Sell custom products with Printify
Is something off with your Etsy order? Maybe it’s stuck in processing, the shipping address changed, or it doesn’t match the advertised listing – it happens!
So what’s next? Whether you’re a buyer looking for a refund or an Etsy shop manager handling a cancellation request, here’s how to cancel an Etsy order smoothly.
How to cancel an Etsy order as a buyer?
Etsy customers can’t cancel an order themselves, but they can receive a partial or full refund by submitting an Etsy cancellation request to the seller directly. You need to follow Etsy’s buyer guidelines and the seller’s shop policies.
You can only submit an Etsy cancellation request before shipping. Here are the steps to begin the cancellation process:
1. Sign in to your Etsy account.
2. Navigate to your account icon in the top right corner and select Purchases and reviews from the drop-down menu. Then, find the order you want to cancel.
3. Click on the Help with order button under the order status to request cancellation.
4. Etsy will create an auto-generated message for the seller. Here, add additional information about the reasons for your cancellation.
5. Click Send help request to submit the message to the seller.
Wait for the seller’s response, and they will decide whether to accept the cancellation based on your information and their shop policies.
If you’ve contacted the seller within 48 hours and haven’t received a response yet, you can choose to open a case through Etsy’s Purchase Protection program.
Canceling an order without an Etsy account
Did you buy a product as a guest without logging in and can’t access your purchase history? You can still submit an Etsy cancellation request from a guest purchase.
Link your order to a new or existing Etsy account. Locate the email receipt from when you placed the order and click View your order.
Follow the steps to sign in or create a new account on Etsy – it has to be the same email address used for your guest order. Once connected, submit a request by following the steps outlined in the previous section.
If necessary, contact Etsy’s transaction service for missing order details via [email protected].
How to cancel an Etsy order as a seller
You can cancel an order as a seller anytime if it meets Etsy’s policies and cancellation criteria.
Make sure you’ve gathered all the information from the buyer before issuing a cancellation.
Cancel a customer’s order as an Etsy seller:
1. Access your Etsy seller Shop Manager dashboard from the top right corner. Then, navigate to the Orders & Shipping page.
2. Go to the Cancel an order page. On a desktop, click on the three-dotted icon next to the order and choose Cancel. On the Etsy App, click More actions in the Order detail overlay and choose Cancel.
3. Select the reason for cancellation from the drop-down menu and write an optional message to the buyer in the text box. This page will also show the refund amount owed to the buyer.
4. Click Cancel order. Transactions via Etsy Payments process automatically within two to four business days. If the buyer paid using a different payment account, you’ll need to refund them manually using the same payment method.
To check whether an order is successfully canceled, go to Orders & Shipping and view the Complete tab in your Etsy account.
Read our ultimate guide on how to manage products and orders using Printify.
How can Etsy sellers issue a refund for a canceled order?
Issue a full or partial refund for an order to the original payment method through your Shop Manager.
Sellers may issue refunds based on their own store policy and Etsy cancellation criteria if:
- The Etsy store owner accepts the customer’s cancellation request.
- The buyer was overcharged for shipping.
- The buyer forgot to apply a discount or coupon for their order.
Refund a customer’s order as an Etsy seller:
1. Go to your Etsy Shop Manager and select Orders & Shipping.
2. Click on the three-dotted icon next to the order and choose Refund.
3. Select the reason for the refund in the drop-down menu and write an optional message for the customer.
4. Check the Issue a full refund box if applicable, or enter the Amount to refund if you want to cancel an order with a partial refund.
5. Select Review refund and click Submit when done.
When can you cancel an order on Etsy as a seller?
Only an Etsy seller has the authority to cancel an order. However, buyers can request an order cancellation via Etsy Messages if the order meets Etsy’s cancellation criteria.
Acceptable reasons for order cancellation
In general, canceling orders as an Etsy seller should always be a last resort. While buyers can request cancellations through Etsy Messages, approval is up to you.
Here are valid reasons for canceling an order and how to handle each situation professionally.
Buyer requests
Sometimes, a buyer changes their mind or finds a better deal elsewhere. If they request a cancellation before the order ships, it’s best to process it promptly to maintain a positive customer experience and your shop’s reputation.
Always confirm the request through Etsy Messages for clear documentation.
Inventory errors
If a listed product is out of stock due to an oversight, canceling may be necessary.
Apologize to the buyer and supply a full refund or a similar replacement item if possible. Keep your inventory updated to prevent these situations in the future.
Production issues
Delays or defects in production can sometimes make fulfilling an order impossible. If this happens, inform the buyer of their order and shipping status as soon as possible. Offer an alternative product or issue a full refund to avoid negative feedback.
Pricing mistakes
If you accidentally list an item at the wrong price, you may need to cancel and relist the product correctly. In these cases, reach out to the buyer, explain the situation, and provide a discount or alternative solution to maintain customer satisfaction.
Shipping problems
If an order cannot be delivered due to customs restrictions or an incorrect address, cancellation might be necessary. Before proceeding, try to resolve the issue by confirming and updating the buyer’s address or other shipping details.
Payment issues
If a buyer fails to complete a payment within Etsy’s required timeframe, you can cancel the order. Always message the buyer first to give them a chance to resolve the issue before proceeding with cancellation.
Seller’s policy violation
If a buyer violates your shop policies, such as sending harassing messages or attempting to bypass Etsy’s rules, you have the right to cancel the order. Document the incident and, if necessary, report it to Etsy’s support team.
