Sometimes you can’t send an order — maybe the item sold elsewhere, turned out to be damaged, or you simply can’t post it. If that happens, cancel the order yourself and we’ll refund the buyer straight away.
How to cancel
Open the order from your dashboard (Orders, then the order you need). Below the order details you’ll see a Cancel this order box. Choose a reason, then select Cancel order & refund buyer and confirm.
What happens next
- The buyer is refunded in full to their original payment method.
- Any funds being held for that order are released back — nothing is paid out to you for a cancelled order.
- The order is marked as cancelled.
You can only cancel before you post
Once you’ve marked an order as shipped and added a tracking number, the cancel option goes away — at that point the item is already on its way to the buyer. If there’s a problem after posting, it’s handled through the issue/refund process instead, not by cancelling.
Cancelling can’t be undone, so only do it if you’re sure you can’t fulfil the order. If you just need a little more time, message the buyer first — most people are happy to wait if you keep them updated.