Cancellations
How eBay order cancellations appear and how to handle them on the Order Issues page.
When a cancellation appears
| Case | Opened by | Status |
|---|---|---|
| The customer asks on eBay to cancel the order | Customer | Unresolved while the request is open |
| You set the order as Cancelled from the Orders page and Droopify requests the cancellation on eBay | Seller | Unresolved until eBay closes it |
| You set the order as Cancelled with the Set as Cancelled only on Droopify option | Seller | Resolved |
How to set an order as cancelled: Cancel an order.
Notices of an Unresolved cancellation
Under the row of an Unresolved cancellation, a notice tells you what to do:
| Opened by | What the notice says |
|---|---|
| Customer | eBay recommends accepting customer requests: declining them can cause eBay store defects, disputes or negative feedback. If the product has not shipped yet, accept on eBay and refund |
| Seller | You opened the request: wait for the customer's response or handle it on eBay. Seller-initiated cancellations hurt your eBay store metrics |
Cancellation reason
If the customer gave a reason, a second notice starting with "Reason given:" appears.
| Reason given | What Droopify suggests |
|---|---|
| Wrong or incomplete shipping address | Confirm the address with the customer before accepting: often updating it with the supplier is enough |
| The customer changed their mind | Accept and refund |
| Order placed by mistake | Accept and refund |
| The customer found a better price elsewhere | Consider accepting or offering a discount |
| The customer fears the package won't arrive in time | If it has shipped, send the tracking number; otherwise accept |
| Wrong payment method | Accept: the customer can buy again |
| Wrong shipping method | Update the shipping if you can, otherwise accept |
| Product unavailable at the supplier | Accept as soon as possible and avoid new orders on the same listing |
| Order unpaid | The cancellation happens by itself when the payment deadline expires |
Handling a cancellation
- In Order Issues read the notices under the row.
- On eBay open the order and accept or decline the cancellation request.
- Go back to Droopify: the status updates automatically. To avoid waiting, click Update on the row and then Update in the popup.
What changes in the order
- While the cancellation is Unresolved, on the Orders page the order shows the notice "The customer has requested to cancel this order..." (or "You opened a cancellation request...") with the link Click here to view the request, which opens Order Issues on that order.
- When eBay closes the cancellation, the order moves to the Cancelled status (Order statuses), its profit becomes 0 and the row stays here as Resolved.
- If eBay closes the request without granting it, for example because the order has already shipped, the cancellation is removed from the order: if it has no other issues, the order leaves this page.
- If the cancellation is no longer valid (for example the parcel arrived) and the order still shows the wrong status, you can remove it without resetting the order: see Clear Order Issues.