
  3. How do I check for my cancelled orders?
  4. What is the Youbeli cancellation policy? 
 
Please note that once you submit a cancellation request for an order, it cannot be reversed. However, you can easily place a new order after cancelling.
 
Before submitting a cancellation request, please check the order status to ensure that it is possible to cancel. There is no cancellation allowed once the order status had updated to “Ready to Ship”. 
 
  1. How to cancel my order?
To cancel an order, please follow these steps: 
  1. Contact the Youbeli Customer Support to get assistance on order cancellation.
- Customer Support Hotline/ WhatsApp: +6018-243 6288
- Customer Support Email Address: [email protected]
- Customer Support Live Chat: https://www.youbeli.com/ 
- Customer Contact Form: https://www.youbeli.com/support.php
  1. Provide the order ID and reason of cancellation to the Youbeli Customer Support team.
  2. Your cancellation request will be responded via email within 1-2 business days. 
 
Cancellation works differently for different types of circumstances: 
  1. Incomplete Payment
- The cancellation can be done instantly any time before the payment is completed.
- If there is no payment in 12 hours, the order will be automatically cancelled by Youbeli. 
 
  1. Paid Local Orders (With or without Pre-Order)
- You can contact Youbeli Customer Support via email/ call/ live chat/ WhatsApp to request for a cancellation with reason when the order is yet to be processed by the seller.
- The seller's approval for the cancellation is required regardless of whether the order is processed/ shipment has been arranged.
- All the cancellation requests shall be responded by the seller within 1-2 business days. If they fail to do so, the order will be automatically cancelled by Youbeli, and you will be refunded accordingly based on your payment method.
 
  1. Paid Overseas Orders 
- You can contact Youbeli Customer Support via email/ call/ live chat/ WhatsApp to request for a cancellation with reason when the order is yet to be processed by the seller.
- No cancellation allowed once the order is processed/ shipment has been arranged.
 
 
Notes for Order Cancellation:
 
  1. You can only submit one cancellation request for every order. If your cancellation request been rejected or withdrawn, you will not be able to submit another request for the same order.
  2. Sellers are allowed to reject the cancellation requests for orders that have been packed/arranged for shipment.
  3. Refunds will be automatically processed upon successful cancellation.
  4. Please be aware that if you only cancel some of the items in your order, the shipping fee will not be refunded.
 
 
  1. Cancellation Reasons
 
Buyer Cancellation/ Seller Cancellation/ Youbeli-initiated Cancellation 
There are several ways an order can be cancelled: 
 
  1. Buyer Cancellation 
When a customer requests for an order cancellation, they would be required to state a valid reason for doing so to Youbeli Customer Support, and the Seller shall be notified immediately of the reason. Reasons might be due to: 
- Want to change payment method
- Change/ combine order
- Delivery time is too long
- Duplicate order
 
Please note that, buyers are allowed to request cancel if the order is yet to be processed by the seller.
 
Note: If the seller does not respond to the cancellation request within 1-2 business days, the request will be automatically approved. 
 
  1. Seller Cancellation 
Seller may initiate cancellation while order is still under pending/ to pack, or for reasons such as: out of stock, incorrect pricing, or sourcing delay. 
 
  1. Youbeli-initiated Cancellation 
There are several reasons for why Youbeli will trigger a cancellation: 
- The order has breached the order fulfilment SLA
- Customer has reached out to Youbeli and provided sufficient evidence to prove that the order should be cancelled
- Technical errors during the transaction or fulfilment process
- High risk transactions if fraud is suspected
 
 
  1. How do I check for my cancelled orders?
 
Buyer
  1. An email notification will be sent to the buyer about the cancellation reason and refund method once the cancellation request has approved or the order has cancelled by the seller.
  2. Log into Youbeli’s account.
  3. Go to Your Account > Order History. Click the order to check the order status if it has updated to “Refund”.
 
Seller
  1. Log into Youbeli Sellercenter account.
  2. On the left menu, click Orders > Orders.
  3. Filter the order status, multiple selection is available. Seller may select “Request Refund” or “Refund”, or both to check the order status and process.
  4. You may refer to “Note to Customer” for the reason of refund/ cancellation.
 
  1. What is the Youbeli cancellation policy? 
Please read and understand the following terms and conditions before proceeding with an order cancellation: 
  1. Youbeli will not be able to reverse or restore a cancellation once it has been completed. 
  2. Any vouchers, discounts, or promotions used with a cancelled order will not be valid for any subsequent orders. 
  3. Youbeli cannot guarantee that the price, stock availability, shipping fee or any other element of a cancelled order will remain the same for any future order. 
  4. Your refund will be processed within 1 business day and credited to your account within 7-14 business days, depending on your payment method, bank and/ or financial institution.
  5. The refund amount will be the net amount paid (or Youbeli wallet/ reward points used) by you and will not include any voucher amount. 
  6. Youbeli does not charge any cancellation fees. If your cancellation request is successful, Youbeli will provide a full refund for cancelled orders with payment already made. Click here for Refund & Return Policy
  7. Once you have submitted the cancellation request to Youbeli Customer Support, your order status will become:
Order - Incomplete Payment
Once you have submitted the cancellation request, your order will be cancelled immediately, and the order status will be changed to "Order Cancelled".  
 
Order - Success Payment
Once you have submitted the cancellation request, the order status will be changed to "Request Refund". Your request will be processed within 1-2 business days upon status updated. 
 
Youbeli reserves the right to cancel any suspected fraud order without prior information, in order to ensure a safe and enjoyable shopping experience for our customers.