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Cancelling a transaction

If you've sold an item but can't go through with the sale, you can cancel the transaction in our Resolution Centre and you may receive a credit on your final value fee.

Use this process when the item is lost or broken, you made a mistake when listing the item, or there's some other reason you can't complete the sale. If you want to manage a return and get your final value fee back as well, learn more about managing returns in the Resolution Centre.

Note: When you cancel a transaction, there’s no action against the buyer. Find out what to do when your buyer doesn't pay (unpaid item process)

1. Talk to the buyer.

To receive a credit on your final value fee, you'll need the buyer to agree to cancel the transaction. Contact your buyer and ask him or her to agree to cancel the transaction and let them know they'll be getting a note from eBay to start the process. Here are some tips for communicating with your buyer

2. Cancel the transaction in our Resolution Centre.

You'll open a case at our Resolution Centre, which creates a dialogue between you and the buyer through our system and tracks your case for you. Learn more about how to use the Resolution Centre

Timing is important

  • You can open your case immediately to 45 days after the sale

  • The buyer has up to 7 days to respond to your case. If you haven't heard back after 7 days, you can close the case and you'll receive your final value fee credit

  • You need to close your case within 60 days of the transaction:

    • If the buyer agrees to cancel, your final value fee will be credited to your account

    • On the 61st day after the end of the transaction, if you haven't closed your case, eBay automatically closes it and you are not credited the final value fee

    • Once your case is closed by you or eBay, you can't reopen the case

Opening your case

Timeline: Up to 45 days after the sale

You need to open your case at the same eBay country site as where you sold the item.

You'll need to go to the Resolution Centre. You can get there any time by clicking Resolution Centre at the bottom of most eBay pages. If you go to the Resolution Centre from your listing in My eBay, your item number will be filled in on the form for you:

  1. Go to My eBay. You may be asked to sign in

  2. Click the Sold link

  3. Next to your listing, select the Resolve a problem link from the pull-down menu, where the Resolution Centre's 'Resolve a problem' form will appear

  4. Select 'I sold an item and want to cancel the transaction' and click the Continue button

  5. Sign in to your account. The 'Cancel a transaction' form will appear:

    • If you get to the Resolution Centre from your item listing, your item number is already filled in

    • If you get there another way, enter your item number and click the Continue button

  6. Under 'Give the buyer a reason for wanting to cancel this transaction', indicate your reason for cancelling and click the Continue button

You can now view or end your case at any time in our Resolution Centre.

3.  We contact the buyer and they respond.

Timeline:

  • We contact the buyer immediately after you open your case

  • The buyer has 7 days from the time you opened your case to respond

The buyer either agrees to or rejects cancelling the transaction.

If the buyer doesn't respond within 7 days, you can close the case and you'll receive your final value fee credit.

4. Close the case

Timeline: Up to 60 days from the date of purchase.

Note: If you close the case, or the 60 days expires and we close it, you can’t reopen it and you can’t open another case for this purchase.

To close the case:
  1. Go to the Resolution Centre and log in

  2. Select the case to be closed

  3. Select one of the following options to close the case:

    • The buyer and I have completed this transaction successfully

    • I want to end communication with the buyer

  4. Enter any final comments in the message box

  5. Click the Close Case button

When your case is closed

  • If your buyer agreed to cancel your transaction, or didn't respond and the case is closed, the seller automatically receives a credit for the final value fee they were charged

  • If you want a refund for your credit, see Requesting a refund from eBay (for sellers)

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