How to cancel an Etsy order as a seller

01Before you cancel

• Write to the buyer in Etsy Messages first. Etsy recommends it.
• Check that the payment has finished processing. Etsy says you cannot cancel an order while it is processing. Most orders paid with Etsy Payments process within 24 to 72 hours.
• If you bought a shipping label on Etsy and did not use it, request its refund first.

02How do I cancel an Etsy order?

1. On Etsy.com, go to Shop Manager, then Orders & Shipping.
2. On a computer, select the three-dot icon next to the order, then Cancel. You can also open the Order Detail window, then select More actions and Cancel.
3. Choose a reason from the list. Etsy shows the refund amount due to the buyer.
4. Add a message to the buyer if you want, below the refund total.
5. Choose Cancel order.

In the Etsy Seller app, open the order, go to More and select Cancel order.

03What happens next

• The buyer gets a full refund. Etsy says it can take 3 to 5 days to appear in their account.
• It takes up to 48 hours. That is how long Etsy says a cancellation can take to fully process.
• Your fees come back. Etsy credits the listing and transaction fees and charges nothing extra for canceling. The sale no longer counts in your shop’s sales.
• The order moves to Complete. You find it in that tab of Orders & Shipping.

04Cancel part of an order

Etsy’s page describes a second way. From Orders & Shipping, select the three-dot icon, then Issue a refund. Pick a reason, tick Issue a full refund, then Cancel Order, and choose the items to cancel. Etsy says you can cancel some or all transactions in an order. Finish with Review refund.

To give money back without canceling, use a partial refund. Etsy is clear that a refund alone does not cancel the order.

05Can a buyer cancel an Etsy order?

Not alone. Etsy tells buyers that they may be able to cancel depending on the shop’s policies, and that the seller is the best person to help. So the request comes to you.

If the seller does not help, Etsy says the buyer can choose Open a case on the order once the estimated delivery date has passed. Etsy suggests it when the buyer contacted the seller more than 48 hours earlier.

06If you already ordered from a supplier

A cancellation on Etsy cancels nothing at your supplier. Check that order too: see what to do when a customer wants to cancel.

With Sereane

In Sereane, canceling a sale asks for a reason and a message, then Sereane carries out the cancellation on Etsy once you have asked for it. Sereane does not cancel the supplier order for you. An order that Sereane prepared but you never paid cancels itself at the supplier. If you already paid it, cancel it yourself.