Order Cancellation Guidelines

Order cancellation requests are subject to approval based on the current order status, the nature of the item, and the supplier’s discretion.

• Order cancellations are only permitted while the order is within the allowable status.
• All cancellation requests are subject to internal validation and approval.
• Cancellations may be initiated by CTC or the supplier in cases such as out-of-stock items, undeliverable locations, or other unforeseen circumstances beyond our control.

Order Status and Remarks

Order cancellations are subject to approval based on the current order status and supplier updates. Strict cancellation guidelines apply, particularly for perishable goods and personalized items.

Non-Cancellable Orders

An order cannot be cancelled under the following circumstances:

1. The cancellation request was submitted after the allowable timeframe based on the order status.
2. The item is customized, made-to-order, or perishable.
3. The item was purchased as part of a promotion, clearance, or final sale, unless it is out of stock or confirmed to be defective.

CTC-Initiated Automatic Cancellation

Orders may be automatically cancelled under the following conditions:

• Payment via bank transfer or manual methods remains unsettled after 24 hours.
• The confirmed product becomes unavailable or out of stock.
• The transaction is identified as fraudulent, suspicious, or duplicated.
• Delivery information is incomplete, and the buyer remains unresponsive after multiple contact attempts.

Buyers will be notified via email or SMS of any automatic cancellations initiated by CTC.

File a Order Cancellation Request

Please ensure all requirements are met before submitting an order cancellation request.

• Cancellation requests must be submitted within the applicable period through the designated return channel.
• Submit a ticket using the official OMSMPC CTC support desk: https://support.omsmpc.com/
  • Select "Submit a Ticket"
  • Choose "Coop Trade Center" as the main category
  • Under CTC Sub-Category, select the applicable option: Returns, Refunds, Cancellations, or Dispute
• Information Required:
  • Order number
  • Full name, email and contact number

Refund Processing Timeline

Once your cancellation request has been approved, you may provide your preferred bank account or e-wallet details where the refund will be deposited.

Please note that in some cases, the refund process may take longer than expected.

Refunds due to CTC-initiated automatic cancellations will be processed in accordance with the Refund Policy. The member-buyer will be notified of the refund method accordingly.

Amendments to This Policy

This Refund Policy may be updated periodically to reflect changes in operations, supplier relationships, or compliance with cooperative and trade regulations. All updates will be posted on the official CTC website and communicated to active OMSMPC members.

Contact Us

• OMSMPC CTC support desk: https://support.omsmpc.com/
• Website: www.cooptradecenter.com
• Facebook: fb.com/cooptradecenter
• Business Hours: Monday to Friday, 8:00 AM–5:00 PM