Talk to the buyer

Cancel the transaction in our Resolution Centre

We contact the buyer and they respond

Close the case

When your case is closed

If you've sold an item but can't go through with the sale, you can cancel the transaction in our Resolution Centre and you may receive a credit on your Final Value Fee.

Possible reasons for canceling the transaction are that the item is no longer available or in good condition, you sold it to someone else, or there's some other reason you can't complete the sale.

Note: When you cancel a transaction, there’s no action against the buyer. If your buyer didn't pay you, see What to do when your buyer doesn't pay (unpaid item process).

1. Talk to the buyer.

To receive a credit on your Final Value Fee, you'll need the buyer to agree to cancel the transaction. Contact your buyer and ask him or her to agree to cancel the transaction and let them know they'll be getting a note from eBay to start the process. Here are some tips for communicating with your buyer.

2. Cancel the transaction in our Resolution Centre.

You'll open a case at our Resolution Centre, which creates a dialog between you and the buyer through our system and tracks your case for you. Read more about how to use the Resolution Centre.

Timing is important

• You can open an unpaid item case in the Resolution Centre as early as 4 days after the sale and up until 32 days after the sale if you don't receive payment from the buyer.

• The buyer has up to 4 days send payment after the case is opened. During this time the buyer can also contact you to request a payment extension or another arrangement. Of course you can agree to the buyer's request, but you're not obligated to make special arrangements.

• You need to close the case within 36 days of the sale date.

  • If the buyer agrees to cancel, your Final Value Fee will be credited to your account.

  • On the 37th day after the item has ended, if you haven't closed the case, eBay automatically closes it and you do not receive a final value fee credit. Your trading partner won't automatically receive an unpaid item on their account.

  • Once  the case is closed by you or eBay, you can't reopen it.

Opening your case

Timeline: 4 to 32 days after the sale

You need to open the case at the same eBay country site as where you sold the item.

To get to the Resolution Centre, click here or click Resolution Centre at the bottom of most eBay pages. You can also get to the Resolution Centre from your listing in My eBay, and your item number will be filled in on the form for you:

You can now view or end your case at any time in our Resolution Centre.

3.  We contact the buyer and they respond.

Timeline:

• We contact the buyer immediately after you open your case.

• The buyer has 4 days from the time you opened your case to respond.

If the buyer doesn't pay within 4 days, you can close the case and an unpaid item may be recorded on the buyer's account. If the buyer has contacted you and you've agreed to extend the payment deadline, you can wait up to 36 days after the item ended to close the case.

4. Close the case

Timeline: As soon as 4 days and up to 36 days from the date of purchase.

• If you close the case or the case expires (37 days after it is opened) you won't be able to reopen it or open another case for this purchase.

• When a case is closed automatically, the buyer won't automatically receive an unpaid item recorded on their account.

• You can close the case if the buyer doesn't send payment within 4 days.

To close the case

When your case is closed

• If your buyer agreed to cancel your transaction or didn't respond, you'll receive a credit to your seller's account for the Final Value Fee within 7-10 business days of closing the case.

• If you want a refund for your credit, see Requesting a refund from eBay (for sellers).