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kbs4 How do I cancel or refund a customer's order

Are you the buyer? You might be looking for this article instead >> How to cancel an order that I have placed

Advice for sellers

How to cancel an unpaid order, or refund and cancel a paid order

Cancelling unpaid orders

We have found that some non-paying buyers have problems with payment that are eventually sorted out. This could be computer problems or a problem with PayPal. Unless the order has clearly been made in error, please give the buyer a chance to pay and contact them to see if they need help before cancelling the sale. If there are Paypal issues you can try sending the buyer a Paypal invoice or money request directly to their email address via your Paypal account, or organise another form of payment. If you receive payment by this method, please mark the order as paid on the order detail page so that you can update the shipping status.

If you do not hear from your buyer within a few days, we have to assume that they have changed their mind, and you should cancel the order.

More information: What if the buyer does not pay?

How to cancel the order

You can cancel unpaid orders using the ‘Manage orders’ button on the main screen in the admin area search for the order and click on it to View order details

Clicking on the 'Save Changes' button and change the new status to cancel will delete the order from the system and send a cancellation email to the buyer. This puts the item back for sale in your shop without further charge and the commission fee for the order will be removed from your bill.

Cancelling paid orders

Returns

Buyers are entitled to cancel an order even if the goods are not faulty, as long as they contact you in writing within the number of days that you specified in your terms from receiving their order. They can do this by emailing you or by sending you a standard cancellation form. Please see our Sales & Returns Policy for information about the buyer's rights to cancel their order.

If your buyer cancels an order that they have received, you will need to contact them to organize the return of the item.

Refunds

To cancel a paid order, you will firstly need to refund the customer from your Paypal account. To do this, please log into your Paypal account and select 'issue refund' from the dropdown menu alongside the transaction.

How to cancel a paid (refunded) order 

Once you have issued the refund, You can cancel any orders using the ‘Manage orders’ button on the main screen in the admin area search for the order and click on it to View order details

Clicking on the 'Save Changes' button and change the new status to cancel will delete the order from the system and send a cancellation email to the buyer. This puts the item back for sale in your shop without further charge and the commission fee for the order will be removed from your bill.