We’re simplifying order cancellations

[au_news_team]

From 30 August, we're simplifying the order cancellation process for both buyers and sellers to create a more user-friendly and consistent experience, build trust between buyers and sellers, and encourage repeat purchases.

Buyers will now have the option to request an order cancellation using the Cancel order button up until the order has been marked as sent or seller uploads tracking. 

Once the seller uploads tracking or marks an order as sent (for untracked items), the buyer will no longer be able to send a cancellation request.

If the item has not been marked as sent, buyers have up to 30 calendar days after the order is placed, to request an order cancellation using the Cancel order button. 

Our Order cancellation policy will be updated to reflect these changes. This new experience is being introduced gradually and will apply to all orders by mid-September.

FAQs

How do I cancel an order as a buyer?

• If you need to cancel an order – for example, you've made a mistake at checkout – you can send a request using the Cancel order button. You can do this up until the seller indicates the order has been sent, or up to 30 calendar days after the order at the latest. The seller should respond to your request within 3 days.

How can I see and respond to cancellation requests as a seller?

• You can see orders with cancellation requests in your Seller Hub > Orders > Cancellations or My eBay > Selling > Orders. You'll also receive a notice in eBay Messages when a buyer requests a cancellation.

• You have the choice to accept or decline a cancellation. When feasible, it’s recommended to accept the request, especially if it’s sent within minutes or a few hours of an order being placed. This can help avoid return requests and encourage the buyer to return to eBay for their next purchase.

• On paid orders, eBay will automatically decline the request after 3 days, but we encourage sellers to respond quickly. Once the updated process takes effect, you may still receive some requests through eBay Messages as buyers adapt to these changes.

As a seller, what happens when I accept a cancellation request?

• After you accept a cancellation request, we’ll automatically issue a full refund to the buyer and fee credits to you as per our fee credits policy. If the listing was of a single quantity or Buy It Now item, we'll automatically relist the item for you unless you select ‘No’ next to ‘Relist item?’ when cancelling the order. 

Protections for sellers

What if a buyer leaves negative feedback for refusing their cancellation request?

• eBay will protect you by removing negative or neutral feedback on these orders.

What protections are in place if I've already sent the item? 

• Once you've uploaded tracking or marked an order as sent, the buyer won't be able to send a cancellation request.
• If a buyer requests a cancellation before you were able to update the order status and you have already sent your item, you can decline the cancellation request.
• Learn more about tracking items you've sold.

What if a buyer wins an auction but doesn't pay and asks for a cancellation?

• You'll have 3 days to accept or decline the cancellation request on an unpaid item.  Cancellation requests for unpaid items will automatically be approved after 3 days if there is no response from you.
• eBay monitors and takes action against buyers who regularly fail to pay. We proactively restrict such buyers from bidding. Please don’t send items until payment is confirmed, and ensure all communication is kept on eBay so we can help out if needed.

Will this result in more buyers cancelling their orders?

• During testing over a two-week period, we found that this change did not significantly increase the number of order cancellation requests in that period, but did result in a 25% improvement in buyer satisfaction* – which may increase the likelihood of repeat purchases.

*Individual results may vary. Based on eBay internal tests conducted (across all eBay sites) from 05/04/2023 to 20/04/2023. Test results showed an overall average cancellation rate of 1%, with an increase from 0.9 out of 100 transactions to 1.1 out of 100 transactions. Buyer satisfaction increase is based on survey results from respondents who were a part of the test group.

Customised and personalised items

As a seller of customised items on eBay, what if the order is already in process when a cancellation request is made? 

• If a cancellation is requested, communicate with the buyer via eBay Messages to explain why the request will be declined, then proceed to decline it. Keeping your communication on our platform helps us provide support if the buyer seeks a refund through their payment provider.