How to Cancel an Etsy Order

In certain circumstances, you, as an Etsy shop owner, can cancel an order. When you cancel an order, Etsy refunds your transaction fee. You may want to cancel an order if the buyer fails to pay, if both you and the buyer agree to cancel the transaction prior to shipment, if you cannot complete the transaction (for example, due to inventory problems), if the item was lost in the mail, or if the buyer returned the item to you.

If you want to renew the listing for the item in question, do so before you cancel the order. Otherwise, you'll lose the listing description, images, and other information — and losing all that would be a drag. Also, if you want to leave feedback for the order, you need to do so before canceling it. After an order is canceled, you can't leave feedback for it.

To cancel an order, follow these steps:

1. While signed in to your Etsy account, go to Your Account.

2. Click the Sold Orders link under Orders.

3. Click the item's name in the Sold Orders page.

   

   The listing opens.

4. Click the View Invoice link.

   

   The order's Invoice page opens.

5. Click the Cancel an Order link in the page's Order section.

   

   The Cancel an Order page opens.

6. Click the transaction that you want to cancel.

7. Click the Reason for Canceling Transaction drop-down list and choose the reason for the cancellation.

8. Answer the questions that appear.

   The precise questions that appear depend on the reason you selected.

9. If you want, type a message for the buyer in the Message to Buyer field.

10. Click the Submit Cancellation button.

After you submit the form, Etsy finalizes the cancellation (it may take up to 48 hours), notifies you and the buyer that the cancellation has occurred, credits your account with any fees associated with the order, and removes all record of the order from the site.