Occasionally, you may need to cancel a transaction, for instance, if the item is broken or you made a mistake when listing it.
If you've sold an item but can't complete the sale, you may be able to cancel the transaction in My eBay or Seller Hub.
Cancel a transaction
When you need to cancel a transaction, it's a good practice to first let the buyer know you're canceling it and why.
You can cancel a transaction:
Up to 30 days after the sale
Even if your buyer has already paid for the item
You won't be able to cancel a transaction if:
The buyer has already opened an Item not received request.
You've already opened an Unpaid item case.
If there were multiple items in the purchase, you can only cancel the entire transaction, not individual parts of the order.
To cancel a transaction in My eBay
Go to My eBay > Sold and locate the item.
In the More actions drop-down menu, select Cancel this order.
Choose a reason for the cancellation and follow the on-screen instructions.
You can also cancel orders in the Orders section of the Seller Hub
We let the buyer know you canceled the transaction. If the buyer already paid for the item via PayPal, the refund is automatically sent during the cancellation process. If they paid with a method other than PayPal, you have 10 days to refund them.
Respond to a cancellation request from a buyer
A buyer can request to cancel a transaction within 1 hour of purchasing the item, even if they've already paid for the item.
When a buyer asks to cancel a transaction, you have 3 days to approve or decline the request.
If you approve the cancellation request and the buyer has already paid for the item, you have 10 days to refund the buyer.
If your buyer cancels a purchase, they can't leave you negative or neutral Feedback or low detailed seller ratings about the transaction.
Refund the buyer
If the buyer paid with PayPal:
The buyer's PayPal account is automatically refunded. We then either ask PayPal to remove the refund amount from your PayPal account, place the amount on your seller invoice or charge your payment method on file. Learn more about reimbursement.
Once the buyer has been refunded, we consider the cancellation complete.
If the buyer paid with a method other than PayPal:
You have 10 days to refund the buyer via their original payment method.
Once you issue the refund, we ask the buyer to let us know they received it.
We consider the cancellation complete when:
The buyer confirms they received the refund.
The buyer doesn't respond to our request to confirm receipt of the refund after 10 days.
If you approve the cancellation in My eBay or Seller Hub but don't refund the buyer within 10 days, the cancellation request is closed as unsuccessful.
If you haven't issued the refund within 10 days, the buyer can open an eBay Money Back Guarantee request for an item that wasn't received. If you shipped the item, the buyer can open a return request. Learn more about the eBay Money Back Guarantee.
Receive a final value fee credit
The cancellation must be complete in order for you to receive a final value fee credit. To receive a final value fee credit, the cancellation request is complete when:
The buyer's PayPal account is refunded in full, if the buyer paid with PayPal.
The buyer confirms they received their refund, if they paid with a method other than PayPal.
When the cancellation is complete, we credit the final value fee to your account 7 to 10 days after the cancellation request is complete. Learn more about requesting a final value fee credit.
If you haven't shipped the item, you can cancel the transaction up to 30 days after the buyer has paid for the item.
A buyer can ask to cancel a transaction within 1 hour of purchasing the item, even if they already paid for it.
If a buyer requests to cancel the transaction, you have 3 days to approve or decline the request.
If the buyer paid with a method other than PayPal, you have 10 days to refund their original payment method once you cancel the transaction or you've approved a buyer's cancellation request.
Things to keep in mind
If you cancel a transaction, the buyer may be disappointed or feel that you didn't honor your side of the bargain. Keep in mind that:
If you cancel a transaction, it may be considered a defect and count against your seller performance. Learn more about seller performance standards.
If you cancel a transaction, the buyer can still leave you negative or neutral Feedback about the transaction.
When you list an item, you enter a legally binding contract to complete the transaction if the item is sold. If you cancel the transaction, there could be other negative ramifications. See the eBay User Agreement.
Once the cancellation is complete, you can't ask us to step in and help with the transaction, and you can't reopen the cancellation request.