Failed sale

Sometimes sellers and buyers agree to cancel a transaction, for example if the item was damaged or a misunderstanding arose. It is of course never pleasant when this happens, but we are now launching a feature to make it easier for both parties to handle situations where a sale does not go through.

How does an unpaid sale request work

Only the seller can initiate a request to cancel a purchase. Just as before, it is possible to report a buyer who has not paid within this flow, but you now also have the option to cancel a purchase where both parties have agreed to void the transaction.

• Go to the sold list and find the order or item whose sale is to be cancelled. (At present, it is only possible to cancel all purchases within an order — it is not possible to remove individual items from an order).
• Click on "More actions"
• Click on "Unpaid sale"

If the buyer has not paid and you have not agreed to cancel the purchase:

• Select "Report buyer"
• The commission fee is credited automatically
• The buyer receives a strike in the system; if the behaviour is repeated, the buyer's account may be suspended

If both parties have agreed to cancel the purchase:

• Select "Do not report buyer"
• The request is sent to the buyer to confirm the cancellation
• Once the buyer has accepted, the commission fee is credited automatically
• If the buyer does not respond or the request is declined, the purchase will not be counted as cancelled. We recommend that you only use this feature after both parties have reached an agreement