On eBay, a transaction can be canceled by the customer or the seller. However, it is strongly recommended that sellers avoid canceling transactions whenever possible, because if the transaction is canceled due to the seller’s reasons, the transaction will be counted as a bad transaction and affect the seller’s seller rating. At the same time, the customer can also leave a medium or bad review for the seller for this transaction. If the transaction is canceled due to the customer’s reasons, it will not affect the seller’s rating. Here we will explain the process of canceling a transaction from two aspects: seller reasons and customer reasons.
(1) Cancelling a transaction due to seller reasons. If the seller is unable to complete the transaction because the product is damaged or out of stock, the seller needs to communicate this situation with the customer in a timely manner and cancel the transaction. The seller’s time limit for canceling the transaction is 30 days from the date of the transaction. The steps for sellers to cancel a transaction are as follows.
① Enter the Resolution Center.
② Click and select the “I need to cancel a transaction” radio button.
③ Find the transaction to be canceled and select the cancellation reason. Among them, if the reason is out of stock, it is the seller’s fault and will be counted as a bad transaction; if the customer contacts the seller to cancel the transaction, and the reason is “customer requests to cancel the transaction”, it will not be counted as a bad transaction.
④ The customer will receive a refund and the seller will receive a refund of the transaction fee.
(2) The customer requests to cancel the transaction. If the customer wishes to cancel the transaction after the transaction is completed, the customer can submit a cancellation request to the seller. After receiving the cancellation request, the seller has 3 days to decide whether to accept the cancellation request. Once the seller accepts the customer’s cancellation request, the refund must be completed to the customer within 10 days.
The seller will only receive a refund of the transaction fee after the cancellation process is completed. If the customer originally paid using a third-party account, the cancellation process is completed once their account receives the refund. If the customer originally paid using other methods, the cancellation process is completed only after the customer confirms that they have received the refund. Once the cancellation process is completed, eBay will refund the transaction fee to the seller within 7 to 10 days.