Order cancellation policy

We understand that there are occasions when orders need to be canceled. Once an order has been placed, buyers have the option to request an order cancellation until the order has shipped. Only the seller can cancel it.

This policy has been updated to reflect a simplified process for buyers and sellers to request and manage order cancellations.

 

Canceling an Order

Purchases on Eyby can be canceled by the seller. Buyers can request a cancellation, but it's up to the seller to accept or decline the request. If multiple items were purchased as part of the same order, all items will be canceled.

An order cannot be canceled if:

• The seller has shipped the item or the item has been collected in person

• The buyer has reported that the item hasn't arrived

• The buyer has opened a return request

• It's more than 30 days since the order was placed

 

A seller can cancel an order if:

• The buyer hasn't paid within the time allowed

• The buyer used the wrong shipping address at checkout

• The item is out of stock (this will result in a transaction defect)

 

A buyer can request to cancel an order if:

• They changed their mind about the purchase

• They made a mistake during checkout

• They are unable to pick up the item

When a buyer submits a request to cancel their order, the seller can choose to accept or decline the buyer's request.

 

Actions & time frames for order cancellations

Action		Time frame
Seller initiated cancellations:
The seller cancels an order Learn more about how sellers can cancel an order.		Latest: 30 calendar days after the seller receives notification that the item has sold If the buyer doesn't pay, the seller can cancel the order after 4 calendar days Learn more about Resolving unpaid items with buyers.
Buyer requested cancellations:
	The buyer requests to cancel an order Learn more about how buyers can request to cancel an order.	Latest: 30 calendar days after the order, or up to the point the seller indicates the order has shipped or the item has been collected in-person
	The seller responds to the buyer's request	Latest: 3 calendar days after the request date If the buyer has paid for the order and the seller doesn't respond within this time frame, we'll close the request and the order won't be canceled   If the buyer hasn't paid for the order and the seller doesn't respond within this time frame, we'll automatically cancel the order

 

Refunds

If the buyer completed payment through Eyby checkout and the seller cancels the order, a full refund will be issued to the buyer's original payment method.

If payment was not completed through Eyby checkout and the seller cancels the order (for example, payment on pickup), the seller will be responsible for issuing a full refund to the buyer.

 

Abusing the order cancellation process

Sellers aren't allowed to abuse the order cancellation process. A seller should never cancel an order and select an incorrect cancellation reason, including falsely claiming that the buyer failed to pay. Learn more in our Unpaid item policy.

 

Other terms and related policies

• Once an order has been canceled, it can't be undone

• A seller may be eligible for fee credits for canceled orders

• A buyer can still leave feedback on a canceled transaction, unless the order was canceled because they didn't pay for the item. Learn more in our Unpaid item policy

• Canceling an order because the item is out of stock will result in a transaction defect, as sellers are responsible for fulfilling the items they've sold. Learn more about the factors that affect a seller's performance level