Canceling a transaction
Occasionally you may need to cancel a transaction, for instance if the item is lost or broken, or you made a mistake when listing the item.
If you've sold an item but can't complete the sale, you can work with your buyer to cancel the transaction in our Resolution Center. When a transaction is canceled in the Resolution Center, you may be eligible for final value fee credit.
When you cancel a transaction:
There's no action against the buyer.
The canceled transaction may count against your seller performance if the reason selected indicates the item is out of stock or no longer available or cannot be shipped. Learn more about seller performance standards.
If your buyer didn't pay for an item, there is a different process to follow. Learn more about what to do when your buyer doesn't pay (unpaid item process).
||Talk to the buyer|
You can't cancel a transaction yourself. In order to receive a final value fee credit, the buyer needs to agree to cancel the transaction. You may also receive a final value fee credit if the buyer doesn't respond to your request.
||Open a case in the Resolution Center|
When you open a case in our Resolution Center
to cancel a transaction, messages between you and the buyer are tracked through our system.
Opening your case
You can open a case to cancel a transaction up to 45 days after the sale.
Open your case in the Resolution Center. You can get there any time by clicking the Resolution Center link at the bottom of most eBay pages. If you go to the Resolution Center from your listing in My eBay, the item number of your listing will automatically be entered in your case.
Open your case on the eBay country site where you sold the item.
You won't be able to open a case to cancel a transaction if the buyer has opened a case and:
The buyer's case is still open.
The case was closed in the buyer's favor.
We refunded the buyer but didn't ask you for reimbursement.
To open a case in the Resolution Center from My eBay:
Select Resolve a problem from the More actions drop-down menu next to your listing.
Follow the on-screen instructions.
||We contact the buyer|
We contact the buyer immediately after you open your case.
The buyer has 7 days from the time you opened your case to respond by either agreeing or declining to cancel the transaction.
If the buyer doesn't respond within 7 days, you can close the case and you'll receive a final value fee credit.
||Close the case|To close the case in the Resolution Center:
Go to the Resolution Center and log in.
Select the case to be closed.
Select one of the following options to close the case:
The buyer and I have completed this transaction successfully.
I want to end communication with the buyer.
Enter any final comments in the message box.
Close your case within 60 days of the transaction.
If the buyer agrees to cancel the transaction, we'll credit your final value fee to your account.
On the 61st day after the end of the transaction, if you haven't closed your case, we automatically close it and you don't receive a final value fee credit.
Once your case is closed, you can't reopen it.
Things to keep in mind:
You must close the case in the Resolution Center in order to receive a final value fee credit.
Once the case is closed, you can't reopen it and you can't open another case for this transaction. This is true whether you close the case, or the 60 days expires and we close it.
||Receive a final value fee credit|
If your buyer agreed to cancel your transaction or didn't respond after 7 days, we'll credit the final value fee to your account within 7-10 business days of closing the case.