2 min article

How sellers can cancel an order

Sellers are obliged to complete a sale with a buyer. However, we understand there may be certain circumstances in which transactions need to be cancelled.

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.

Cancel an order

You'll find instructions below on other ways to cancel an order.

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

  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 order you want to cancel, and from More actions, select Cancel this order.
  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.

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

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 the buyer sends you a message asking you to cancel the order, you can cancel it from Seller Hub or from the Sold section in My eBay by following the instructions above.

What happens after an order is cancelled?

When you cancel an order, a full refund will be issued automatically. Learn how refunds are funded.

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 don't want to relist. If you don't want your item to be relisted, simply clear the Relist item after cancellation box when you're cancelling the order.

If you cancelled the transaction 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, we'll notify you immediately to let you know. We'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. Learn more about how refunds are funded.

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.

Learn more about how to help a buyer with an item they didn't receive.

You can find more information about cancelling orders in our Order cancellation policy.

If you cancel an order, it may be considered a transaction defect and could affect your seller performance level.

Was this article helpful for you?

Related Help topics