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We’re simplifying order cancellation
Summary: pl_news_team discusses simplifying the process for canceling orders, but there are no responses or further details provided in the discussion thread.
We’re making changes that will make order cancellation easier for buyers and sellers.
Buyers can now send a request to cancel an order via the Cancel order option before the item is marked as shipped. We’re doing this to provide a more buyer-friendly and consistent experience, to build trust between buyers and sellers, and to encourage repeat purchases.
As part of our tests, this change resulted in a minimal increase in cancellation requests (the share of cancelled orders averaged 1% and rose from 0.9 to 1.1 per 100 transactions) and a noticeable 25% increase in buyer satisfaction, and thus a greater likelihood of repeat purchases.
Frequently asked questions
How it works
Where can I find and respond to order cancellation requests?
When a buyer requests to cancel an order, we’ll notify you through eBay Messages. You can find orders with cancellation requests in Seller Hub > Orders or My eBay > Selling > Orders.
You have 3 days to accept or decline the request. For paid orders, eBay will automatically decline the request after 3 days, but we encourage you to respond as quickly as possible.
You can accept or decline cancellation requests. We recommend accepting them whenever possible, especially if they were sent a few minutes or hours after the order was placed. This can help prevent return requests or cases of item not received and encourage buyers to make repeat purchases on eBay.
When will the new order cancellation process take effect?
It will take effect on August 28. Sellers may still receive direct messages requesting order cancellation before buyers fully adapt to these changes.
What happens when I accept a cancellation request?
When you accept the request, we’ll automatically send:
- the buyer a full refund
- and you a fee refund in accordance with our fee refund policy.
If it was a single-item listing or a Buy It Now listing, we’ll automatically relist it unless, when cancelling the order, you select Relist? > No.
Protection
What if I receive negative feedback for declining a cancellation request?
eBay protects you by removing negative or neutral feedback for such orders.
What protection do I have if I’ve already shipped the item?
Once you ship the item, immediately update the tracking information in the eBay interface (enter the tracking number) and change the order status to “shipped.” Once the order is marked as shipped, the buyer will not be able to initiate the cancellation process.
If the buyer requests cancellation before you update the shipment status and you’ve already shipped the item, you can decline the cancellation request.
Not sure how to mark an order as “shipped”? Check the Help section
What if someone wins an auction but doesn’t pay and asks to cancel the order?
You have 3 days to accept or decline the request to cancel an unpaid order. Requests to cancel unpaid orders are automatically approved after 3 days if you do not respond.
We monitor and take action against buyers who repeatedly fail to pay. We proactively block their ability to bid. Do not ship the item if payment has not been confirmed, and communicate through eBay so we can help if needed.
Custom and personalized items
I sell personalized items. What if the buyer requests cancellation when the order is already being processed?
If a buyer requests cancellation, explain in a direct message why the request will be declined, then decline the request. Communicate with the customer through our interface, which will help us provide support if the buyer wants to get a refund through their payment provider.
