2 min article
Cancelling a transaction

If something has gone wrong after you’ve completed a sale, or the buyer has got in touch looking for your help to resolve a problem, you might need to cancel a transaction.

If you've sold an item, but can’t send it to the buyer for some reason – the item was damaged, or you had fewer items in inventory than you thought, for example – you can cancel the sale. A buyer may also sometimes ask you to cancel a transaction, if for example they made the purchase by mistake.

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

You can't cancel a sale when:

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

If you cancel a transaction because you don't have the item to send, 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.

How to cancel a sale

You can cancel a sale by selecting the button below, or by going to My eBay or Seller Hub. After you cancel, we'll let the buyer know. If they've already paid, they'll get a refund.

Cancel a transaction

Here's how to cancel a sale:

  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 transaction you want to cancel, and from More actions, select Cancel this order
  3. Choose a reason for the cancellation to finish

Once the buyer has been refunded, you'll receive a final value fee credit.

Learn more about how refunds work.

If you can't complete a transaction for any reason – the item was damaged or you had fewer items on hand than you thought, for example – you can cancel it.

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