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 canceling the transaction. 

When you cancel the transaction, the buyer will receive a full refund for their order.

Once you cancel, it will take effect immediately. The buyer may leave a review up to 48 hours after the cancellation.

To cancel an order:

  1. On Etsy.com, click Shop Manager.
  2. Click Orders & Shipping.
  3. Access the Cancel an order page, which can be done in two ways: 
    • Desktop only: Click the three-dot icon next to the order you want to cancel. Then, click Cancel.
    • Desktop and mobile web: In the Order Detail overlay, click More actions. Then, click Cancel
  4. Select a reason for the cancellation from the dropdown. You’ll then be able to see the refund amount due to the buyer. 
  5. In the text box below the buyer’s refund total, you can write an optional message to your buyer.
  6. Click Cancel order.

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.

Etsy automatically credits you for the related listing and transaction fees. You won’t accrue any additional fees for canceling. Once the order is canceled, that transaction will be removed from the sales count on your shop homepage. 

Canceled orders appear in Orders & Shipping under the Complete tab.

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

How do I pay for a refund?

If you refund a buyer through your Shop Manager, your Etsy transaction and processing fees for the refunded transactions are automatically refunded to your Payment account. If you don’t have enough funds in your Payment account, your credit card on file will be charged the remaining amount of the refund.

If the order you want to refund is still processing, you can’t refund or cancel yet. Most orders paid for with Etsy Payments to process within 24 - 72 hours.

If you use Etsy Payments, you can refund your order through your Shop Manager:

  1. On Etsy.com, click Shop Manager.
  2. Click Orders & Shipping.
  3. Click the (ellipsis) icon next to the order you want to refund.
  4. Click Issue a refund. If you want to partially refund the transaction, enter the Amount to refund next to the item.

After you issue a refund, you can also cancel the order.

If you use another payment method, like PayPal without Etsy Payments, you’ll need to refund the order through that payment method.

How do I pay for a refund?

If you refund a buyer through your Shop Manager, your Etsy transaction and processing fees for the refunded transactions are automatically refunded to your Payment account. If you don’t have enough funds in your Payment account, your credit card on file will be charged the remaining amount of the refund.

If the order you want to refund is still processing, you can’t refund or cancel yet. Most orders paid for with Etsy Payments to process within 24 - 72 hours.

  1. From Orders & Shipping, click the (ellipsis) icon next to the order you want to cancel.
  2. Click Issue a refund.
  3. Select a Reason for issuing a refund and add an optional Message to buyer.
  4. Next to the order number, click the box by Issue a full refund, then by Cancel Order.
  5. Choose which transactions to cancel. You can cancel some or all transactions in an order.
  6. 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 credits you for the related listing and transaction fees.

Canceled orders appear in Orders & Shipping under the Complete tab.

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

You should coordinate the return with the buyer, wait to receive the returned item, then refund the buyer for their order. Determine:

  1. where the buyer should send the package
  2. the time frame in which you would like to receive it
  3. who will be responsible for the original and return shipping costs

Then, decide how to handle purchasing the shipping label. Either you can purchase the label from the shipping service you prefer, or the buyer can purchase the shipping label.

If you’re purchasing the label, follow these steps:

  1. Purchase return postage on the website of your preferred carrier using your address as the destination and the buyer's address as the origin. If you’re a seller in the US, you may be able to purchase a return shipping label  through Etsy.
  2. Download the label as a PDF.
  3. Email it to the buyer, or send it as an attachment in a message on Etsy. Your buyer can then print the label and use it on their package.
  4. Wait for the package to be returned.
  5. Follow the instructions above to issue a refund for the order.

The buyer can open a case if you’re unable to come to a resolution together. Etsy will stand behind your stated policies as long as they align with our policies.

While shipping issues can happen, by working with the buyer on a solution, you can often ease a frustrating situation and use it to build customer loyalty. You can offer a refund, replacement, and/or work with the shipping service to file a claim if you purchased insurance. As the sender, you’ll need to file a claim for insurance coverage. If you purchased an Etsy shipping label, learn how to file an insurance claim.

Work with the buyer and advise them to check in with their local post office as well as their neighbors. 

In the event that the buyer files a non delivery case, we need to see proof the item was shipped to the address on the Etsy receipt or the address agreed upon in Etsy Messages. Comment in the case log with proof of shipping: 

  • A shipping service receipt
  • A tracking number and/or tracking information that shows the package was delivered to the buyer
  • A customs form (for international shipments)
  • A scanned copy of the delivery confirmation or departure information
Did this help?
Why didn’t this article help you? (select all that apply, required question)

Thanks for your feedback!

Still have questions?

Contact support