Once a buyer makes a purchase, only the seller can cancel a sale. Once you cancel the transaction, the buyer will receive a full refund for their order.
If you're unable to complete a transaction, we recommend that you notify the buyer over Etsy Messages before canceling the transaction.
How to cancel an order
To cancel an order:
- On Etsy.com, go to your Shop Manager.
- Select Orders & Shipping.
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Access the Cancel an order page, which can be done in two ways:
- Desktop only: Select the three-dot icon next to the order you want to cancel. Then, choose Cancel.
- Desktop and mobile web: In the Order Detail overlay, select More actions. Then, choose Cancel.
- Select a reason for the cancellation from the dropdown. You’ll then be able to see the refund amount due to the buyer.
- In the text box below the buyer’s refund total, write an optional message to your buyer.
- Choose Cancel order.
To cancel a sale on the Etsy Seller App, go to More and select Cancel order
Before you begin the process of canceling an order:
- First, check that your transaction meets the requirements in Etsy's cancellation policy.
- Request refunds for any unused shipping labels associated with the order.
- Gather any information from the order that you may need for your records.
What happens after I cancel a sale?
Once it is canceled, Etsy considers an order or transaction to be over and voided. However, it can take up to 48 hours for the cancellation to fully process, and 3 to 5 days for the refund to appear in the buyer’s account. During this time, a review can be left and edited if the order is still within its review eligibility window.
Canceling a sold-out item doesn't put the item back in your shop, but you can quickly renew it.
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.
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.
Currently, PayPal is no longer operating in Russia, which means orders shipping from the country can’t be made on Etsy. If you have any open orders in Russia, we recommend you send your buyers or sellers a message. You can also contact PayPal directly with concerns about your payment.
If you use Etsy Payments, you can refund your order through your Shop Manager:
- On Etsy.com, open Shop Manager.
- Select Orders & Shipping.
- Choose the … (ellipsis) icon next to the order you want to refund.
- Choose 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.
- From Orders & Shipping, select the … (ellipsis) icon next to the order you want to cancel.
- Choose Issue a refund.
- Select a Reason for issuing a refund and add an optional Message to buyer.
- Next to the order number, select the box by Issue a full refund, then by Cancel Order.
- Choose which transactions to cancel. You can cancel some or all transactions in an order.
- Choose Review refund.
If the buyer paid via Etsy Payments, Etsy will credit 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:
- Where the buyer should send the package
- The time frame in which you would like to receive it
- 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:
- 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.
- Download the label as a PDF.
- 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.
- Wait for the package to be returned.
- 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.
Beginning August 1st, we’re introducing a new program for sellers when there’s an issue with orders that do not arrive to buyers.
Under this new Purchase Protection policy, Etsy may refund buyers for qualifying orders below $250 USD (including shipping and taxes) and you’ll keep your earnings from the sale. To learn how orders qualify for Etsy Purchase Protection, check out our site announcement here.
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