Canceling a MarketplaceDirect Order

KB Article #2212

Orders that you cannot fill can be canceled. Canceled MarketplaceDirect orders must still be processed through eBay using The buyer and I agree to cancel a transaction option. Once this process is completed, the buyer will receive a refund through your payment method. You will need to cancel the order in both MarketplaceDirect and eBay.

Notes:

MarketplaceDirect orders cannot be deleted or archived.
Cancellations are regarded as “defective orders” by eBay and impact your performance rating. Keep an eye on your Seller Rating to ensure it stays Above Standard. You can see your performance dashboard here: https://www.ebay.com/sh/performance.

To cancel an order:

From the MarketplaceDirect Overview, double click on the order you wish to cancel.
Click Cancel Order at the bottom of the MarketplaceDirect details window.
The Cancel Order window will display. Type a note to the buyer, letting them know why they order cannot be filled.
Click Yes, cancel.
The order Status will change to Canceled. Canceled orders will automatically be archived after 15 days. Once you have canceled an order, an email will automatically be sent to the buyer. (Click here to view a sample email.)
Next, open eBay and sign in.
Click My eBay.
From the My eBay: Summary sidebar, click Sold.
Locate the item that need cancelled and click the More actions () option.
Click Cancel order.
From the I sold an item section, select a reason.
Click Continue.
Type the reason for the cancellation.
Click Continue.
The buyer will be send a notification of the cancellation.