# Cancelling an order

> Cancel an eBay order from Droopify with Set as Cancelled: reason, message to the customer, cancellation on eBay or only on Droopify and what happens next.

Source: https://docs.droopify.co/en/cancel-order
Last updated: 2026-10-16

How to cancel an eBay order from the [Orders](https://docs.droopify.co/en/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](https://docs.droopify.co/en/fulfill-order)) 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

1. In the **Status** column open the status menu and pick **Cancelled**. **Order Cancelled** opens.
2. In **Cancellation reason** pick **Address issues**, **Customer asked to cancel** or **Out of stock or other issue**.
3. 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](https://docs.droopify.co/en/ebay-store-messages)) and you can edit it; words in braces, such as `{buyer_first_name}` and `{product_title}`, are replaced with the order data.
4. Tick **Set as Cancelled only on Droopify** if you don't want to touch eBay.
5. 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](https://docs.droopify.co/en/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.