Cancellations and your account health
When the system cancels an order by itself, when the buyer may cancel, how you cancel, and what counts against your account health.
In this article
Every cancellation leaves a buyer without their order, so the system tracks it closely. Some cancellations never count against you; others are recorded as a problem in your account's performance.
Who cancels, and when
| Who cancels | When | Counts against you? |
|---|---|---|
| The system | You didn't accept within 48 hours | Yes: "Not accepted in time" |
| The buyer | Before you accept | No |
| The buyer | You accepted but didn't ship, and the "Ship before" date has passed | Yes: "Shipped late" |
| You | Before shipping, in "Awaiting you" or "Ready to ship" | Yes: "Cancelled by you" |
| The buyer at the door | A cash-on-delivery order in "Shipped" | No |
| The system | The online payment wasn't completed within 30 minutes | No (the order never reached you) |
Automatic cancellation
If 48 hours pass without you accepting, the system cancels the order at its next check, which runs every few minutes. The buyer sees "Cancelled automatically" with the reason "The seller didn't answer the order in time".
The buyer cancelling over late shipping
After the ship-by date, if the order is still "Ready to ship", the buyer sees: "The seller is late shipping; you can cancel this part." They can cancel it themselves, and it counts against you as a late shipment.
How you cancel
- Open the order from Orders.
- Press "Cancel" and fill in "Reason for cancelling". The buyer sees it, so write it clearly and politely.
- Press "Cancel" again to confirm.
You can't cancel once the order has shipped.
What happens after any cancellation
- The quantities go back to your offers' stock automatically.
- Any store credit the buyer spent on this part goes back to their wallet.
- Nothing for this part is recorded on your balance.
How cancellations affect your account health
The system works out your account health from the last 30 days of orders. The three problems are added together: not accepted in time, shipped late, and cancelled by you.
| Level | When | Effect |
|---|---|---|
| "Excellent" | No problems | None |
| "Rating lowered" | One problem or more | Your rating drops and your offers show less often |
| "Warning" | 3 problems, or 5% of 20 orders or more | A warning banner in the seller center, and a bigger effect on how often your offers show |
| "Account closed" | 6 problems, or 10% of 20 orders or more, once the warning has stood 3 days | Your offers are hidden from the store until Majyk Danya's team reviews the account and reopens it |
Details in Account health and Suspension and appeal.