eBay Order Cancellation Best Practices

This page is intended to:

  • Provide an overview of the most recent changes to eBay order cancellations.
  • List out best practice recommendations for common eBay order cancellation scenarios.

 

Why isn’t the cart icon appearing for all cancelled eBay orders?


As part of our efforts to make the eBay order cancellation and refund process more intuitive and consistent with other Marketplaces, the ‘Cancel Order’ feature now limits the available actions that can be taken for an eBay order, depending on if it is a shipped order or unshipped order. Previously, the ‘Cancel Order’ feature allowed for checkout to be disabled regardless of shipping status, which created the red cart icon (new Orders view) or cart with strikethrough icon (old Orders view). You may be accustomed to using one of these two icons to easily identify orders that you have already processed cancellations for.

New Orders view: Red cart icon red cart icon (new view)
Old Orders view: Cart with strikethrough icon cart with strikethrough for old orders view

 

Going forward, Checkout can only be disabled for unshipped orders. This means that the red cart icon or cart with strikethrough icon will only appear for cancelled orders that have not yet been shipped. Those icons will not appear for cancelled orders that have already been shipped.

 

I’m used to the old Orders view. What will a cancelled eBay order look like?


Below is what a cancelled eBay order that has not been shipped looks like in the old Orders view. Since it has not been shipped, the cart with strikethrough icon does appear. This is the same behavior as before.

cart with strikethrough for old orders view

Below is what a cancelled eBay order that has been shipped looks like in the old Orders view. Since it has been shipped, the cart with strikethrough icon does not appear. This is the changed behavior.

 

How do I identify shipped eBay orders that I have cancelled without relying on the cart icon?


 

Old Orders View

An advanced filter can be created to identify shipped eBay orders that have been cancelled. Just follow these steps:

  1. Next to the filter option in the upper right-hand corner, select Create.
  2. Give the filter a name.
  3. For the first filter detail, select Shipping Status Contains Shipped. It’s very important that Shipped is capitalized.
  4. Click on the Plus (+) icon to add a new line.
  5. For the second filter detail, select Dispute Filed Equals True.
  6. Save and Exit.
  7. From the orders view, you can now select this filter to identify orders that have been shipped, but have a dispute created with eBay.

shipped and cancelled filter old view

 

New orders View

Additional columns can be added to the All Sales view to help identify shipped eBay orders that have been cancelled. Just follow these steps:

  1. Click on the Columns button in the upper right-hand corner to add the columns Shipping Status, Refund Status, and Dispute Status. Click Apply Changes.
  2. As you click on the filter (funnel) icon in each column, you can create a filtered view.
  3. We recommend using Shipping Status: Shipped.
  4. The Refund Status and Dispute Status columns can be used to further filter orders, depending on your needs.

finding shipped and cancelled orders in new view

 

Best practices for cancelling eBay orders


 

Old orders View

Unpaid orders

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the order.
  3. Click Cancel Sale.
  4. Select the box Leave checkout enabled.
  5. Select Create a Dispute and choose a reason for the dispute from the drop-down that appears.
  6. Click Cancel Order.

This will file a dispute for the order and leave the order open in CA until that dispute at eBay closes. Once that is done, the order in CA will cancel automatically and your quantity will be restocked. This process is best for unpaid items because technically, as long as the dispute is open on eBay, the buyer can pay and if they do so while the order is cancelled in CA, the payment will fail to import.

Paid orders that are unshipped

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the order.
  3. Click Cancel Sale.
  4. Select a Cancellation Reason from the drop-down.
  5. If you want to process a refund, click the box Fully Refund Paid Orders.
  6. Check the box Create a Dispute.
  7. Choose a Dispute Reason from the drop-down.
  8. If you want to restock quantity from the order, check the box Restock quantity within ChannelAdvisor.
  9. Click Cancel Order.
  10. Click Continue.

