Cancellations
Cancellations looks at orders a buyer had already paid for (or a confirmed cash-on-delivery order) that were then cancelled. It shows why they were cancelled, and whether the buyer came back and ordered again.
Open My Shop → Analytics → Cancellations. It opens on the last 30 days, and you can pick up to 92 days. Days are the dates the orders were placed.
What happens to a cancelled order
Every cancelled order ends up in one of three groups:
| Group | What it means |
|---|---|
| Came back | Within 7 days, the same buyer ordered at least one of the same products again, and kept that order. The sale was saved. |
| Tried again, cancelled again | The buyer reordered, but cancelled again. |
| Never came back | The buyer didn't reorder. These are your lost sales. |
Orders cancelled before the buyer paid don't count here, and neither do orders still waiting for payment. They're listed under Not counted at the bottom of the page.
The page names these groups in slightly different ways. The cards say Came back and Lost sales, and the daily chart says Reordered and Lost. They're the same groups as above.
How to read it
The three cards
| Card | What it tells you | Example |
|---|---|---|
| Lost sales | Sales from cancelled orders that never came back. | ฿18,400 |
| Cancel rate | How many paid orders got cancelled. | 4%: 40 of every 1,000 paid orders. |
| Came back | How many cancelled orders the buyer replaced within 7 days. | 30%: 12 of those 40 buyers reordered. |
Hover the small line on a card to see it day by day. The Lost sales and Came back lines stop about a week before today, because buyers who cancelled recently still have time to come back.
Did buyers who cancelled to fix their order come back?
Some buyers cancel only to change something, such as the size, colour, address or voucher. They wanted to buy. This bar shows how many of them actually placed the corrected order. The sentence under it counts the ones who never did, and the sales that went with them. Each one is a sale lost because changing the order was too much trouble. Quick chat replies and clear product pages help.
Cancelled orders by day
One bar per day, split into Lost, Reordered, and Tried again, cancelled again. A tall bar on one day is worth a look, because something may have gone wrong that day. Bars marked * are recent days: buyers can still reorder, so the lost part may still shrink. Hover a bar for that day's numbers and its main reason, or switch to Table.
Why orders were cancelled
One row per reason, such as Fixing the order, Changed mind, Found it cheaper, Not shipped in time, Seller did not reply, Delivery failed and Payment trouble. Each row shows how many came back, a bar of what happened, how many orders were cancelled, and the sales lost. Hover a reason to see Shopee's own wording.
Cash on delivery against paid upfront
The same bars for cash-on-delivery orders and for orders paid upfront, each with its cancel rate. When one cancels a lot more often, the heading says so, for example COD cancels 3.2× as often.
Products
Up to 50 products with cancelled orders, those with the most lost orders first. Other size or colour counts buyers who came back but chose a different variant of the same product. Main reason is the most common cancel reason for that product.
- An order counts once the buyer committed to it: they paid, or it was cash on delivery and Shopee had confirmed it.
- "Came back" means a new order, placed within 7 days, that contains at least one of the cancelled order's products and was not itself cancelled.
- Money is Seller Center's Sales: item price minus seller rebate. The note at the bottom also shows what buyers had paid on the lost orders.
- Cancelled orders that Shopee hasn't settled are priced from their order lines. The note at the bottom says how many.
Use cases
- Fix what makes willing buyers give up. If many Fixing the order buyers Never came back, changing an order is too much hassle for them. On products with a high Other size or colour count, clearer variant names and size charts stop people picking the wrong one.
- Weigh cash on delivery. If COD cancels several times as often as prepaid orders and most never come back, compare the extra orders COD brings in with the money you lose to COD cancellations.
- Catch problems on your side. Not shipped in time and Seller did not reply are about shipping and chat. A spike on one day in Cancelled orders by day points to a backlog that day.
- Check one product's price. If Found it cheaper is a product's main reason, review its price and vouchers.