2 min article

How sellers can cancel an order

Sellers are obligated to complete a sale with a buyer. However, we understand that there may be certain circumstances in which orders need to be cancelled.

Sellers don't need to open unpaid item cases any longer. Instead, orders can be cancelled if a buyer hasn't paid within 4 calendar days. If you still have open unpaid item cases, you have 36 days from the date they were opened to close them. If you don't close them within 36 days, we'll close them for you, but you won't be eligible for a final value fee credit and the unpaid item won't be recorded on the buyer's account.

You can cancel an order up to 30 days after a sale, even if your buyer has already paid. The buyer will still be able to leave you feedback, unless you cancelled the order because the buyer didn't pay for the item.

You can cancel an order if:

  • You haven't sent the item and the buyer asks you to cancel the order
  • You have fewer items in stock than you thought
  • The buyer purchased the item using the wrong delivery address
  • 4 calendar days have passed since the purchase date and the buyer hasn't paid. You'll see this option to cancel only when the order is eligible

Some cancelled orders may result in a defect and affect your seller performance level.

You won't be able to cancel an order if:

  • You've shipped the item
  • The buyer reports that the item hasn't arrived or has requested a return

Cancel an order

You can cancel an order by selecting the button below. After you cancel, we'll let the buyer know. If they've already paid, they'll get a refund.

Cancel an order

You'll find instructions below on other ways to cancel an order.

How to cancel an order in Seller Hub or in My eBay Sold:

  1. In Seller Hub, go to Orders - opens in new window or tab; or in My eBay, go to Sold - opens in new window or tab.
  2. Find the order you want to cancel, and from More actions, select Cancel this order.
  3. Choose a reason for the cancellation and then select Continue to finish.

Tip
You can cancel an order up to 30 days after a sale, even if your buyer has already paid.

What happens if the buyer requested to cancel the order?

If a buyer sends you a cancellation request you'll have 3 days to accept or decline it.

If the buyer sends you a message asking you to cancel the order you can cancel it from Seller Hub or from the Sold section in My eBay by following the instructions above.

What happens after an order is cancelled?

If you're a managed payments seller, or if the buyer paid using PayPal, a full refund will be issued automatically. If the buyer used another payment method, the order will cancel automatically but you'll need to manually issue a full refund to the buyer. Once the buyer has been refunded, you may be eligible for a fee credit as per our fee credits policy.

Your item will be relisted automatically unless you choose not to relist. If you don't want your item to be relisted, simply uncheck the Relist item after cancellation box when you're cancelling the order.

If you cancelled the order because the buyer didn't pay, any feedback left by the buyer will be removed and your seller standards won't be affected.

For managed payments sellers – If there is an issue with the refund

If there's an issue with the refund, we'll notify you immediately to let you know. We'll also ask that you try to issue it again by selecting the Retry refund button in the notification. If you still can't issue the refund, try selecting a different payment method to fund it.

If the buyer doesn't receive their refund within 10 days from the date you accepted the request, they can report that the item hasn't arrived or that they haven't received a refund through eBay Money Back Guarantee. If a case is opened through eBay Money Back Guarantee, you can refund the buyer through that case.

Learn more about how to help a buyer with an item they didn't receive.

Abusing unpaid item cancellations

Unpaid items are marked on a buyer's account, and can lead to actions being taken against them. As such, sellers should never falsely cancel an order if a buyer failed to pay, and may be subject to a range of actions for doing so. For more details, please see our full policy.

If you cancel an order it is considered a transaction defect, and could affect your seller performance level.

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