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Cancel a transaction

 

If you can't complete a sale with a buyer—for example, the item is damaged, you have fewer items in stock than you thought, or the buyer purchased the item using the wrong delivery address—you can cancel the transaction.

How to cancel a transaction

You can cancel a transaction by selecting the link below. After you cancel, we'll let the buyer know. If they've already paid, they'll get a refund.

Cancel a transaction

You can also cancel a transaction through my eBay. You can cancel a transaction up to 30 days after a sale, even if your buyer has already paid. Some cancel transactions may result in a defect and may affect your seller performance level. A buyer will still be able to leave you Feedback about the transaction.

How cancel a transaction in My eBay
  1. Go to Sold.

  2. Find the transaction you want to cancel, and from View order details, select cancel order.

  3. Choose a reason for the cancellation, and then select Submit.

  4. Select Send refund to finish.

Tip: For seller canceled transactions, you can cancel a transaction up to 30 days after a sale, even if your buyer has already paid.

When to cancel a transaction

You can cancel a transaction as long as:

  • You haven't sent the item yet.

  • The buyer hasn't asked us to step in and help because they didn't receive the item.

  • You haven't opened an unpaid item case.

What happens after you cancel a transaction

If the buyer paid using PayPal a full refund will be issued automatically.

If the buyer used another payment method, they'll be asked to confirm that they received their refund before the cancellation is complete.

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

For more information on refunds, see our page on refunding your buyer.

Buyer requested cancellations

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

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.

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.

When a buyer cancels a transaction, they can't leave negative or neutral Feedback or low detailed seller ratings for you.

Getting a final value fee credit

Once the cancellation is completed you'll receive a final value fee credit.

If the buyer paid using PayPal the refund is complete when 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.

We'll credit the final value fee to your account 7 to 10 days after the cancellation request is complete. Learn more about final value fee credits.

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