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If you've sold an item but can't go through with the sale, you can cancel the transaction in our Resolution Center and you may receive a final value fee credit.
Possible reasons for canceling the transaction are that the item is lost or broken, you made a mistake when listing the item, or you can't complete the sale.
Note: When you cancel a transaction, there's no action against the buyer. If your buyer didn't pay you, learn more about what to do when your buyer doesn't pay (unpaid item process).
1. Talk to the buyer.
To receive a final value fee credit, you'll need the buyer to agree to cancel the transaction. Contact your buyer and ask the buyer to agree to cancel the transaction. Also, let the buyer know to expect a note from eBay to start the process. Here are some tips for communicating with your buyer.
2. Cancel the transaction in our Resolution Center.
You'll open a case in our Resolution Center, which starts a dialogue between you and the buyer through our system and tracks your case for you. Read more about resolving transaction problems in the Resolution Center.
You can open your case immediately to 45 days after the sale.
The buyer has up to 7 days to respond to your case. If you haven't heard back after 7 days, you can close the case and you'll receive a final value fee credit.
You need to close your case within 60 days of the transaction.
If the buyer agrees to cancel, your final value fee will be credited to your account.
On the 61st day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you do not receive a final value fee credit.
Once your case is closed by you or eBay, you can't reopen the case.
Opening your case
Timeline: Up to 45 days after the sale
Note: 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.
- eBay refunded the buyer but didn't ask you for reimbursement.
You need to open your case on the eBay country site where you sold the item.
You'll need to go to the Resolution Center. You can get there any time by clicking Resolution
Center at the bottom of most eBay pages. If you go to the Resolution Center from your listing in My eBay, your item number will be filled in on the form for you:
Go to My eBay. You may be asked to sign in.
Next to your listing, select Resolve a problem from the drop-down menu.
The Resolution Center – Resolve a problem form appears.
Select I sold an item and want to cancel the transaction and click Continue.
Sign in to your account. The Cancel a transaction form appears.
If you get to the Resolution Center from your item listing, your item number is already filled in.
If you get there another way, enter your item number and click Continue.
Under Give the buyer a reason for wanting to cancel this transaction, indicate your reason for canceling and then click Continue.
3. We contact the buyer and they respond.
Timeline:
We contact the buyer immediately after you open your case.
The buyer has 7 days from the time you opened your case to respond.
The buyer either agrees to or refuses 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.
4. Close the case
Timeline: Up to 60 days from the date of purchase.
Note: If you close the case, or the 60 days expires and we close it, you can’t reopen it and you can’t open another case for this purchase.
To close the case: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.
When your case is closed
If your buyer agreed to cancel your transaction or didn't respond, you'll receive a credit to your seller's account for the final value fee within 7-10 business days of closing the case.
