en.Wedoany.com Reported - Wildberries has launched a paid order cancellation service, allowing buyers to cancel orders at any stage of the delivery process. ComNews reporters found that cancellations made immediately after placing an order remain free, with funds returned to the WB wallet; however, cancellations made the next day incur a fee of 100 rubles. Refusing goods at the pickup point remains free of charge.
According to Wildberries' previous rules, customers could cancel orders within 60 minutes of placing them or before the seller/warehouse started packing. These rules have been in effect since 2024 and are still listed on the platform's help page. Orders cannot be refused before they arrive at the pickup point. The platform's help page states that if an order is delayed, a cancellation button will appear after a five-day delay for deliveries within Russia; for other cases, the cancellation deadline depends on the country from which the order was shipped.
A representative from Wildberries' press service explained that by the time an order reaches the cancellation stage, it has already gone through multiple logistics processes, including warehouses, sorting centers, and transportation. Stopping the process and returning the goods requires additional resources, making post-order cancellation a paid service.
Refusing goods at the pickup point remains free. However, if a customer fails to pick up goods from the pickup point within 14 days, Wildberries deducts a return fee. Since March 2025, the return fee for goods stored at the pickup point for more than two weeks has doubled: 200 rubles are deducted for goods from warehouses within Russia, and 500 rubles for goods from abroad.
According to Wildberries' platform offer document, if goods are refused during delivery or storage at the pickup point, a reverse logistics fee may be deducted, with the amount listed separately for each item in the "Orders" section of the personal account.
Yuri Pustovit, Managing Partner of the law firm "Yug," told ComNews that this does not violate legal requirements. He cited Article 26.1, Paragraph 4, Subparagraph 5 of the Consumer Rights Protection Law, which stipulates that when a consumer refuses goods, the seller must refund the contract amount, minus the cost of returning the goods from the consumer.
Alexei Golovchenko, Managing Partner of the law firm "Enso," believes that returns at pickup points may remain free because in such cases, there are either no reverse logistics costs, or the costs are borne by the seller or logistics operator. Additionally, maintaining free returns at pickup points reduces disputes and conflicts with the Federal Service for Supervision of Consumer Rights Protection and Human Welfare, so market platforms typically retain this free option when introducing paid online cancellation services.
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