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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 canceled.

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

The “Issue with buyer's address” reason is no longer available to sellers when canceling orders for items sold through Authenticity Guarantee or eBay international standard delivery programs.

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

  1. In Seller Hub, go to Orders; or in My eBay, go to Sold.
  2. Find the order you want to cancel.
  3. From More actions select Cancel order.
  4. Choose a reason for the cancellation and then select Submit to finish.

If you're canceling the order because the buyer hasn't paid, the reason code "Buyer hasn't paid" will become available after 4 full calendar days. Learn more about resolving unpaid items with buyers.

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

If you cancel an order, you may receive a transaction defect and this could affect your seller performance level.

What if the buyer requests to cancel the order?

If you receive a notification from eBay that the buyer has requested to cancel the order, you'll have 3 days to accept or decline the request.

If you don't respond within the 3 calendar days, eBay will close the buyer's cancellation request:

  • If the buyer hasn't paid, then the order will be canceled automatically
  • If the buyer has paid, you'll need to fulfill the order

What happens after an order is canceled?

When you cancel an order, a full refund will be issued automatically. Once the buyer has been refunded, you may be eligible for a fee credit as per eBay fee credits policy.

If the listing was a single quantity, Buy It Now item, eBay will automatically relist the item for you unless you select No next to “Relist item?” when you're canceling the order.

If you canceled 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.

If there is an issue with the refund

If there's an issue with the refund, eBay'll notify you immediately to let you know. eBay'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.

You can find more information about canceling orders in the Order cancellation policy.

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