Cancellations for Buyers

Modified on Wed, 10 Jan at 7:33 PM

If you need to cancel an order, our team works hard to make sure it’s fair for both the buyer and the seller.

We want to avoid cancellations whenever possible. Please make sure to only purchase an item or create a listing when you can complete the transaction.

Buyers can ask to cancel an order at any time before the seller confirms shipment.

After the request is made, sellers have 24 hours to either confirm they’ve shipped the item or approve the request for cancellation. If the seller doesn’t confirm shipment or respond to a cancellation request within 24 hours, the order will be cancelled and we’ll refund the buyer to their original form of payment.

As a buyer, you can cancel your order right away if a seller confirms they’ve shipped the item but there are no tracking updates for 15 or more days.

Cancelling a purchase

Depending on the situation, the cancellation process can be slightly different.

Here's what you need to know:

24-hour cancellation requests

If you want to cancel a purchase and the seller hasn’t confirmed that the item has shipped, the seller has 24 hours to either confirm the shipment or accept your cancellation. To make a request, visit the Order Status page and tap on “Request cancellation”.

Once a cancellation request has been made, we’ll reach out to the seller to make sure that the item hasn’t already been shipped. If the seller doesn’t respond or doesn’t send the item within 24 hours, our team will approve the cancellation request.

Your refund will be processed to the original form of payment immediately but may take up to 10 days to appear in your account, depending on your financial institution.

Immediate cancellations

If the seller has confirmed shipment, we want to allow enough time for a package to be delivered even if there is an error with the tracking preventing it from receiving updates. There may be times when the seller has confirmed shipment without the order making it to the shipping provider.

Immediate cancellations can be made if the seller has confirmed shipment but the item has no tracking updates 15 days from the day you purchased it. Keep in mind that these orders will be cancelled immediately upon request.

Your refund will be processed to the original form of payment immediately but may take up to 10 days to appear in your account, depending on your financial institution.

Seller cancellations

Sometimes the seller may need to cancel the order. This can happen if an item is in a different condition than it was listed, or the item is no longer available.

Before cancelling, we ask sellers to reach out to the buyer to explain the situation.

Because sellers can cancel at any time, our team keeps track of seller cancellation rates to make sure they don’t cancel too often.