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What You'll Need
Cancelling an eBay order can be necessary under various circumstances:
- A buyer has bought the item but does not pay.
- A buyer has paid but decides to withdraw from the purchase – either completely or only for a portion of the order.
- You cannot fulfill the order because you don't have the item on stock, the last one just broke into pieces, your vendor couldn't deliver etc.
Either way the order has to be unshipped. Otherwise you can only create a refund.
1. Go to Sales > Orders/Transactions > Orders.
2. Search for the order you want to refund by Site Order ID, ChannelAdvisor Order ID or Buyer Email.
- Click on Apply Changes to run the search.
- If you locate the order within the grid click on the Site Order ID or ChannelAdvisor Order ID links to get into the Order Details page.
3. Click the Cancel Order button on the Order Details view.
4. Choose the Cancellation Type (Entire Order or Items) in the Cancellation dialog box.
- Entire Order: No matter what reason you choose – you can only cancel the complete order.
- Items: You’ll see a Line Items section displaying all line items of your order.
5. Choose the appropriate Cancellation Reason from the dropdown menu.
- The options will be the same no matter the Cancellation Type you picked before.
- They will also be independent of the eBay listing type the sale resulted from – eBay Fixed Price or eBay Auction. That's different to refunding an eBay order.
6. In the Order Handling section choose:
- Restock quantity within ChannelAdvisor to add returned quantity back to ChannelAdvisor. You would only mark this if the item has been returned to you from the buyer. If the item got lost or broken you wouldn’t mark that option.
- Do not notify marketplace of refund only if you have already issued the refund directly within eBay (not recommended).
- Fully Refund Order: If the buyer has already paid you probably want to process a refund. Note: Only visible for Entire Orders Cancellation Type.
- Create a Dispute: Check this box to create a dispute at eBay and choose a dispute reason from the drop down (will open once you checked the box). Note: Only visible for Entire Orders Cancellation Type.
7. If you want to cancel specific line items edit the section Line Items (visible when you picked Items as Cancellation Type).
- Mark the checkbox in front of the line items you want to cancel.
- Adjust the Quantity dropdown if you only need to cancel partial line items.
- The Cancel Amount will be adjusted appropriately.
- Example: You sold 2 pieces of the same product. The buyer lets you know he only needs 1 so you need to cancel 1 item. You choose 1 from the Quantity dropdown.
8. Click Submit Cancellation to save, or Close to exit without saving any changes.
9. The Order History section will update with information on the Cancellation accordingly.
- Whatever you've chosen in the dialog box will be reflected in the Order History:
- If you have chosen to notify the marketplace (you haven't checked Do not notify the marketplace of cancellation ) the Cancellation is in a Pending status while we communicate with eBay in the backend.
- If you've chosen not to notify the marketplace the Cancellation will be processed immediately and a note will be displayed in the Details column.
- If the order was paid via PayPal and the balance in your account is too low to refund this will result in a Failed Cancellation.
10. The Order Status column in the All Orders view will display the appropriate status for your order, too:
- If the cancellation was successful the Refunds icon – there is no separate icon for Cancellations – will be green. Hover your mouse over it to see if you cancelled the whole order or only a line item.
- If you cancelled the complete order we will also set the Shipping Status to Canceled.
- If the cancellation failed the Refunds icon will be red.
Please note: If the screenshots given appear differently than what you are seeing on your Orders page, you may be using the older Orders view. If you would like to switch over to the new Orders view, please select the Switch to New Page link in the top right-hand corner. If you would prefer to stay with the older Orders view, please consult our eBay Order Cancellation Best Practices page.
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