Cancel an order as a seller

If you need to cancel an order, you can do so as a seller before it ships. However, cancellations may result in a fee, so it’s important to understand how cancellations work, when fees apply, and how to avoid them when possible.

Below you'll find: 

• What happens when you cancel as the seller
• How to cancel an order as the seller
• How cancellation fees work
• When a fee may (or may not) apply
• Tips to avoid cancellations
• Frequently asked questions (FAQs)

Are you a buyer? Request to cancel your order. 

What happens when you cancel as the seller

Orders can be canceled before the item is shipped or in transit. 

Before submitting a cancellation, please double-check the order details and avoid cancelling for preventable reasons. If you cancel an order for a reason within your control, a $3 or 3% (whichever is higher) cancellation fee will apply. 

• If you’ve already created a shipping label, you can still cancel, but do not ship the package. 
• Once an order has shipped, it can’t be canceled. 
• If you shipped the wrong item or need help, contact Whatnot Support.

If you decide to cancel:

• The buyer is automatically notified and receives a full refund.
• 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 for them.
• The cancellation fee is automatically deducted from your seller balance
• If the order was part of a bundle, the remaining items stay active unless canceled separately.

How cancellation fees work 

To help maintain a trusted and reliable buyer experience, Whatnot may charge a cancellation fee when a seller cancels an order.

Fee amount: 

• The fee amount is $3 or 3% of the order total, whichever is greater
• Your first seller cancellation fee is waived 
• You’ll always see whether a fee applies before you confirm the cancellation

How the fee is charged:

• Automatically deducted from your seller balance
• Shown as a line item on your Order Receipt and Seller Ledger
• Viewable anytime from your Balance and Ledger pages

When a fee may (or may not) apply

A cancellation fee may apply if:

• A seller cancels an order after it’s been placed
• A seller cancels after a shipping label has been generated
• The cancellation is due to issues that are usually avoidable, such as:
  • Missing or misplaced inventory
  • Incorrect listing details
  • Item condition not matching the listing
  • Changing your mind about the sale price
  • Unexpected shipping costs

Cancellations that may not result in a fee:

• Some situations are outside the seller’s control and may be exempt from fees, including:
  • Buyer-requested cancellations
  • Shipping carrier issues
  • Order problems unrelated to seller actions
  • Break-related cancellations when a break does not fill (if applicable)

How to cancel an order as the seller 

Before you cancel an order, note that this action is final and can’t be undone.

Cancel in the app:

1. Tap Seller Hub at the bottom of the screen
2. Scroll down and tap Orders
3. Choose the order you want to cancel
4. Tap Cancel Order 
5. Choose a cancellation reason, and add a note for the buyer if prompted
6. If a fee applies, you’ll see a warning before continuing
7. Tap Cancel Order to confirm 

 Cancel on whatnot.com: 

1. From whatnot.com, click your account icon in the top right
2. Under the Selling tab, click Seller Hub
3. Open the Orders page from the left menu
4. Select the order you want to cancel
5. Scroll down in the order details and click Cancel Order
6. Choose a reason, then add a note for the buyer if prompted
7. If a fee applies, you’ll see a warning before continuing
8. Click Cancel Order to confirm 

Add a note for the buyer (recommended) 

Buyers automatically receive a cancellation notice and refund confirmation. If prompted, adding a short note helps maintain trust.

Tips for your note:

• Keep it short (1-2 sentences)
• Be neutral and factual
• Share next steps if applicable (restocks, future shows)

Example:

“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.”

Tips to avoid cancellations

Most sellers avoid cancellation fees by building strong listing and inventory habits:

• Confirm inventory availability before going live
• Make sure item condition matches the listing
• Set prices and shipping details you’re confident in
• Use drafts, templates, and tools to reduce listing errors
• For Breaks: ensure you have enough inventory to fill all spots

Maintaining accurate listings and organized inventory helps create a reliable buyer experience and keeps your fulfillment success rate strong. You can track this on your Account Health page.

Frequently asked questions (FAQs)

What if the item I sold is no longer available?

• 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 a 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, so it’s important they do it quickly.
• Once they submit a cancellation request, you can choose to accept or decline it.

What if I canceled a buyer's order by mistake? 

Accidental cancellations can’t be undone. If this happens, you can message the buyer directly and relist the item if they’re still interested.

Will I see the fee before cancelling?

• Yes. Before you confirm a cancellation, you’ll see whether a fee applies and the amount.

How much is the cancellation fee?

• $3 or 3% of the total order (whichever is greater). The fee will be shown during cancellation, before you confirm. 

What if I disagree with a fee?

• You can contact Support if you believe the cancellation was outside of your control. A review may be completed based on the details you provide.