Sellers are expected to complete sales when a buyer places an order, but there are times when cancellations come up. Buyers can't cancel automatically, they can only submit a request from their receipt page. When that happens, you'll be notified and it's your choice whether to accept or decline.
Your choice as a seller
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If you accept, the buyer is refunded in full and the order is canceled
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If you decline, the order continues as normal and you can ship it
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If you don't respond within 48 hours, the request will expire and the order will remain active
What happens when you cancel
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The buyer is automatically refunded in full
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Any pending earnings for the order are canceled
Refunds usually appear back in the buyer's account within 5–10 business days.
How to cancel an order
You can cancel an order directly from your Marketplace Admin dashboard:
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Go to your Marketplace Admin dashboard
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Open the order details page
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Click the ⋮ menu in the top right corner
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Select Cancel order
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In the cancellation modal:
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Select a reason from the dropdown menu
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Add an optional message to the buyer
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Choose whether to relist the items from this order
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Click Cancel Order to confirm
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⚠️ If you've already created a shipping label, void the label first before canceling.
Frequently asked questions
Do I have to honor every cancellation request?
No. It's your decision whether to accept or decline a buyer's request.
What if the buyer asks to cancel after I've shipped their order?
Once an order has shipped, it can't be canceled. Let the buyer know their order is on the way.
What if I canceled by mistake?
Cancellations can't be undone. If it was an error, you can message the buyer to see if they'd like to repurchase the item.