This will cancel the order in CA, removing it from your “Ready to Ship” or “Needing to Ship” filters and preventing it from importing into any third-party fulfillment software you might be using. This will also file a dispute on eBay, process a refund, and restock quantity if those boxes are selected. If you choose not to fully refund the order, since this order is unshipped, checkout will be disabled, and it will appear with the red cart (or cart with strikethrough icon) in the Orders view

Paid orders that are already marked as shipped

  1. Select the order.
  2. Click Cancel Sale.
  3. Select a Cancellation Reason from the drop-down.
  4. If you want to process a refund, click the box Fully Refund Paid Orders. (You can also choose to refund the order later from within the Order details page.)
  5. Check the box Create a Dispute and choose a Dispute Reason from the drop-down.
  6. Click Cancel Order.
  7. If no refund was selected, you’ll see the message Your dispute has been successfully queued. Please Note: No other actions have been taken on this order. This is just a reminder that since the order has already been shipped, checkout will not be disabled.
  8. Click Continue.

Since this order is already shipped, it should not be appearing in any “Needing to Ship” or “Ready to Ship” filters. A dispute will be created at eBay. A refund will be processed if you selected that option. Since this order was shipped, checkout will not be disabled and the order will not appear with a red cart (or cart with strikethrough icon) in the Orders view.

Please note that if the order has a buyer initiated return request from eBay in ChannelAdvisor, that the request will need to be processed in the new orders view. Please visit the Buyer Initiated Returns page for steps to complete.

 

New Orders View

Unpaid orders

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the order.
  3. Click eBay Dispute.
  4. Choose a Dispute Reason.
  5. Click Save.

This will file a dispute for the order and leave the order open in ChannelAdvisor until that dispute at eBay closes. Once that is done, the order in CA will cancel automatically and your quantity will be restocked. This process is best for unpaid items because technically, as long as the dispute is open on eBay, the buyer can pay and if they do so while the order is cancelled in ChannelAdvisor, the payment will fail to import.

Paid orders that are unshipped

Detailed instructions with screenshots can be found here: Canceling an eBay Order

Paid orders that are already marked as shipped

Detailed instructions with screenshots can be found here: Refunding an eBay Order

Buyer initiated return requests from eBay Return Center

Detailed instructions with screenshots can be found here: Buyer Initiated Returns

This page is intended to:

  • Provide an overview of the most recent changes to eBay order cancellations.
  • List out best practice recommendations for common eBay order cancellation scenarios.

 

Why isn’t the cart icon appearing for all cancelled eBay orders?


As part of our efforts to make the eBay order cancellation and refund process more intuitive and consistent with other Marketplaces, the ‘Cancel Order’ feature now limits the available actions that can be taken for an eBay order, depending on if it is a shipped order or unshipped order. Previously, the ‘Cancel Order’ feature allowed for checkout to be disabled regardless of shipping status, which created the red cart icon (new Orders view) or cart with strikethrough icon (old Orders view). You may be accustomed to using one of these two icons to easily identify orders that you have already processed cancellations for.

New Orders view: Red cart icon red cart icon (new view)
Old Orders view: Cart with strikethrough icon cart with strikethrough for old orders view

 

Going forward, Checkout can only be disabled for unshipped orders. This means that the red cart icon or cart with strikethrough icon will only appear for cancelled orders that have not yet been shipped. Those icons will not appear for cancelled orders that have already been shipped.

 

I’m used to the old Orders view. What will a cancelled eBay order look like?


Below is what a cancelled eBay order that has not been shipped looks like in the old Orders view. Since it has not been shipped, the cart with strikethrough icon does appear. This is the same behavior as before.

cart with strikethrough for old orders view

Below is what a cancelled eBay order that has been shipped looks like in the old Orders view. Since it has been shipped, the cart with strikethrough icon does not appear. This is the changed behavior.

 

How do I identify shipped eBay orders that I have cancelled without relying on the cart icon?


