how do I cancel an order that I have previously declined a cancellation request on?

[titans*luton]

As I say, I previously declined a cancellation request in good faith but the buyer has messed me around so when I try to "cancel order" now, the system won't let me as "a cancellation already exists". I don't want to refund them as I haven't got their funds yet so stuck in a bit of a doom-loop. Help please anyone?

[*vyolla* · Accepted solution]

Now that you've declined the cancellation request it's no longer possible to cancel your end, so you'll need to contact eBay and see if they can manually cancel it for you.

I’ve found that the easiest route to contact eBay Customer Services is via the link below where you can request a call back:

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[titans*luton]

Many thanks - on it now!

[marco@ebay]

Hi titans*luton, thanks for your post.

If the cancellation request was actioned, the request will be gone, which means you cannot change it from cancelled to accepted or vice versa. I just want to clarify that us (eBay), cannot cancel an order on the seller's or buyer's behalf, that is something we cannot do. However, you still have the option to cancel the order or send a full refund from the order details.

You just need to go to the order in question, click on it to open the transaction details, and then click on the "More actions" drop down menu. There you will see an option to cancel the order or send a refund, in this case you can select "cancel order" and that will cancel the order and issue a refund for the buyer. I've attached a screenshot here for better visibility as well. 👍

Thank you,

Marco