Cancel Orders on Etsy as a Seller

Cancel Orders on Etsy as a Seller

Table of Contents

  1. Introduction
  2. Understanding the Orders Page
  3. Cancelling an Order
    1. Finding the Receipt Number
    2. Issuing a Refund
    3. Cancelling the Transaction
  4. Dealing with Unhappy Customers
  5. Conclusion

How to Cancel an Order on Etsy

Etsy is a popular online marketplace for buying and selling handmade and vintage items. As a seller, there may come a time when you need to cancel an order, either because the customer requested it or for other reasons. In this guide, we will walk you through the step-by-step process of canceling an order on Etsy, ensuring a smooth and hassle-free experience.

1. Understanding the Orders Page

Before we dive into the process of canceling an order, it's essential to familiarize ourselves with the Orders page on Etsy. To access this page, go to your Shop Manager and click on the "Orders" tab. Here, you will find a list of all your current and past orders, organized into various tabs such as "Open," "Completed," and "Cancelled."

2. Cancelling an Order

2.1 Finding the Receipt Number

To begin the cancellation process, you need to locate the specific order you wish to cancel. Look for the receipt number, located on the right-hand side of the order details. Clicking on the receipt number will open up all the information related to that order, including the payment method and shipping status.

2.2 Issuing a Refund

The first step in canceling a transaction is issuing a refund. Click on the "Manage Order" button under the "Order" section. On the next page, you will find an option to "Issue a Refund." Etsy provides several reasons for issuing a refund, such as if the buyer and shop owner agreed to cancel the transaction or if the item was not as described.

When selecting the reason for the refund, it's crucial to choose the one that best fits your situation. For example, if a customer changed their mind and no longer wants to purchase the item, you can select "Buyer and shop owner agreed to cancel a transaction." Be sure to write a polite and cordial message to the buyer explaining the refund.

You then have the option to issue a full refund or a partial refund. If you decide to issue a partial refund, enter the dollar amount in the designated box. Make note of how the refund will affect the tax and total amount to be deducted from your account.

2.3 Cancelling the Transaction

After issuing the refund, you need to go back to the order details page. Instead of the drop-down menu, you will now see an option to "Cancel a Transaction." Clicking on this will take you to the second step in the cancellation process.

On this page, you will be prompted to confirm the cancellation and select the specific item (if there are multiples) you want to cancel. Choose the quantity or make any necessary adjustments. Provide a reason for the cancellation, such as "Buyer and shop owner agreed to cancel a transaction," as before. Answer any additional questions and submit the cancellation.

It's important to note that the cancellation may take a couple of days to fully process and disappear from your orders list. The customer and you will receive a cancellation notice immediately, and any fees associated with the transaction will be refunded.

4. Dealing with Unhappy Customers

Occasionally, you may encounter customers who are unhappy with their orders for various reasons. It is essential to handle these situations with professionalism and care. If you need assistance in managing unhappy customers, be sure to check out our video called "Unhappy Customers" for helpful tips and guidance.

5. Conclusion

Canceling an order on Etsy can be a straightforward process if you follow the correct steps. Understanding the Orders page, issuing a refund, and canceling the transaction are crucial elements of canceling an order successfully. Remember to communicate effectively with the customer throughout the process and maintain a positive and professional attitude. By doing so, you can ensure a positive experience for both you and your customer on Etsy.


  • Learn how to cancel an order on Etsy in a few simple steps
  • Understand the Orders page and its various tabs
  • Issue a refund for canceled orders
  • Cancel the transaction and notify the customer
  • Handle unhappy customers with professionalism and care


Q: Can I cancel an order if I have already shipped it? A: If the order has already been shipped, it may not be possible to cancel it. In such cases, it is advisable to communicate with the customer and find a suitable solution.

Q: Will I receive a refund on the fees associated with the canceled transaction? A: Yes, when you cancel a transaction, the associated fees will be refunded to you.

Q: Can I issue a partial refund for an order? A: Yes, you have the option to issue a full or partial refund based on your agreement with the buyer.

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