SORIANA - CANCELAR COMPRA

Forum threads on this repeat the same trap: people try to cancel after dispatch and get bounced. The cancel window is only while the order shows **NUEVO/SURTIDO**. Have the order number and payment method ready before you contact them, their own page flags both as mandatory. Once cancelled, money paid online is released by your bank (reported as up to 30 days), while Recompensas balance is restored much faster. If you paid in a physical store, the amount comes back onto the Tarjeta Recompensas/Soriana Ya registered to your profile, typically within 48 hours of the cancellation confirmation email.

¿Cuánto tiempo tengo para devolver un producto de Soriana?

Reporting on Soriana's online returns describes a window of **15 calendar days after delivery** to request a devolución, with goods in the same condition they arrived in and inside their original packaging. The authoritative version is Clause XVII of the Términos y Condiciones on soriana.com, which lists the plazo per product type, check it against your specific item before you ask. Category exclusions still apply regardless of timing, and the refund route depends on how you paid.

Can I cancel a Soriana order in a store?

No. Soriana's terms are explicit that physical stores cannot handle deliveries, cancellations or returns for products bought on **SORIANA.COM** or in the **SORIANA APP**, store staff have no access to the online order system. Everything runs through the Centro de Atención a Clientes: WhatsApp `https://wa.link/3i0f5v`, the phone line **+52 55 5062 8019**, or their online chat. The one exception is refunds for *Súper en tu Casa* items, which their cancellations page says are paid in cash at the store that delivered your order.

¿Cuánto tarda el reembolso de Soriana?

It depends on the payment method. Card/PayPal payments made online are released by your issuing bank, widely reported as up to **30 days** after you get the cancellation confirmation email. Amounts paid with your **Tarjeta Recompensas** balance are described as returning within **48 hours**. Orders paid in a physical store are refunded onto the Tarjeta Soriana Ya registered to your profile within **48 hours** of the confirmation email. Shipping charges are excluded in all cases, so expect the refund to be the product total only.

Is there a cancellation fee for a Soriana order?

Nothing in Soriana's published cancellation and returns material mentions a cancellation or restocking fee for online orders. The cost you can lose is the **shipping charge**, which their terms say is non-refundable for any reason, plus the value of any coupon or free-shipping benefit, which is deducted from the refunded amount when you return part of an order. If an agent quotes you any other deduction, ask for it in writing with the clause it comes from.

Does Soriana have a free trial or a paid membership I need to cancel?

No evidence of a paid Soriana membership or free trial on the grocery side, **Recompensas** is a free loyalty programme, so there is no recurring charge to stop. If you're seeing a repeating charge, check whether it belongs to a different Soriana-branded service (for example **Soriana Móvil**, operated by Celmax Móvil, with its own customer-care line) or to the Tarjeta Soriana credit product, which is run by the financial-services arm. Those are cancelled through their own channels, not through soriana.com order support.

Why am I still being charged after cancelling Soriana?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my Soriana account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel a Soriana Order Before It Ships.

Q: Se puede devolución de producto simplemente porque no gustó?

Soriana runs returns against its **Política de Devolución** rather than an unconditional "changed my mind" promise, so a no-reason return is at their discretion and depends on the product category. Several categories are hard exclusions: health and beauty, underwear, CDs, magazines, books, batteries, and wines and spirits. Anything returnable must go back in its **original packaging**, protected inside an additional outer package for collection. Ask via the WhatsApp/phone channel within the return window, keep the order number handy, and note that the shipping cost is never refunded.

Q: Does Soriana charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel Soriana and what to expect.

Last verified today · data refreshes daily · sources: homepage, terms, terms, terms, google-paa

The fastest way

Cancel a Soriana.com or Soriana App order only before it ships: open "Mis pedidos", then message an agent at https://wa.link/3i0f5v or call +52 55 5062 8019 with your order number. Email clientes@soriana.com, subject "Cancelación de pedido [número], solicitud de reembolso". Card refunds can take up to 30 days.

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Every way to cancel Soriana

Phone (fastest): Call +52 55 5062 8019 and say “cancel my service”. Expect a retention pitch, decline it twice and hold firm.
Online: Direct cancel flow: wa.link/3i0f5v
Email: Email clientes@soriana.com with the template below, the route that creates a paper trail and carries the refund ask.

Timing matters: Cancellation is only accepted while the order status is NUEVO or SURTIDO; once it shows EN CAMINO you must refuse the delivery and file a devolución instead, and post-delivery returns are reported to run on a 15-calendar-day window.

The 4-step cancellation

Email the verified address
clientes@soriana.com, yoink-verified working email for Soriana (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi Soriana team,

I'm writing to cancel the subscription on my account, [your account email].

Please treat this as formal notice of cancellation, effective from the end of the current billing period. I'm exercising my statutory right under the consumer-protection law of my jurisdiction to cancel by written notice.

Please confirm by reply that the subscription has been cancelled and that no further charges will be taken.

