How to Cancel My Sugargoo Order: Step-by-Step Guide

When overseas buyers use a Taobao agent to shop from Chinese e-commerce platforms like Taobao, 1688, Weidian, or Tmall, one of the most common concerns is: “What if I choose the wrong item — can I cancel my order?”

The good news is that with Sugargoo, canceling isn’t complicated at all. The platform is designed with clear order statuses and straightforward refund options, so you don’t have to worry about being stuck with a mistaken purchase. In this guide, I’ll explain how cancellation works on Sugargoo, what to expect at each stage, and walk you through the process step by step (with screenshots).

Why You Might Need to Cancel

Sometimes plans change — maybe you clicked the wrong size, spotted a better deal, or just changed your mind. Luckily, Sugargoo gives users flexibility to cancel in certain situations, but timing matters a lot.

If you’re completely new to the platform, you might also want to review how the overall ordering process works before you cancel, so you know at which stage your order currently sits.

Order Status Explanation

Before hitting cancel, it’s important to know what each order status means:

[Pending Payment]: Order created but payment not yet made.
[Payment in Progress]: Payment submitted, awaiting confirmation.
[Purchasing]: Sugargoo is buying from the merchant or waiting for seller to ship.
[Shipped]: Seller has shipped, package en route to Sugargoo’s warehouse.
[Completed]: Items have been stored in Sugargoo’s warehouse.
[Closed]: Order refunded after cancellation post-payment.
[Canceled]: Order successfully canceled while pending payment.

👉 Understanding these statuses helps you know if cancellation is still possible. If you want to go deeper into product handling, check out how to read product listings clearly before ordering.

How to Cancel an Order (Rules by Status)

Pending Payment
1. Cancel directly in your account.
2. No fees, order disappears immediately.
Purchasing
1. Submit an after-sales application.
2. If not yet purchased, refund is immediate.
3. If purchased but not shipped, Sugargoo cancels with seller and refunds balance.
Shipped (Mailed)
1. Contact customer service.
2. Sugargoo negotiates with seller. If agreed, refund follows seller’s confirmation.
Completed (within 5 days)
1. You can request a return.
2. Refund depends on seller approval and may take 7-15 working days.
3. Return freight costs will be deducted.
Exceeded return period
1. Refund is generally not possible unless seller agrees to an exception.

How to Cancel Your Order on Sugargoo (Step by Step with Screenshots)

The following example shows how to cancel an order during the Purchasing stage — when Sugargoo is buying the item from the seller but it hasn’t been shipped yet.

Step 1: Go to “My Orders”

Step 2: Select the Order You Want to Cancel

In the order list, find the one you wish to cancel. On the right side, click Apply for Refund.

Sugargoo My Orders page with Purchasing status and Apply for Refund option highlighted

Step 3: Fill Out Refund Application

A pop-up window appears. Choose the Reason for Application, add a short Description, and click Confirm to submit.

👉 Once submitted, Sugargoo will cancel the purchase if the seller hasn’t shipped yet, and refund the payment to your account balance. If the seller has already shipped, the request will be handled through after-sales service and may take longer.

Sugargoo refund application form where users select reason, add description, and confirm cancellation

If you’re curious about what happens after you cancel and how quickly you’ll get your money back, Sugargoo has a clear system for refunds and even offers compensation if delays occur. You can read the full breakdown here: Sugargoo Refund Policy: Timelines and Compensation.

Refund Options and Timelines

Sugargoo wallet balance → Fastest, can be reused instantly.
Original payment method (PayPal, card, etc.) → Typically 3-7 working days.
Partial refunds → Freight or handling fees may be deducted depending on the case.

Extra Tips to Avoid Cancellation Hassles

Double-check size, color, and item details before placing an order.
Act quickly — earlier cancellations are much easier to approve.
For shipped or completed orders, be prepared for negotiation and longer refund times.
Customized items are usually non-refundable, so confirm before buying.

Ready to Get Started?

If you’re still unsure whether using a Taobao agent is the right choice, you may find these guides helpful: Is It Safe to Use a Taobao Agent? and Is Using a Taobao Agent Worth It?. Both explain the pros, cons, and safety of cross-border shopping with agents like Sugargoo.

And here’s a bonus: when you register for a free Sugargoo account, you’ll receive CNY 800 in newcomer coupons, which can help you save money on your first purchases.