Previously in DealPOS Omnichannel, we only supported Cancellation for Shopee orders. Whether the cancellation happened before the product was sent by the courier or even after it was shipped, the handling in DealPOS was treated as a cancellation.

Now, Return is officially supported in DealPOS Omnichannel for Shopee. Cancellation and return are now handled as two different flows with different logic in POS, matching how Shopee Indonesia differentiates them.

On Shopee Indonesia, Cancellation (Pembatalan Pesanan) and Return / Return & Refund (Pengembalian Barang/Dana) are two different processes. The key difference is when the order is stopped and whether the buyer has already received the item.

The easiest way to remember it: Cancellation = stop the order before the transaction is completed. Return = there is already a problem with the order/item after the transaction is completed, so customer request a refund and may need to send the item back.

Cancellation means stopping the order before the transaction is completed.

Shopee Indonesia has several cancellation types, including instant cancellation, non-instant cancellation, and automatic cancellation.

For example, an instant cancellation may be possible while the seller has not arranged shipment or entered a tracking number. In other situations, the seller may need to respond to the cancellation request.

A return happens when there is already an issue with the order or product. Depending on the case, Shopee may offer Refund without returning the item, or Return the item + refund.

Shopee lists situations such as receiving a damaged product, an incorrect product, an incomplete order, or a product that differs from the listing/description as possible reasons for requesting a return/refund.

If returning the item is required, the buyer sends it back, and the refund is processed according to the outcome of the claim and return process.

In DealPOS Omnichannel, cancellation and return are now handled through separate mechanisms.

For cancellations, DealPOS Omnichannel uses the Cancelled Order Sync configuration in your Shopee channel.

You can adjust this in Your Shopee Channel by going to Channel, selecting your Shopee channel, clicking Edit, and changing the Cancelled Order Sync option to Unfulfilled or All based on your operational needs.

Return is now supported in DealPOS Omnichannel for Shopee. We have implemented the Automatic Return feature.

The return is only triggered when the Return Process is approved by Shopee. Then, DealPOS Omnichannel will automatically create a return that refers to the original invoice. This keeps your original invoice history intact while recording the stock and financial correction as a proper Return transaction in DealPOS.

To learn more about the automatic return flow and how to turn it on or off per channel, see: Shopee Automatic Return Flow in DealPOS Omnichannel

Notes :

The Automatic Return is enabled by default (True). If you want to disable it for a specific Shopee channel, you can set AutomaticPOSReturn to False in the channel settings.