Cancelling a transaction
Occasionally, you may need to cancel a transaction – for instance, if the item is broken or you made a mistake when listing the item.
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 generally a good practice to first contact your buyer to let them know you're cancelling the transaction 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 a request because they didn't receive the item.
You have already opened an unpaid item case.
If there were multiple items in the purchase, you can only cancel the entire transaction, not individual items from the order.
To cancel a transaction
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 Seller Hub.
We let the buyer know that you've cancelled the transaction. If the buyer has already paid for the item, refund the buyer.
Tip: If you've already sent the item, the buyer can open a return request and return the item for a refund.
Refund the buyer
Once you've cancelled a transaction, it's time to 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 or place the amount on your seller invoice. Learn more about reimbursement.
Once the buyer has been refunded, we consider the cancellation to be complete.
If the buyer paid with a method other than PayPal:
You have 10 business days to refund the buyer's original payment method.
Once you issue the refund, we ask the buyer to let us know that they received it.
We consider the cancellation to be 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 business days.
If you haven't issued the refund within 10 business days, the buyer can open an eBay Money Back Guarantee request for an item that wasn't received.
Receive a final value fee credit
The cancellation must be complete 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, if the buyer paid with PayPal.
The buyer confirms they received their refund, if the buyer paid with a method other than PayPal.
If you haven't sent the item, you can cancel the transaction up to 30 days after the estimated delivery date.
If the buyer paid with a method other than PayPal, you have 10 business days to refund their original payment method once you cancel the transaction.
Things to keep in mind
If you cancel a transaction, the buyer may be disappointed or feel that you didn't honour your side of the bargain. Keep in mind that:
If you cancel a transaction, it is considered a transaction defect and may affect your seller level. 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 into 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.