Cancel an order as a seller

If something unexpected happens before shipping, you can cancel an order as the seller. Maybe an item got damaged, misplaced, or isn’t available anymore. 

When you cancel an order, the buyer gets a full refund and you don’t need to ship the item. Cancellations can’t be used for partial refunds. 

On this page: 

• When you can cancel as a seller
• What happens when a seller cancels
• How to cancel an order as the seller
• Add a note for the buyer
• Frequently asked questions

When you can cancel as a seller

• Sellers can cancel a purchase before the item is shipped or marked as in transit.
• If you’ve already created a shipping label, you can still cancel the order, just remember not to ship the package.
• Once an order is shipped, you can’t cancel it. If you shipped the wrong item or need help, contact Whatnot Support. 

What happens when you (the seller) cancels 

• The buyer is automatically notified and refunded
• Any pending earnings from the sale are canceled
• If a payout has already started, the sale amount is deducted from your account balance
• Shipping costs are refunded to whoever paid
• If the item was part of a bundle, the rest of the items remain unless they’re canceled too

We understand that cancellations happen sometimes. But if you cancel orders too often as the seller, it can lead to suspension of seller privileges or loss of Early Payout eligibility. Learn more about our Community Guidelines and What Actions We Take. 

How to cancel an order as the seller 

Cancel in the app:

1. Open the app
2. Tap Seller Hub at the bottom of the screen
3. Scroll down and tap Orders
4. Choose the order you want to cancel
5. Tap Cancel Order
6. Confirm 

Cancel on whatnot.com: 

1. Go to whatnot.com
2. Click your account icon in the top right
3. From the Selling tab, click Seller Hub
4. Open the Orders page from the left menu
5. Select the order you want to cancel
6. In the order details sidebar, scroll down and click Cancel Order
7. Select the reason for cancelling and add a note for the buyer
8. Confirm 

Add a note for the buyer

Buyers receive an automatic cancellation notice with information about their refund, but if you’re asked to add a quick note this can help build trust with your buyers. 

Tips for your note: 

• Give a short explanation (1–2 sentences is plenty)
• Keep it neutral and factual
• Offer next steps if you’ll restock or run a similar show

Example note: 

“Hi [buyer’s name], this item was damaged before shipping so I’ve canceled the order. You’ll be refunded in full. I’ll be running similar items in my next show if you’d like to join.”

Frequently asked questions

What if the item I sold is no longer available or out of stock? 

If the item isn’t available anymore, you can cancel the order so the buyer gets a full refund. 

You may be asked to leave a short note explaining what happened, or you can message the buyer directly to let them know.

Can I cancel an order after it’s shipped?

No. Once an order is in transit, it can’t be canceled. 

If you shipped the wrong item or need help with a shipped order, contact Whatnot Support. 

What if the buyer asked me to cancel? 

If a buyer asks you to cancel informally—for example, through a message—ask them to submit a cancellation request through Whatnot instead. Buyers have a limited time to request cancellation request, so it’s important they do it quickly.

Once they submit a cancel request, you can choose to accept or decline it.