Cancel Transaction

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.

If you can’t complete a sale with a buyer — if, for example, the item is damaged, you have fewer items in stock than you thought, the buyer purchased the item using the wrong shipping address or any other unexpected problem occurred — you can cancel the transaction.

If at all possible, try to avoid canceling a transaction because you don’t have the item to send.

Item out-of-stock — it’s considered a transaction defect and may affect your Seller Performance Level. The buyer will still be able to leave you negative or neutral feedback about the transaction.

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.

If you can’t complete a sale with a buyer — if, for example, the item is damaged, you have fewer items in stock than you thought, the buyer purchased the item using the wrong shipping address or any other unexpected problem occurred — you can cancel the transaction.

If at all possible, try to avoid canceling a transaction because you don’t have the item to send.

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Item out-of-stock — it’s considered a transaction defect and may affect your Seller Performance Level. The buyer will still be able to leave you negative or neutral feedback about the transaction.

Canceling a Transaction

You can cancel a transaction as long as:

  • You haven’t sent the item yet
  • The buyer hasn’t asked eBay to step in and help because they didn’t receive the item
  • You haven’t opened an Unpaid Item case.

You can also cancel a transaction from Seller Hub. Once you have cancelled, we’ll let the buyer know and if they’ve already paid, they’ll get a refund.

Canceling a transaction

You can cancel a transaction as long as:

  • You haven’t sent the item yet
  • The buyer hasn’t asked eBay to step in and help because they didn’t receive the item.
  • You haven’t opened an Unpaid Item case

You can also cancel a transaction from Seller Hub. Once you have cancelled, we’ll let the buyer know and if they’ve already paid, they’ll get a refund.

How to cancel a transaction in seller hub

STEP 1

In Seller Hub, go to “Orders”, or in My eBay, go to “Sold”.

STEP 2

Find the transaction you want to cancel, and from more actions, select “Cancel this order”

STEP 3

Choose a reason for the cancellation and then select “Continue” to finish. The reason code to cancel an order because the buyer hasn’t paid will be available once the order is eligible. Learn more about resolving unpaid items with buyers.

Remember You can cancel a transaction up to 30 days after a sale, even if your buyer has already paid

How to cancel a transaction in seller hub

STEP 1

In Seller Hub, go to “Orders”, or in My eBay, go to “Sold”.

STEP 2

Find the transaction you want to cancel, and from more actions, select “Cancel this order”

STEP 3

Choose a reason for the cancellation and then select “Continue” to finish. The reason code to cancel an order because the buyer hasn’t paid will be available once the order is eligible. Learn more about resolving unpaid items with buyers.

Remember You can cancel a transaction up to 30 days after a sale, even if your buyer has already paid

What Happens After You Cancel a Transaction?

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 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 canceling 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.

What Happens After You Cancel a Transaction?

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 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 canceling 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.

Buyer-requested Cancellations

1. If a buyer asks you to cancel an order, they’ll need to send you a cancellation request

2. 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, you have 10 days to refund them. If you haven’t refunded them within 10 days, they can file a claim through the eBay Money-Back Guarantee

3. 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

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

Buyer-requested Cancellations

1.

If a buyer asks you to cancel an order, they’ll need to send you a cancellation request

2.

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, you have 10 days to refund them. If you haven’t refunded them within 10 days, they can file a claim through the eBay Money Back Guarantee

3.

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

4.

When a buyer cancels a transaction, they can’t leave negative or neutral feedback or lower 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 credit or debit card, Apple Pay, Google Pay, or PayPal, the refund is complete when eBay shows that 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
  • eBay will credit the Final Value Fee to your account 7 to 10 days after the cancellation request is complete

Getting a Final Value Fee Credit

To receive a Final Value Fee credit, the cancellation must be completed

  • If the buyer paid using credit or debit card, Apple Pay, Google Pay, or PayPal, the refund is complete when eBay shows that 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
  • eBay will credit the Final Value Fee to your account 7 to 10 days after the cancellation request is complete