Locked
Discussion interactions are currently paused.
We are simplifying order cancellations
Summary: fr_news_team announced an update on eBay that simplifies the order cancellation process, giving buyers the option to request cancellation before shipment. Tests show a slight increase in cancellation requests but a significant improvement in customer satisfaction. Sellers are encouraged to accept cancellations quickly to avoid returns and improve customer loyalty. The new process will take effect on August 28, 2024. eBay provides protections for sellers against negative feedback following cancellation refusals.
Hello,
We’re launching an update that simplifies the order cancellation process for both sellers and buyers: buyers now have the option to request a cancellation of an order via the Cancel order button before the item is marked as shipped. Our goal is to provide a more friendly and consistent shopping experience, and to build customer loyalty.
Preliminary tests indicated that this change led to only a minimal increase in cancellation requests (now averaging 1%, with an increase from 0.9 to 1.1 cancellation requests per 100 transactions), but that it resulted in a notable 25% improvement in buyer satisfaction, making it more likely that they would return.
FAQ
How it works
How can I view and respond to cancellation requests?
When a buyer makes a cancellation request, you’ll receive a notification in your eBay messages. You’ll also be able to see which orders have a cancellation request in Seller Hub > Orders > Cancellations or My eBay > Selling > Orders.
You will then have 3 days to accept or decline the request. For paid orders, eBay will automatically decline the request after 3 days, but sellers are encouraged to respond quickly.
You can choose to accept or decline the cancellation request. That said, we recommend accepting the request when possible, especially if it’s made within minutes or hours of the order. This helps avoid item not received return requests and encourages buyers to come back to eBay for their next purchase.
When will the new cancellation process take effect?
It takes effect as of August 28, 2024. Sellers may still receive requests via messaging while buyers adjust to these changes.
What happens when I accept a cancellation request?
Once the cancellation request is accepted, we’ll issue an automatic refund. The buyer will be refunded in full and we’ll refund your insertion fees in accordance with our fee credit policy. If this is a single-quantity listing or a Buy It Now item, we’ll automatically relist the item. If you do not want to relist it, select No next to Relist the item? when you cancel the order.
Protections
What happens if a buyer leaves negative feedback because their cancellation request was declined?
eBay will protect you by removing any negative or neutral feedback for these orders.
What protections are in place for cases where I’ve already shipped the item?
Once the item has been shipped, make sure to update the tracking information and mark the order status as “Shipped” on eBay as soon as possible. When an order is marked as shipped, buyers no longer have access to the Cancel order button.
If a buyer requests to cancel the order before you’re able to update the shipping status, and you’ve already shipped the item, you can decline the cancellation request.
To learn how to mark an item as “shipped,” visit our Help page.
What happens if a buyer wins an auction, but doesn’t pay and requests to cancel the order?
You have 3 days to accept or decline the cancellation request for an unpaid item. Cancellation requests for an unpaid item will be automatically approved after 3 days with no response from you.
eBay reviews and takes appropriate action against buyers who frequently fail to pay. We proactively prevent these buyers from bidding. Do not ship the item before payment is confirmed, and make sure all communication takes place on eBay so we can help you if needed.
Custom items
As a seller of custom items on eBay, what happens if the order is already being processed when the cancellation request comes in?
When a cancellation request comes in, communicate with the buyer via messaging to explain that the request will be declined, then decline it. By communicating on our platform, you allow us to help you if the buyer requests a refund through their payment provider.
Best regards,
The eBay team
