Order was cancelled. What happened?

Orders may be cancelled for the following reasons:

Seller’s inactivity or lack of information

An order will be automatically cancelled if:

The seller fails to download the shipping label in time (5 business days).
The seller fails to send an item on time (5 business days).
The seller sends an item using a different shipping method from the one that the buyer chose.
The seller fails to press the "I confirm that I’ve sent this order" button when using custom shipping

Note

The automatic cancellation may not happen immediately after the missed deadlines. If the seller sends the order after the deadline but before the automatic cancellation, we would ask the buyer to refuse the parcel, so that it gets returned to the seller.
After the order gets cancelled, the buyer will receive a refund. Refund processing time depends on the buyer’s payment method.

If the automatic cancellation doesn’t happen immediately after the deadline, both the seller and buyer can cancel the order manually. Afterwards, the seller can relist the item.

Shipping problems or issues with the parcel

We may cancel the order if:

The item was damaged in transit.
The item got lost or was returned to the seller.
The item was significantly not as described in the seller’s listing.

For the cases mentioned above, the buyer needs to press "I have an issue" — when this happens, we’ll put the transaction on hold and investigate the claim.

Note

The order may also be cancelled if the item was purchased with Item Verification or Electronics Verification and it failed verification. In this case, we’ll return the item to the seller and fully refund the buyer.