Quality concerns
If you discover a product is defective before shipping (which can sometimes happen to, say, vintage items) and can’t provide a suitable replacement, cancel the order and issue a refund.
Communicate with the buyer to explain the situation and offer a discount on future purchases to maintain customer trust.
All of the instances mentioned above must follow Etsy’s cancellation policy requirements:
-The order meets at least one of the listed criteria.
-The item is not yet delivered. If the buyer has already received the item, they must request a return according to the seller’s shop policies.
-The cancellation does not infringe upon Etsy’s anti-discrimination policy.
-The seller refunds the buyer in full, including shipping, if all criteria are met.
Seller tips for smooth cancellation processes
Order cancellations are never ideal – but there are some things you can do to make the process as seamless as possible for both you and the buyer.
Have clear order cancellation policies
Add a store policy for cancellation processes through your Etsy Shop Manager under the Cancellations tab.
Tick the checkbox to show that your store allows cancellations. Then, choose from a list of Etsy’s cancellation templates, available in English, French, and German.
Make sure you outline clear instructions for when a customer cancels an order. Try to include answers to the following questions:
- Is there a time limit for receiving order refunds?
- Is disliking the product a valid reason for cancellation?
- What are the conditions for returning a damaged item?
- Does your store offer refunds for return shipping costs?
Issue timely refunds
If a buyer requests cancellation and doesn’t receive a timely answer, they may open a case against the seller and get Etsy involved as a moderator.
Resolve customer issues promptly to maintain store credibility and minimize any fees and penalties resulting from inaction.
Communicate promptly and professionally
Respect each customer’s concerns and respond professionally and quickly. Communicate that you’re doing everything you can to get the issue resolved, and buyers will be more likely to leave positive reviews.
Keep track of your cancellations
View all cancellations in your Orders & Shipping tab. Look for patterns in refund requests and find ways to prevent similar issues in the future.
Need a break but don’t want to shut down your shop? Etsy Vacation Mode lets you pause orders while keeping your store visible.
Activate it in Shop Manager, set an auto-reply, and update your return date. Just don’t stay away too long – prolonged inactivity can affect your Etsy shop’s search ranking.
How to retain customers when they cancel Etsy orders
Sometimes, order cancellations are unavoidable. The most important thing to do from here is making sure the experience doesn’t stop your customers from coming back.
1. Be understanding
Respond with patience and professionalism. If a buyer changes their mind or has concerns, ask what went wrong. Understanding their reason helps you improve your customer service.
2. Offer solutions and alternatives
Suggest alternatives like a different size, color, or another product. If shipping delays are an issue, provide an updated timeline. A proactive approach can turn cancellations into successful sales, maintaining customer satisfaction.
3. Ask for feedback
Even if the order is canceled, request feedback. This insight helps you refine your product, listing descriptions, and customer experience. A polite follow-up message shows you care about their opinion.
4. Special offers or discounts
Encourage future purchases by offering a discount or free shipping on their next order. This turns a lost sale into an opportunity to retain a potential repeat customer.
5. Improve product descriptions and policies
If multiple customers cancel for the same reason – like sizing issues or shipping times – adjust your product descriptions and shop policies. Set clearer expectations to reduce future cancellations.
6. Stay in touch and nurture customer relationships
Just because they canceled doesn’t mean they’re gone forever. Send a friendly message and offer customers to join your email list to notify them about new products, sales, or restocks.
How can you cancel an Etsy order on Printify?
If you’re a Printify merchant, canceling an order on Etsy won’t cancel it on Printify. For that, you need to access the Orders tab on your Printify account to cancel an order directly.
If an order request is already sent to production, cancellation may no longer be possible. You can still click Cancel order, and our Merchant Support team will reach out to try and find the best solution.
Master the marketplace and find valuable tips by reading our beginner’s guide on selling products on Etsy.
FAQ: Etsy order cancellations
Log in to your Etsy account, find the order you want to cancel, and click Help with order. From there, you can submit a refund request to the seller. Note that this does not guarantee cancellation.
There is no official message from Etsy stating that canceling an order negatively affects the store’s ranking. However, repeated cancellations can hurt your shop’s credibility with customers.
Etsy sellers can refuse to cancel an order if it doesn’t comply with Etsy’s cancellation criteria and the store’s refund policies.
Etsy transaction and listing fees are only refunded from a cancellation if the sale was made through Etsy Payments.
If a buyer paid but wants to request a cancellation, they can reach out to the seller directly. Click Contact on the Etsy shop page and send a message explaining the request.
The cancellation is only processed if the seller agrees and the buyer’s reasoning complies with Etsy’s guidelines and the store’s return policy.
To cancel an order on Etsy, go to Purchases and reviews, find the order, and click Contact to message the seller. If the seller accepts returns and agrees with your reasoning, they will cancel the transaction and issue a refund via Etsy Payments.
Keep in mind that cancellation policies vary by shop, so check the seller’s terms before submitting a request.
Summary
And that’s how to cancel an order on Etsy. Whether you’re a buyer or seller, follow our step-by-step guide to make the process seamless.
For sellers on this online marketplace, handling cancellations professionally can turn a lost sale into a future opportunity. Clear policies, quick responses, and a customer-first approach help maintain trust and encourage repeat business.
