2 min article

Cancel a transaction

If you can’t complete a sale with a buyer – for example, the item is damaged, you have fewer items in stock than you thought, or the buyer purchased the item using the wrong delivery address – you can cancel the transaction.

From May 2021, sellers will no longer need to open an unpaid item case if a buyer doesn't pay. Instead, sellers can simply cancel an order if payment hasn't been made starting on the 5th calendar day from when the listing ended. This change is already available to some sellers – if it's available to you, you'll see Buyer hasn't paid as an option when cancelling an order in Seller Hub or My eBay Sold. If you can't see this option, don't worry – it'll be available to you in the coming weeks.

How to cancel a transaction

You can cancel a transaction 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 a transaction

You can also cancel a transaction through my eBay and Seller Hub. Watch the video below to learn how:

 

How to cancel a transaction in Seller Hub

  1. In Seller Hub, go to Orders - opens in new window or tab.
  2. Find the transaction you want to cancel, and from Actions, select cancel order.
  3. Choose a reason for the cancellation, and then select Submit.
  4. Select Send refund to finish.

How to cancel a transaction in My eBay

  1. Go to Sold - opens in new window or tab.
  2. Find the transaction you want to cancel, and from View order details, select cancel order.
  3. Choose a reason for the cancellation, and then select Submit.
  4. Select Send refund to finish.

Tip
You can cancel a transaction up to 30 days after a sale, even if your buyer has already paid. Some cancelled transactions may result in a defect and affect your seller performance level. The buyer will still be able to leave you feedback.

When to cancel a transaction

You can cancel a transaction as long as:

  • You haven't sent the item yet
  • The buyer hasn't asked us to step in and help because they didn't receive the item
  • You haven't opened an unpaid item case

What happens after you cancel a transaction

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, they'll be asked to confirm that they received their refund before the cancellation is complete.

Once the buyer has been refunded, you may be eligible to receive a final value fee credit.

For more information on refunds, see our page on managing returns, missing items, and refunds.

Buyer-requested cancellations

If a buyer asks you to cancel an order, they’ll need to send you a cancellation request. Once you receive their request, you’ll have 3 days to approve or decline it. If you approve it and the buyer has already paid for the item via PayPal or eBay intermediate payments, the refund will be processed automatically. If the buyer paid with any other forms of payment and you haven’t refunded them within 10 days, they can file a claim through the eBay Money Back Guarantee.

When you refund a buyer after accepting their request to cancel a transaction, we’ll automatically relist your item for you. If you don’t want your item to be relisted, simply uncheck the Relist item after cancellation box when issuing the refund.

When a buyer cancels a transaction, they can’t leave negative or neutral feedback, or low detailed seller ratings, for you.

Getting a final value fee credit

To receive a final value fee credit, the cancellation must be completed.

If the buyer paid using PayPal, or the payment was processed through managed payments, the refund is complete when their account is refunded. If they paid using any other method, the refund will be considered complete when they confirm they’ve received their money back.

We'll credit the final value fee to your account 7 to 10 days after the cancellation request is complete. Learn more about final value fee credits.

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

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