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Easier order cancellations
Dear Sellers:
We’re launching an update that will simplify the order cancellation process for buyers and sellers: now, buyers will be able to request an order cancellation using the Cancel order button before the item is marked as shipped. Our goal is to create a simpler, more consistent process to build trust between buyers and sellers, as well as encourage loyalty and repeat purchases.
In earlier tests, this change resulted in only a minimal increase in cancellation requests (the overall global average cancellation rate remained at 1%, with an increase from 0.9 to 1.1 out of every 100 transactions) and a notable 25% improvement in buyer satisfaction, which meant a greater likelihood of repeat purchases.
Frequently asked questions
How it works
How can I view and respond to cancellation requests?
When a buyer requests a cancellation, you’ll receive a notification in your eBay messages. You’ll also be able to see orders with cancellation requests in Seller Hub > Orders > Cancellations or in My eBay > Selling > Orders.
You’ll have 3 days to accept or reject the request. For orders that have already been paid, eBay will automatically reject the request after 3 days, but we encourage sellers to respond quickly.
You have the option to accept or reject a cancellation. When possible, it’s a good idea to accept the request, especially if it was sent within a few minutes or hours of placing the order. Doing so has been shown to reduce return requests or “item not received” cases, while also helping the buyer come back to eBay for their next purchase.
When will the cancellation process update be rolled out?
It will take effect on August 28. However, sellers may continue receiving requests through eBay Messages until buyers adjust to these changes.
What happens when I accept a cancellation request?
When you accept a request, we’ll automatically issue the buyer a full refund and return your applicable fees and charges in accordance with the fee refund policy. If the listing was a single item or a Buy It Now item, we’ll automatically relist the item unless, when canceling the order, you select No next to the option Relist the item?.
Protections
What happens if a buyer leaves negative feedback for rejecting their cancellation request?
eBay protects you by removing negative or neutral feedback from these orders.
What protections do I have if I’ve already shipped the item?
When you ship the item, make sure you quickly update the tracking information and the order status to “Shipped” on eBay. When an order is marked as shipped, buyers no longer have access to the Cancel order request flow.
If a buyer requested cancellation before you could update the shipping status and you have already shipped the item, you can reject the cancellation request.
For more information, see our help page on how to mark an item as “Shipped”.
What happens if a buyer wins an auction, but doesn’t pay for the item and requests cancellation?
You’ll have 3 days to accept or reject the cancellation request for an unpaid item. Unpaid item cancellation requests will be automatically approved after 3 days if you don’t respond.
eBay tracks buyers who regularly don’t pay and takes action against them. We directly prevent these buyers from bidding. Don’t send any item until payment has been confirmed, and make sure all messaging takes place within eBay so we can help you if needed.
Made-to-order and custom items
I’m a seller of custom items on eBay, what happens if the order is already in process when a cancellation request comes in?
If the order cancellation is requested, contact the buyer through My eBay Messages to explain why their request will be rejected, then reject it. By communicating with the buyer on our platform, we can assist you if the buyer wants to receive a refund through their payment provider.
The eBay team.
