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Buyer or sellers may cancel an order with a valid reason. For a list of reasons to cancel an order, see our Order Cancellation Policy. Cancelling an order will return all items from the order to the seller's inventory and the order status will change to Cancelled.
| | Order Cancellation Requirements | |
The option to cancel an order will appear only if the following conditions are met:
For Sellers:
- An Order Cancel Request (OCR) is Filed – The order may be cancelled immediately if the seller filed the OCR. If the buyer filed the OCR, it is strictly up to the seller to agree to order cancellation.
- A Non-Paying Buyer (NPB) Alert is Filed – The NPB must be active for two weeks if buyer responds or one week if buyer does not respond. The option to cancel also appears if the NPB is filed and buyer agrees to accept penalty for cancellation (this status is NPX).
- The Buyer's Account is Terminated
For Buyers:
| | Request and Complete Cancellation | |
An order can never be reinstated after cancellation.
For Sellers:
- Go to the Problem Order page and enter the order ID. If the order is eligible for cancellation, you will see the option to file an OCR.
- Select the option to file an OCR and choose the reason. Our form requires your comments on the order. Click the Take Action button.
- You will now see the option to cancel along with options for returning the items to your inventory. Review the inventory options, select the option to cancel, and click the Take Action button. Choosing to edit items before returning them to inventory will add steps to the process.
For Buyers:
- Go to the Problem Order page and enter the order ID. If the order is eligible for cancellation, you will see the option to file an OCR.
- Select the option to file an OCR and choose the reason. Our form requires your comments on the order. Click the Take Action button.
- The order status is changed to OCR and the seller is notified. It is strictly up to the seller to agree or not agree to cancel the order.
- If the seller agrees to cancel, the order is cancelled. If the seller does not agree, the order reverts to its previous status.
| | Return Items to Seller's Inventory | |
If an item is already in the seller's inventory, that item will be Consolidated with the same inventory item. Otherwise, the item will be added as a new lot to the seller's inventory.
On the Problem Order page, below the option to cancel the order, sellers can choose to edit items before returning them to inventory. Sellers can edit or delete any items in the order before the items are returned to their inventory. Sellers can also select whether they want to consolidate items with existing items in their inventory using old or new values. The process of editing items consists of four steps.
- Select Consolidation Options
- Edit Items
- Verify Items
- Upload Items to Inventory and Cancel Order
If the seller decides not to edit items or the buyer cancels the order with NSS or NRS, then the order is canceled in a one-step process where the items are consolidated using old values for all item fields. Items are not returned to the seller's inventory if the buyer cancels the order with NSS or NRS or if the seller’s account is terminated.
| | Pending Order Item Removal Requests | |
If there are any Order Item Removal Requests in pending status, these requests are cancelled when an order is cancelled.
| | Seller Fee | |
For orders not cancelled through NSS or NRS, the fee for that order is reset to $0.00 and the seller’s account balance is adjusted. Orders cancelled in a different month from initiation will remain on the seller’s bill for the previous month. Any fees paid for cancelled orders are then credited toward the next billing invoice. See our Fees & Billing Policy page for further information.
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