 

Old Orders View

An advanced filter can be created to identify shipped eBay orders that have been cancelled. Just follow these steps:

  1. Next to the filter option in the upper right-hand corner, select Create.
  2. Give the filter a name.
  3. For the first filter detail, select Shipping Status Contains Shipped. It’s very important that Shipped is capitalized.
  4. Click on the Plus (+) icon to add a new line.
  5. For the second filter detail, select Dispute Filed Equals True.
  6. Save and Exit.
  7. From the orders view, you can now select this filter to identify orders that have been shipped, but have a dispute created with eBay.

shipped and cancelled filter old view

 

New orders View

Additional columns can be added to the All Sales view to help identify shipped eBay orders that have been cancelled. Just follow these steps:

  1. Click on the Columns button in the upper right-hand corner to add the columns Shipping Status, Refund Status, and Dispute Status. Click Apply Changes.
  2. As you click on the filter (funnel) icon in each column, you can create a filtered view.
  3. We recommend using Shipping Status: Shipped.
  4. The Refund Status and Dispute Status columns can be used to further filter orders, depending on your needs.

finding shipped and cancelled orders in new view

 

Best practices for cancelling eBay orders


 

Old orders View

Unpaid orders

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the order.
  3. Click Cancel Sale.
  4. Select the box Leave checkout enabled.
  5. Select Create a Dispute and choose a reason for the dispute from the drop-down that appears.
  6. Click Cancel Order.

This will file a dispute for the order and leave the order open in CA until that dispute at eBay closes. Once that is done, the order in CA will cancel automatically and your quantity will be restocked. This process is best for unpaid items because technically, as long as the dispute is open on eBay, the buyer can pay and if they do so while the order is cancelled in CA, the payment will fail to import.

Paid orders that are unshipped

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the order.
  3. Click Cancel Sale.
  4. Select a Cancellation Reason from the drop-down.
  5. If you want to process a refund, click the box Fully Refund Paid Orders.
  6. Check the box Create a Dispute.
  7. Choose a Dispute Reason from the drop-down.
  8. If you want to restock quantity from the order, check the box Restock quantity within ChannelAdvisor.
  9. Click Cancel Order.
  10. Click Continue.

This will cancel the order in CA, removing it from your “Ready to Ship” or “Needing to Ship” filters and preventing it from importing into any third-party fulfillment software you might be using. This will also file a dispute on eBay, process a refund, and restock quantity if those boxes are selected. If you choose not to fully refund the order, since this order is unshipped, checkout will be disabled, and it will appear with the red cart (or cart with strikethrough icon) in the Orders view

Paid orders that are already marked as shipped

  1. Select the order.
  2. Click Cancel Sale.
  3. Select a Cancellation Reason from the drop-down.
  4. If you want to process a refund, click the box Fully Refund Paid Orders. (You can also choose to refund the order later from within the Order details page.)
  5. Check the box Create a Dispute and choose a Dispute Reason from the drop-down.
  6. Click Cancel Order.
  7. If no refund was selected, you’ll see the message Your dispute has been successfully queued. Please Note: No other actions have been taken on this order. This is just a reminder that since the order has already been shipped, checkout will not be disabled.
  8. Click Continue.

Since this order is already shipped, it should not be appearing in any “Needing to Ship” or “Ready to Ship” filters. A dispute will be created at eBay. A refund will be processed if you selected that option. Since this order was shipped, checkout will not be disabled and the order will not appear with a red cart (or cart with strikethrough icon) in the Orders view.

Please note that if the order has a buyer initiated return request from eBay in ChannelAdvisor, that the request will need to be processed in the new orders view. Please visit the Buyer Initiated Returns page for steps to complete.

 

New Orders View

Unpaid orders

  1. Go to Sales > Orders/Transactions > Orders.
  2. Select the order.
  3. Click eBay Dispute.
  4. Choose a Dispute Reason.
  5. Click Save.

This will file a dispute for the order and leave the order open in ChannelAdvisor until that dispute at eBay closes. Once that is done, the order in CA will cancel automatically and your quantity will be restocked. This process is best for unpaid items because technically, as long as the dispute is open on eBay, the buyer can pay and if they do so while the order is cancelled in ChannelAdvisor, the payment will fail to import.

Paid orders that are unshipped

Detailed instructions with screenshots can be found here: Canceling an eBay Order

Paid orders that are already marked as shipped

Detailed instructions with screenshots can be found here: Refunding an eBay Order

Buyer initiated return requests from eBay Return Center

Detailed instructions with screenshots can be found here: Buyer Initiated Returns

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