2 min article

Cancelling an order

If you want to cancel an order, you'll need to ask the seller to cancel it for you.

If you've changed your mind about an order you've just made, you can request that it's cancelled within an hour of your purchase as long as the seller hasn't dispatched it yet. If it's been longer than an hour, you can still contact the seller and ask them if they can cancel your order for you.

If the seller has already shipped your item, they won't be able to cancel your order – but once you receive your item you can start a return request and ask the seller if they'll offer you a refund.

Tip
Keep in mind that if your purchase contained more than one item, the entire transaction will need to be cancelled – you can't cancel individual parts of an order.

Cancelling an order you've just made

If you've changed your mind about an order, you can request that it's cancelled within an hour of your purchase, as long as the seller hasn't dispatched it yet. Here's how:

  1. Go to Purchase history and find the order you want to cancel.
  2. From the More actions drop-down, select Cancel this order.
  3. Select Submit.

We'll send your request to the seller and ask them to confirm that they haven't sent the item yet. If they haven't shipped your item, they'll cancel your order and we'll send a confirmation of cancellation to your registered email address, as well as to your Messages.

Cancelling an order that's already in progress

If it's been more than an hour since your purchase, or if the seller has already dispatched your order by marking it as shipped or uploading tracking information, you can't cancel your order by yourself. You'll need to contact the seller and ask them to cancel it for you. Here's how:

  1. Go to Purchase history and find the order you want to cancel.
  2. From the More actions dropdown, select Contact seller.
  3. Choose Request to cancel this order, then Contact the seller.
  4. Explain to the seller why you need to cancel, and select Send.

Tip
If you need to cancel your order, you should let the seller know as quickly as possible.

If the seller agrees to cancel the order, they have 10 days to refund you through the same method you used to pay.

You won't be able to cancel a transaction if you've already opened an item not received case or if the seller has opened an unpaid item case. If the seller opened an unpaid item case, you can either pay for the item or state your reason for not making payment. However if you don't make payment, you risk having an unpaid item recorded on your account. Also, if you have excessive cancelled orders on your accounts, we may limit or end your ability to buy on eBay.

What to do if the seller has already shipped your order

If the seller has already shipped your order or if they don't accept your cancellation request, you'll need to wait until you receive the item and then start a return request.

If you change your mind or use the wrong shipping address, contact the seller within an hour of your purchase. If the seller hasn't shipped your item yet, you can request that the seller cancels your order. If it's been longer than that, or the seller has already sent the item, you'll need to contact the seller.

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