Start from the seller order page
Seller order actions live under Seller > Orders. Open the order first, then choose the action that matches the current state: ship, cancel, refund, or return review.
Marking an order shipped
Shipping is blocked if the order is cancelled, refunded, or not paid. Only processing orders can be marked shipped.
Cancelling an order
Use Cancel on the seller order page. You must enter a cancellation reason, and you can add a comment. The reason is stored on the order.
If you cancel before shipping, the item is put back on sale automatically. If you cancel after shipping, the case is more complex because the parcel is already moving, and support may need to handle it like a return or refund case.
Refunding after cancellation
The seller refund action is available only for paid orders that are already cancelled. It cannot be used on an active order, an unpaid order, or an order already marked refunded.
If the order is not yet cancelled, cancel it first with the correct reason. If the refund should be handled by support or admin, keep the ticket updated instead of changing statuses by guesswork.
Reviewing a return
When a buyer return is requested and the item comes back, use the return review action on the seller order page.
- Match - the returned item matches what was sent
- Mismatch - the returned item is not the same item
- Partial - only part of the order came back
- Damaged - the item came back damaged
If you choose mismatch, partial, or damaged, photo evidence is required. Attach clear photos before submitting. If attachments are disabled on the ticket, reply in the ticket and ask support to enable seller attachments.