When you accept payment through PayPal, your buyers pay directly to your PayPal account. You'll get an email to let you know you've been paid.
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:
- 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
- Find the transaction you want to cancel, and from More actions, select Cancel this order
- 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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