Agreed Cancellation for Auction Orders

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Friendly Reminder: This feature is designed for amicable negotiation between buyers and sellers — it should only be used when both parties genuinely agree to cancel. Please do not abuse this tool.

Why agreed cancellation matters

Currently, auction orders cannot be cancelled per platform policy. However, buyers sometimes make accidental purchases or impulse buys and then request the seller to cancel. The new Agreed Cancellation feature provides a negotiation environment within Seller IM: when both parties agree a cancellation is necessary, the order can be cancelled with buyer responsibility, protecting the seller from undeserved penalties.

What is agreed cancellation

Agreed cancellation is a new tool in your Seller IM workspace. When a buyer insists on cancellation and you both decide the order should not go through, you start the cancellation from the order card, the system sends the buyer a confirmation card, and the order is only cancelled once the buyer confirms
This feature works for all order types (including but not limited to auction orders), only before shipment, and applies to the entire order (partial-item cancellation is not supported).
Two things to keep in mind:

• You can start an agreed cancellation only before the order is shipped.
• Cancellation applies to the entire order — partial-item cancellation is not supported.

Entry point: open Seller IM workspace → open the order → tap Cancel order. The first time the Cancel order button appears, a quick tip bubble points it out; tap X to dismiss it.

How to use it

Seller flow — starting an agreed cancellation

1. In your Seller IM workspace, open the order you want to cancel and tap Cancel order.
2. Choose the cancellation reason.
3. The system automatically sends a cancellation card to the buyer with the order and refund details.
4. The buyer responds on the card:
   • Yes, confirm → the order is cancelled and the refund is created and processed automatically — no review needed.
   • No, keep order → nothing changes; the order continues.
5. The card refreshes itself with the result. A pending card expires automatically if the buyer does not respond within 24 hours, if the conversation ends, or once the order has shipped.

Buyer flow — what your buyer seesWhen a buyer opens an auction order detail page and taps Cancel items, a Cancellation Policy message explains that auction orders cannot be cancelled directly and invites them to Message seller. That takes the buyer straight into a chat with you in Seller IM (no chatbot in between), so you can agree on the cancellation and send the card.

Frequently Asked Questions (FAQs)

Which orders can use agreed cancellation?All order types are supported, as long as the order has not shipped. Cancellation applies to the entire order — partial-item cancellation is not supported.
How soon is the refund issued?Once the buyer taps "Yes, confirm" on the cancellation card, the after-sales request and refund are created and processed automatically.
Does the cancellation card expire?Yes. A pending card expires automatically if the buyer does not respond within 24 hours, if the conversation ends, or once the order has shipped.