Cancelling orders

If you need to cancel a transaction for any reason there are different steps you need to perform within the system and on eBay. eBay allows transaction cancelling for reasons including item is broken or you made a mistake when listing the item.

 

Cancel in system

If an order has been created in the system you will need to cancel the order and any linked payments. The function of cancelling out of the system will NOT cancel the transaction on eBay. 

 

Cancel on eBay

When you need to cancel a transaction, it's generally a good practice to first contact your buyer to let them know you're cancelling the transaction and why.

You can cancel a transaction:

  • Up to 30 days after the sale.

  • Even if your buyer has already paid for the item.

You won't be able to cancel a transaction if:

  • You've sent the item.

  • The buyer has already opened a request because they didn't receive the item.

  • You have already opened an unpaid item case.

If there were multiple items in the purchase, you can only cancel the entire transaction, not individual items from the order.

To cancel a transaction
  1. Go to My eBay > Sold and locate the item.

  2. In the More actions drop-down menu, select Cancel this order.

  3. Choose a reason for the cancellation and follow the on-screen instructions.

We let the buyer know that you've cancelled the transaction. If the buyer has already paid for the item, refund the buyer.

 

Refund the buyer

Once you've cancelled a transaction, it's time to refund the buyer.

If the buyer paid with PayPal:

  • The buyer's PayPal account is automatically refunded. We then either ask PayPal to remove the refund amount from your PayPal account or place the amount on your seller invoice.

  • Once the buyer has been refunded, we consider the cancellation to be complete.

If the buyer paid with a method other than PayPal:

  • You have 10 business days to refund the buyer's original payment method.

  • Once you issue the refund, we ask the buyer to let us know that they received it.

  • We consider the cancellation to be complete when:

    • The buyer confirms they received the refund.

    • The buyer doesn't respond to our request to confirm receipt of the refund after 10 business days.

  • If you haven't issued the refund within 10 business days, the buyer can open an eBay Money Back Guarantee request for an item that wasn't received.

     

Receive a final value fee credit

  • The cancellation must be complete for you to receive a final value fee credit. To receive a final value fee credit, the cancellation request is complete when:

    • The buyer's PayPal account is refunded, if the buyer paid with PayPal.

    • The buyer confirms they received their refund, if the buyer paid with a method other than PayPal.

  • We credit the final value fee to your account 7-10 days after the cancellation is complete. 

  • If you'd like your credit refunded to you, you can request a refund of your eBay credit balance.