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eBay.at We're simplifying abandoned purchases
We’re simplifying order cancellations for both buyers and sellers: via the Cancel order button, buyers can now request an order cancellation until the item has been marked as “shipped.” This makes the buying process more user-friendly and simpler. It increases trust between you and your buyers and encourages repeat purchases.
In our tests, this change resulted in a significant 25% improvement in buyer satisfaction and therefore a higher likelihood of repeat purchases. This change led to only a minimal increase in cancellation requests, with the average cancellation rate remaining unchanged at a total of 1% and an increase from 0.9 per 100 transactions to 1.1 per 100 transactions.
Questions and answers
How it works
How can I see and respond to cancellation requests?
When a buyer requests a cancellation, you will continue to receive a message in My eBay. You can also find orders with cancellation requests in your Selling Cockpit Pro > Orders > Cancellations.
You then have 3 days to accept or decline the request. For orders that have already been paid for, eBay automatically declines the request after 3 days. However, it’s recommended that you respond quickly.
You can choose whether to accept or decline the cancellation. Our recommendation: accept the request whenever possible, especially if it’s made within minutes or a few hours of the order. It has been shown that this can help avoid many return requests or cases for items not received, and that buyers are happy to use eBay again for their next purchase.
From when does the new cancellation rule apply?
It takes effect on August 28, 2024. Requests may still come in via direct messages for a while until buyers have adjusted to these changes.
What happens if I accept a cancellation request?
After you accept a cancellation request, we automatically issue a full refund to the buyer and, in accordance with our fee credit policy, a fee credit to you. If the listing is a single-item or Buy It Now listing, the item will be relisted automatically unless, when canceling the order, you answer no to the question about whether you want to relist the item .
Protective measures
What happens if a buyer leaves negative feedback because I declined their cancellation request?
eBay protects you by removing negative or neutral feedback for these orders.
What protections are there if I’ve already shipped the item? After shipping the item, upload the tracking details to eBay immediately and change the order status to “shipped.” Once an order is marked as “shipped,” buyers can no longer request a Cancel order.
If a buyer requested cancellation before you could update the shipping status, and you have already shipped the item, you can decline the cancellation request.
For more information on marking an item as “shipped,” see our help article.
What happens if someone wins an auction, then doesn’t pay and requests a cancellation?
You have 3 days to accept or decline the cancellation request for an unpaid item. Cancellation requests for unpaid items are automatically accepted after 3 days if you haven’t responded.
eBay has implemented controls and takes action against buyers who fail to pay frequently. We preemptively block such buyers from bidding. Do not ship items before payment has been confirmed, and make sure all communication takes place through eBay so we can help you if needed.
Modified and personalized items
I sell modified/personalized items on eBay: What happens if the order has already been processed at the time of the cancellation request?
Before you decline the request, explain to your buyer via direct message why you’re doing so. If you handle all communication through our platform, we can support you if the buyer requests a refund through the relevant payment service provider.
