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We are simplifying the order cancellation process
Summary: The discussion addresses simplifying the order cancellation process, without providing any further details or significant input from participants seller_news_team, sylvainmacanon, and jacquecossett0.
We’re launching an update that will simplify the order cancellation process for sellers and buyers: buyers can now request a cancellation by clicking the Cancel order button before the item is marked as shipped. We want to create a more user-friendly and consistent experience to strengthen trust between buyers and sellers and encourage repeat purchases.
In previous tests, this change resulted in a slight increase in cancellation requests (keeping the overall average cancellation rate at 1%, with an increase ranging from 0.9 out of 100 to 1.1 out of 100 transactions) and a notable 25% improvement in buyer satisfaction, which led to a greater likelihood of repeat purchases.
Frequently asked questions
How it works
How can I view and respond to cancellation requests?
When a buyer requests a cancellation, you’ll receive a notification in your eBay Messages. You can also view orders with cancellation requests in your Seller Hub > Orders > Cancellations or in My eBay > My Sales > Orders.
You’ll have three days to accept or decline the request. For paid orders, we’ll automatically decline the request after three days. However, we encourage sellers to respond to requests quickly.
You can choose to accept or decline a cancellation. Whenever possible, we recommend accepting the request, especially if it’s sent a few minutes or a few hours after the order is placed. It turns out this practice discourages buyers from filing return disputes or item not received disputes, and encourages them to come back to eBay for their next purchases.
When will the new cancellation process take effect?
The new process will take effect on August 28. Sellers may still receive requests through direct member-to-member messages while buyers adjust to these changes.
What happens when I accept a cancellation request?
When you accept a cancellation request, we automatically issue the buyer a full refund and credit your fees, in accordance with our Fee Credit Policy. If the listing had a unique item or Buy It Now format, we’ll automatically relist it for you unless you select No next to Relist item? when cancelling the order.
Protections
What happens if a buyer leaves negative feedback because their cancellation request was declined?
We’ll protect you by removing the negative and neutral feedback associated with these orders.
What protections are available if I’ve already shipped the item?
Once the item has shipped, make sure to quickly update the tracking information and change the order status on eBay to “Shipped.” Buyers can no longer submit a request to cancel order once it’s been marked as shipped.
If a buyer requested a cancellation before you updated the shipping status and you’ve already shipped your item, you can decline the cancellation request.
To learn more, check out our help article on how to mark an item as shipped.
What happens if a buyer wins an auction but doesn’t pay for the item and requests a cancellation?
You’ll have three days to accept or decline a cancellation request for an unpaid item. Cancellation requests for unpaid items will be automatically accepted after three days if you don’t respond.
We monitor buyers who tend not to pay for their items and take the necessary action. We proactively prevent these buyers from participating in auctions. Don’t ship any item until payment is confirmed, and make sure all communication takes place on eBay so we can help if needed.
Custom and personalized items
I sell personalized items on eBay. What happens if the order is already being processed when a cancellation request is submitted?
If a cancellation is requested, contact the buyer through member-to-member messages to explain why you can’t honor their request, then decline it. Keep all communication on eBay so we can help you if the buyer requests a refund from their payment provider.
jacquecossett0
·1 year agoI'm trying to get in touch with my seller and it's impossible. I've tried several times and the system keeps telling me it's not working. I find it really frustrating and very unprofessional that nobody can respond.
sylvainmacanon
·1 year agoI apologize and I’m trying to remain polite. I did not receive the order I had paid for.
Dear eBay, your refund process is inefficient and hard to find.
It’s clear that the seller no longer has anything in their shop and so they did not respond to my refund request. You have been informed of this. You have unreasonable delays for me, as I am in my tenth year with you.
Since the purchase was paid with PayPal, I will make a refund request there. Sorry to be drastic, but I’m disappointed with your services and the delays (where I receive no information).
I demand a satisfactory response to my request. And yes, I will continue to be an eBay member, but I am going to be critical.