If your policy allows it, I'd also appreciate a pro-rata refund for the unused portion of the current period.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

What happens to what you’ve already paid

Soriana has no subscription, everything here is about one-off online grocery/merchandise orders placed on Soriana.com or the Soriana App. Pre-dispatch order cancellations are handled by their customer-care line/WhatsApp; post-delivery returns follow the Política de Devolución, and for 'catálogo extendido' items the refund goes back to the original payment method, while 'Súper en tu Casa' items are refunded in cash at the delivering store and orders paid in a physical store are refunded onto the Tarjeta Recompensas/Soriana Ya registered to your account. Shipping charges are never refunded, electronic airtime (tiempo aire) is non-refundable, and activated gift cards/electronic PINs cannot be refunded. Excluded return categories include health and beauty, underwear, CDs, magazines, books, batteries, and wines and spirits.

“Las tiendas físicas no pueden gestionar, ejercer entregas, cancelaciones ni devoluciones de productos comprados en SORIANA.COM.”
, Soriana terms

15-day cancellation windowPro-rata refund: yes

Asking specifically for money back, not just a cancellation? See the dedicated Soriana refund guide , same data, but framed around the policy + escalation paths.

Does Soriana charge a cancellation fee?

We found no cancellation fee in Soriana’s published terms. On a rolling plan you simply pay to the end of the current billing period and nothing after. If you’re inside a fixed minimum term, check your signup email for the end date, cancelling early is where fees usually hide.

What doesn’t work for cancelling Soriana

Based on 6 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Taking a Soriana.com / Soriana App order back to a physical Soriana store, Their terms state physical stores cannot process deliveries, cancellations or returns for online orders, staff will route you back to the customer-care line.
✕ Asking for the shipping fee back as part of a refund, Terms state the shipping cost is not refundable for any reason.
✕ Expecting cash back on an online order that was paid in a physical store, Those refunds are pushed onto the Tarjeta Recompensas / Soriana Ya balance tied to your account, not returned to cash.
✕ Cancelling once the order status shows EN CAMINO, The official cancellations page says to refuse delivery instead and then request a devolución, the cancel route is closed at that point.
✕ Requesting a refund on electronic airtime, activated gift cards or electronic PINs, Terms exclude tiempo aire electrónico from refunds and state that once activated with a receipt issued, gift cards/PINs are not returnable or refundable.
✕ Returning a single item from a 3x2 / combo / paquete promotion, Terms require all items forming the promotion to be returned together, and coupon or free-shipping benefit value is deducted from the refund.
✕ Emailing an address copied off the Soriana FAQ page, Soriana masks its support addresses in page markup, so the only addresses available come from third-party directories and deliverability is unverified, pair any email with the WhatsApp/phone route.

Cancelled Soriana but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from Soriana, treat it as not cancelled. Email clientes@soriana.com referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Soriana’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Soriana charges again.

How Soriana will try to keep you

Soriana may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Refund is offered as Tarjeta Recompensas / electronic money balance instead of money back on your card.”
You say: State that the order was a 'catálogo extendido' purchase paid by card and that your own terms say the refund is made to the same payment method used at purchase, ask for the reversal reference number, not store credit.
They’ll say: “Agent tells you to take the item or the complaint to your nearest Soriana store.”
You say: Quote their clause back: physical stores cannot process cancellations or returns for Soriana.com orders. Ask for the case number and the online returns collection guide instead.
They’ll say: “'Your bank can take up to 30 days', used to close the case before the money moves.”
You say: Accept the timeline but demand the written cancellation confirmation email and the authorisation-reversal/refund reference the same day, then set a 30-day diary note and reopen with that reference if nothing lands.
They’ll say: “Cancellation request bounced between chat, WhatsApp and the call centre with no ticket.”
You say: Send the same request in writing to the customer-care address with the order number, payment method and timestamp, and state that you are creating a record for a consumer-protection complaint if it is not resolved, regulators in your country accept a documented paper trail.
They’ll say: “Refund reduced without explanation after returning a promo-bundle item.”
You say: Ask for the itemised calculation: terms only allow deducting the coupon/free-shipping benefit value, so anything beyond that needs to be justified line by line.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; Soriana has ~45 days to defend.

Delete your Soriana account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Soriana’s account settings, email clientes@soriana.com with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under data-protection law in most jurisdictions. They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Soriana

Sign in to your account on **soriana.com** or the Soriana App and open **"Mis pedidos"**. If the order status is **NUEVO** or **SURTIDO**, use their official WhatsApp link `https://wa.link/3i0f5v` (or call **+52 55 5062 8019**) with your order number and the payment method you used, an agent processes the cancellation. There is no self-service cancel button: the request always goes through a human. If the status has already changed to **EN CAMINO**, you can no longer cancel, refuse the delivery at the door and ask for a devolución instead.

Money-back questions (windows, pro-rata, chargebacks) are covered in the Soriana refund guide. Need a human for something else entirely? The Soriana contact guide lists every channel that actually answers.