Cancelling an order
How to cancel an eBay order from the Orders page with Set as Cancelled, on eBay or only on Droopify.
Before you start
- The order is Pending, Ordered, Shipped or Delivered: for other statuses the option doesn't appear.
- If an automatic order is running for the order, stop it first with Cancel Purchase (Purchase Product) or wait for it to end.
- If you already purchased the product from the supplier, cancelling on eBay doesn't cancel that purchase: handle it on the supplier's website.
Set as Cancelled
- In the Status column open the status menu and pick Cancelled. Order Cancelled opens.
- In Cancellation reason pick Address issues, Customer asked to cancel or Out of stock or other issue.
- With Send message on, the customer receives the message in the box. The text starts from the cancellation message set in the eBay store (Automatic messages) and you can edit it; words in braces, such as
{buyer_first_name}and{product_title}, are replaced with the order data. - Tick Set as Cancelled only on Droopify if you don't want to touch eBay.
- Press Set as Cancelled. The order status has been updated to Cancelled successfully. appears.
Note:
With Out of stock or other issue you don't get the order fees refunded. The popup recommends picking another reason.
Cancelling on eBay and only on Droopify
| Choice | What happens |
|---|---|
| Not ticked | Droopify requests the cancellation of the order on eBay. If a cancellation already exists, the order is updated with its data. If eBay reports the order is already fully refunded, the order is considered cancelled |
| Set as Cancelled only on Droopify | The order becomes Cancelled in Droopify right away; nothing changes on eBay |
What happens next
- The order profit is set to zero.
- Until eBay closes the cancellation, the order keeps its status and You opened a cancellation request for this order. … appears under it, with a link to the request.
- When the cancellation is closed the order becomes Cancelled and has no more actions in the status menu.
- The cancellation appears in Order Issues, where you also find cancellations requested by the customer.
Cancel, cancel purchase, delete
| Action | Effect |
|---|---|
| Set as Cancelled | Cancels the order on eBay (or only on Droopify) |
| Cancel Purchase | Stops the automatic order before it starts; the eBay order stays valid |
| Delete | Removes the order from the Droopify list; nothing changes on eBay |
Possible errors
| Message | What to do |
|---|---|
| Please select a cancellation reason before proceeding. | Pick a reason |
| You can't perform this action: an automatic purchase is in progress for this order. … | Cancel the purchase or wait for it to end |
If the operation fails, the popup shows the reason instead of the success message: a Droopify message, like those in the table, or eBay's text as it is. In this case the order status is not updated: fix the problem shown and try again.