eBay Global Shipping – Cancellation & Refund Policy
This Cancellation & Refund Policy explains when you may cancel a shipment booked through eBay Global Shipping and how refunds are processed. Refunds under this policy are available only to “Pay & Ship” users. “Postpaid” users are not eligible for refunds under this policy. Both “Postpaid” and “Pay & Ship” users can cancel under this policy.
1. Shipment Cancellation Within 24 Hours
You may initiate a cancellation of a shipment through eBay Global Shipping within 24 hours of shipping label creation, provided that the shipment has not yet been handed over to, scanned, manifested, or otherwise accepted by the carrier.
To cancel an eligible shipping label:
- Sign in to eBay Global Shipping.
- Go to Shipment History.
- Locate the shipment you want to cancel.
- Select Cancel Shipment.
- Confirm your cancellation request.
Once the cancellation is successfully processed, the associated shipping label/AWB will be treated as voided and must not be used.
While both “Pay & Ship” and “Postpaid” users can cancel under this policy, only “Pay & Ship” users can obtain refunds under this policy.
2. Cancellation After 24 Hours
After 24 hours from shipping label creation, the self-service cancellation option will no longer be available.
If the shipping label has not been used and the shipment has not been handed over to or accepted by the carrier, you may request cancellation by raising a dispute through the Resolution Center.
To request cancellation:
- Go to the Resolution Center on eBay Global Shipping.
- Select the applicable shipment.
- Choose the appropriate cancellation or refund dispute reason.
- Provide any requested information or supporting details.
- Submit the dispute for review.
Submitting a dispute does not automatically guarantee cancellation or a refund. The request will be reviewed based on the shipment status, carrier records, user payment type, and applicable eligibility requirements.
Any refund approved under this process is available only to “Pay & Ship” users. “Postpaid” users may request cancellation, but no refund will be issued under this policy.
3. Cancellation Eligibility
A shipping label may generally be eligible for cancellation when:
- The shipment has not been handed over to the carrier;
- The shipping label/AWB has not been used;
- The shipment has not been scanned, manifested, picked up, dropped off, or otherwise accepted by the carrier; and
- The cancellation request meets the applicable carrier and eBay Global Shipping requirements.
4. Refund for an Eligible Cancellation
If the shipping label is successfully cancelled and the shipment is eligible for a refund, eBay Global Shipping will initiate a refund for the eligible amount paid for the cancelled shipment.
Refunds are available only to “Pay & Ship” users and the approved refund will be returned to the original payment method used to pay for the shipment.
5. Refund Processing Time
Although eBay Global Shipping shall initiate the refund within 7 business days after a successful cancellation, the time it takes for the refunded amount to appear in your account may vary depending on your bank, card issuer, payment provider, and applicable payment-processing timelines.
Once a refund has been initiated, delays caused by the bank, card issuer, or payment provider may be outside the control of eBay Global Shipping.
6. Shipments Already Handed Over to the Carrier
If a shipping label has already been scanned, manifested, picked up, dropped off, or otherwise accepted by the carrier, it is considered to have entered the shipping process and can not be cancelled through the standard cancellation flow.
Any issue relating to a shipment already in transit will be handled according to the applicable shipping, claims, loss, damage, return, or carrier terms rather than this cancellation policy.
7. Unused Shipping Labels
Simply not using or printing a shipping label does not automatically cancel the shipment or initiate a refund.
You must submit a cancellation request through eBay Global Shipping within the applicable cancellation period and meet the eligibility requirements described above.
After cancellation, you must not use the cancelled shipping label or AWB. If you use a cancelled shipping label to ship any items, you will be charged for the same. Further, eBay may take action against you.
8. Failed or Incomplete Payments
If payment for a shipping label is unsuccessful, the shipment may remain in an Unpaid/Pending Payment status.
No refund is required where payment was not successfully completed or captured.
If an amount is charged despite the eBay Global Shipping platform displaying an unsuccessful payment, such transaction shall be reviewed and, where applicable, the amount will be refunded or reversed in accordance with the payment provider’s processing rules.
“Postpaid” users are not eligible for refunds under this policy. Any billing adjustment for a postpaid account will be handled separately under the applicable postpaid billing or account-adjustment process and will not be treated as a refund under this policy.
9. Duplicate or Incorrect Charges
If you believe you have been charged more than once for the same shipping label or have been charged an incorrect amount, please raise a dispute ticket on the EGS Resolution Center with the relevant shipment and payment details.
We will review the transaction and, where an incorrect charge is confirmed, initiate the applicable refund to the original payment method.
10. Cancellation or Refund Failure
In some circumstances, a cancellation or refund request may not be completed immediately due to carrier availability, shipment status, payment-processing issues, or technical limitations.
If your cancellation or refund cannot be processed automatically, please contact eBay Global Shipping Support for assistance.
Submitting a cancellation request does not guarantee a refund if the shipment does not meet the cancellation eligibility requirements.
11. Important Information
Cancellation of an eBay Global Shipping shipping label only relates to the shipping service booked through the platform. It does not automatically cancel the underlying eBay order, transaction, or buyer purchase. Further, if you use a cancelled shipping label and hand over the item to the carrier, the carrier may charge you applicable fees and charges.
Any cancellation, return, or refund relating to the underlying eBay order remains subject to the applicable eBay policies and processes.
eBay Global Shipping may update this Cancellation & Refund Policy from time to time to reflect changes to carrier requirements, payment processes, platform functionality, or applicable requirements.