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eBay.de We're simplifying purchase abandonment
We’re simplifying purchase cancellations for both buyers and sellers: through the button Cancel purchase, buyers can now request a cancellation until the item is marked as “shipped”. This makes the buying process more user-friendly and easier. It increases trust between you and your buyers and encourages repeat purchases.
In our tests, this change led to a significant 25% improvement in buyer satisfaction and thus a higher likelihood of repeat purchases. This change only resulted in a minimal increase in cancellation requests, with the average cancellation rate remaining 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 purchase cancellation requests?
When a buyer requests a cancellation, you will still receive a message in My eBay. You can also find orders with cancellation requests in your Seller Hub Pro > Orders > Cancellations.
You then have 3 days to accept or decline the request. For orders that have already been paid, eBay automatically declines the request after 3 days. However, it’s best to respond quickly.
You get to choose whether to accept or decline the cancellation. Our recommendation: accept the request whenever possible, especially if it is 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.
When does the new purchase cancellation policy take effect?
It takes effect on August 28, 2024. There may still be requests coming 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, according to our fee credit policy, a fee credit to you. If the listing is a single-item or Buy It Now listing, the item will automatically be relisted unless you answer no to the question of whether you want to relist the item when canceling the purchase.
Protection 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 have already shipped the item? As soon as you ship the item, upload the tracking details to eBay immediately and change the order status to “shipped”. If an order is marked as “shipped”, buyers can no longer request a purchase cancellation.
If a buyer requested a 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 but then doesn’t pay and requests a purchase 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 put controls in place and takes action against buyers who frequently don’t pay. We proactively restrict such buyers from bidding. Don’t 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 are doing so. If you handle all communication through our platform, we can support you if the buyer requests a refund through the respective payment provider.
