Order cancellation policy

When a seller can cancel an order

A seller can cancel an order if:

• The buyer asks to cancel the order and they haven't shipped the item yet
• The buyer hasn't paid within the time allowed
• The buyer used the wrong shipping address when they completed their purchase
• The item is out of stock (this will result in a transaction defect)

The "Issue with buyer's address" reason is no longer available to sellers when canceling orders for items sold through Authenticity Guarantee.

Sellers won't be able to cancel an order if the buyer has reported that the item hasn't arrived, or has opened a return request.

When a buyer purchases more than one item, the entire order will be cancelled. Sellers can't cancel individual items when multiple items are purchased as part of the same order.

Actions & time frames for order cancellations

If a cancellation has been initiated but isn't resolved within 30 days, we'll automatically close the request.

Refunds

If the buyer completed payment through eBay checkout and the seller cancels the order, a full refund will be issued to the buyer's original payment method.

If payment was not completed through eBay checkout and the seller cancels the order (for example, the buyer paid by cheque or cash), the seller will be responsible for issuing a full refund to the buyer.

Abusing the order cancellation process

Sellers aren't allowed to abuse the order cancellation process. A seller should never cancel an order and select an incorrect cancellation reason, including falsely claiming that the buyer failed to pay. Learn more in our Unpaid item policy.

Activity on eBay is required to:

• Follow all applicable laws
• Respect the rights of third parties
• Follow the eBay User Agreement
• Follow this eBay policy

If activity doesn't meet these requirements, eBay may take action consistent with applicable laws and the eBay User Agreement, and may even be legally required to do so. Such actions may include, as an example only: administratively ending listings or cancelling transactions, hiding or lowering the placement of listings in search results, lowering seller rating, restricting buying or selling, forfeiture of fees, loss of buyer or seller protections, restricting access to member communication and rating tools, removing feedback, and account suspension.

Other terms and related policies

• Once an order has been cancelled, it can't be undone
• A seller may be eligible for fee credits for cancelled orders
• Buying an item or bidding on an auction on eBay is a commitment to complete a purchase. Buyers should pay for items within 4 calendar days or the seller can choose to cancel the order. If buyers have excessive cancelled orders for unpaid items, they may be subject to the consequences outlined in our Unpaid item policy and Abusive buyer policy
• A buyer can still leave feedback on a cancelled transaction, unless the order was cancelled because they didn't pay for the item. Learn more in our Unpaid item policy
• Cancelling an order because the item is out of stock will result in a transaction defect, as sellers are responsible for fulfilling the items they've sold. Learn more about the factors that affect a seller's performance level
• If the buyer has paid and the seller declines or doesn't respond to the buyer's request to cancel, they'll need to wait until the item is received and then start a return request instead