Cancelling an order
Distinguish cancelling the sale from a customer request, and check the cancellation and message outcomes separately.
On this page
Check which sale and request you are handling
Cancellation is an action on the eBay sale, different from archiving in Qublo or manually choosing Waiting, Shipped or Delivered. Before starting, open the order and compare the eBay ID, store, product and current status.
Distinguish a cancellation you want to request from one already opened by the buyer. If a request exists, read it before creating another. Also check whether the product has already been purchased on Amazon: cancelling the eBay sale is not confirmation that the supplier purchase has been cancelled.
Check whether the action is available
The status menu offers Cancel order when the order and integration allow it. The action may be blocked if the order is marked shipped or delivered, is already cancelled, has a pending cancellation or the session cannot edit data.
If you read The cancellation integration is not configured, Qublo is not simulating a cancellation. Check the sale directly on eBay and report the message to support. Changing the manual status or removing the order from the list does not resolve that requirement.
Start cancellation from the status menu
- Open Orders and find the sale using its eBay ID.
- Open the status menu and click Cancel order.
- In the Cancel order dialog, check the product and order number.
- Under Cancellation reason, choose the option describing the actual case: The buyer asked to cancel or Address issues.
- Check any customer message.
- Click Cancel order and wait for the result.
Those are the two reasons shown in the dialog. Do not choose a reason that differs from the facts just to complete the procedure.
Check the message when the dialog offers it
If Send message appears, you can choose whether to send a customer communication as well. With the option enabled, reread the text and preview. Template variables must correspond to the open order. A blank message with sending requested is flagged and must be corrected.
This choice belongs to the current operation: check it even if you have configured a general store template. Availability depends on features permitted for the account. If the dialog does not show it, do not infer that a message has already been sent or is ready to go.
Read cancellation and communication outcomes separately
A confirmation such as Order… cancelled concerns the recognised cancellation. The notice The order was cancelled, but the message to the customer was not sent distinguishes two results: the sale is cancelled, while the communication needs attention.
In that case, do not repeat the cancellation to try to send the message. Check the conversation and use the customer messaging process if needed. If the response is uncertain or the dialog retains an error, verify the sale's status on eBay before retrying.
Handle a request already opened by the buyer
On Orders, you can open cancellation requests; the section for orders with issues may show them alongside other cases. Check the reference, reason and status. When available, Approve cancellation and Reject cancellation act on the existing request.
Use only an active action for that case and wait for the outcome returned by eBay. If case retrieval is not configured or the request is blocked, go to the marketplace to check its status. Do not treat the absence of buttons as confirmation that the request is resolved.
In the requests panel on Orders, the actions are called Accept request and Reject request; case details use the cancellation-related labels. In either case, check which request you are handling and read the confirmation returned before moving on to the customer message.
Example and final check
In a demonstration case, the buyer asks to cancel before shipment. Search for the ID, check the request and choose the process for handling that existing request. In another case, you report a real address issue: check the data and use the corresponding reason in the seller dialog.
Afterwards, verify the correct sale on eBay, then reread status and conversation in Qublo. If the product had already been purchased from the supplier, check the Amazon purchase separately. For support, prepare the eBay ID, store, selected reason and message received. For a return after the sale, continue with Reading and managing returns and disputes.