You can manage your orders in the Lengow platform.
Order retrieval frequency
Lengow retrieves new or modified orders on the channel's website:
- Every 15 minutes
- Once a day, for new orders made or amended in the last 2 days
Order processing
Orders go through various statuses in Lengow while being processed.
Lengow statuses correspond to the following Temu orders statuses.
For each Lengow status, the possible actions are listed below.
| Lengow Status | Temu Status | Possible Actions at this status |
|---|---|---|
| N/A (Ignored) | Pending (1) | ❌ No action available |
| "waiting_shipment" | Unshipped (2) Partially Shipped (41) |
- "cancel" (can only be done before shipment) - "ship" |
| "shipped" | Shipped (4) | - "refund" |
| "close" | Delivered (5) | - "refund" |
| "canceled" | Canceled (3) | ❌ No action available |
| "refunded" | No Temu order status (checked if an after-sales request has a refunded status) | ❌ No action available |
Cancellation
There are two kinds of cancellations on Temu: Appeal or Out of stock. Both can be submitted under different reasons (as per Temu Order Business Rules) and require different information to be accepted by Temu.
On the Lengow platform, the cancellation form requires you to fill in the following attributes:
- Reason: Defines the cancellation type (Appeal or Out of stock).
- Comment: Any comment to provide to the Temu team. (Required when the cancellation type is an Appeal).
- Cancel Type: The subtype of cancellation. (Required when the cancellation type is an Appeal).
- Proof image url list: A list of image URLs providing further details/proof of the cancellation to the Temu team. (Required when the cancellation type is an Appeal).
Cancellation Types & Requirements
Appeal:
- Allowed for full order cancellations only.
- Requires a Reason and an Image URL proof.
- Subject to validation by the Temu internal team.
Out of stock:
- Allowed for one or multiple lines (can be all lines of the order). If you need to cancel multiple lines, create an order action with the "out-of-stock" reason and submit the line ID multiple times.
- No reason or proof required.
- Subject to validation by the Temu internal team.
Conditions and Workflow for "Out of Stock":
- Each store can submit a maximum of 10 out-of-stock requests each day. Each item counts as one request. If multiple units of the same item are ordered, the out-of-stock request will apply to all units.
- The items must have been delisted.
- The order must not be part of any promotional activity.
Out-of-stock request process in Temu Back Office
The 3-step review process for an out-of-stock request directly in the Temu Back Office is outlined below:
Shipment
- Partial Shipment: Allowed. One line of an order can be shipped separately. You must provide a unique tracking number for each shipment.
- Quantity-level Shipment: ❌ Not allowed. The full quantity of a single order line must be shipped together.
- Subpackage: ❌ Not supported. You cannot use 2 packages (2 tracking numbers) for a single item (e.g., for large items like a sofa).
Refund
Refund Rules
- Full refunds only: You can only perform a full order refund. Partial refunds are NOT supported by Temu.
- After-sale request required: An after-sale request (initiated by the buyer) must exist on Temu to perform a refund.
- Returns: ❌ Not supported via the API.
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