Cancelling an order

Plans change. Before an item has been handed over or posted, either the buyer or the seller can cancel the order.

How to cancel

1. Open the order from My orders.
2. Tap Cancel order near the bottom of the page.
3. Confirm.

The buyer is refunded in full straight away, including postage and the buyer protection fee, and the item goes back on sale. You'll both get an email, and a note is added to your chat.

Refunds usually take 5 to 10 working days to reach the buyer's account.

When you can't cancel

Once the seller has entered the buyer's handover code, or marked the item as posted, the order can't be cancelled. If something's wrong with the item, report a problem instead.

Buyers

If you've changed your mind, it's polite to message the seller to say so before you cancel.

Sellers

If you cancel a sale yourself, an automatic review saying you cancelled is added to your profile. It helps buyers know which sellers are reliable.

If the buyer has asked you to cancel, ask them to cancel it from their order page instead. That way no automatic review is added.

Orders that aren't posted

If a postage order isn't marked as posted within 5 days of payment, it's cancelled automatically. The buyer is refunded and the seller gets an automatic review.

Accepted offers

If an offer has been accepted but not paid for yet, either of you can cancel it from Offers. There's no charge, and the item goes back on sale.