# Cancellations

> How Droopify shows eBay cancellations in Order Issues: who opens them, reasons, notices, what to do on eBay and what changes in the order.

Source: https://docs.droopify.co/en/cancellations
Last updated: 2026-10-20

How eBay order cancellations appear and how to handle them on the [Order Issues](https://docs.droopify.co/en/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](https://docs.droopify.co/en/cancel-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

1. In **Order Issues** read the notices under the row.
2. On eBay open the order and accept or decline the cancellation request.
3. 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](https://docs.droopify.co/en/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](https://docs.droopify.co/en/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](https://docs.droopify.co/en/clear-order-issues).