eBay Order Cancellation Guidelines for Buyers and Sellers


eBay offers an online platform for both selling and buying, with millions of transactions being flawlessly completed each year. However, there are times when, as a buyer or a seller, you need to cancel a purchase for some reason. If you are wondering what your options are when this happens, you have come to the right place. While the general guidelines are provided below, do not hesitate to ring the eBay contact number for additional information.

Cancellation Requirements for Sellers

As a seller you may need to cancel an order if you made a mistake when listing the item, the item is now broken, you no longer have the item, or you no longer want to sell the item. Basically, you can cancel if you are unable to complete the sale for whatever reason. You can cancel the order as long as it hasn’t been longer than 30 days, even if the buyer has already paid for the item. However, you cannot cancel the item if it has been longer than 30 days, the buyer has opened an ‘Item Not Received’ request, or you have opened an ‘Unpaid Item’ case.

You also cannot cancel individual parts of an order. Instead, you must cancel the entire transaction. If you are able to cancel the order, you should make sure that you let the customer know that you are cancelling and the reason why. This can help stop the customer from leaving a negative review and can help both of you to have a more positive experience. If you have questions about the feedback rules regarding order cancellation, contact eBay customer service.

As long you have met the aforementioned requirements, you can go ahead and move forward with the cancellation. There are a few simple steps required to cancel an order. First, go to the ‘Sold’ section in ‘My eBay’ and find the item you would like to cancel. After you have done that, simply click ‘Cancel this Order’ and then select a reason for the cancellation. eBay will inform the buyer that you have cancelled the order. If the buyer has already paid for the item, you will need to refund them. If the buyer used PayPal their refund will be automatically sent, but if they used another method you will have 10 days to refund them using that method.

Cancellation Requirements for Buyers

You can cancel the order because you found a better deal, changed your mind, no longer need the item, accidentally purchased the item or any other reason that you want to cancel the order.  It is easiest to cancel an order within the first hour after you buy the item, though you can cancel the order as long as the buyer has not marked it as shipped. The faster you take action, the more likely it is that the seller will agree to a mutual cancellation of the order. If the order has already shipped, you will not be able to cancel.

If cancellation is an option, you simply go to ‘My Orders’ and then find the item you want to cancel and click on ‘Cancel this order’. If it has been more than one hour, you can contact the seller and ask them to cancel the order for you. However, the seller does not have any obligation to accept your request. If the item has already shipped, you will be unable to cancel the order, though you can wait until you receive the item and then try and return it.