How to Cancel a Sale

Etsy sellers can cancel a sale. If you bought something on Etsy and you want to cancel the order, you need to contact the seller.

How to cancel an order

First, check that your transaction meets the requirements in Etsy's cancellation policy.

If you're unable to complete a transaction, we recommend that you notify the buyer over Etsy Messages before cancelling the transaction. If the buyer already paid, you must issue a full refund. Keep records of refunds in the event a dispute arises.

To cancel an order:

  1. On, click the Your Account icon.
  2. Click Shop Manager.
  3. Click Orders & Delivery.
  4. Click the (ellipsis) icon next to the order you want to cancel.
  5. Click Issue a refund.
  6. Select a Reason for issuing a refund and add an optional Message to buyer.
  7. Next to the order number, click the box by Issue a full refund, then by Cancel Order.
  8. Choose which transactions to cancel. You can cancel some or all transactions in an order.
  9. Click Review refund.

If the buyer paid through Etsy Payments, then you’re done! However, if the buyer paid through another method, like PayPal, you’ll need to refund them through that payment method.

There is a 48-hour holding period until the cancellation is processed. If you used Etsy Payments, Etsy then automatically credits you for the related listing and transaction fees.

Cancelled orders appear in Orders & Delivery under the Complete tab.

Cancelling a sold-out item doesn't put the item back in your shop, but you can quickly renew it.

I ordered an item and I want to cancel it

If you bought something on Etsy and you want to cancel the order, contact the seller. Only sellers can cancel transactions.

Sellers may accept returns, but in most cases are not required to do so unless they state they do in their shop policies or are required by local laws. You can find the seller’s shop policies on their shop homepage. Read sellers' shop policies carefully and contact sellers before dispatching a return.

If a buyer asks to cancel an order, respond to their Message and work with them to find a solution quickly. 

If you don't normally accept cancellations, you can consider making an exception as it can help increase customer satisfaction and loyalty. However, cancelling an order is up to you. You can specify if you accept cancellations in your shop policies.

If you decide to cancel the order, you can refund, then cancel an order from your Sold Orders page. Click the icon by the order and click Issue a refund. You must issue a full refund to cancel an order.

Then click the icon again and click Cancel a transaction.

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