From May 2021, sellers will no longer need to open an unpaid item case if a buyer doesn't pay. Instead, sellers can simply cancel an order if payment hasn't been made starting on the 5th calendar day from when the listing ended. This change is already available to some sellers – if it's available to you, you'll see Buyer hasn't paid as an option when cancelling an order in Seller Hub or My eBay Sold. If you can't see this option, don't worry – it'll be available to you in the coming weeks.
You can automate how you manage unpaid items by enabling Preferences for items awaiting payment on your account.
If you only sell occasionally or you haven't yet set up your Preferences for items awaiting payment, you can send the buyer an invoice to remind them to pay. Here's how:
- In your Sold items - opens in new window or tab in My eBay, select the item.
- Select More actions.
- Choose Send invoice.
If the buyer still hasn't paid after you've sent the invoice, and it's been more than 4 calendar days since the listing ended, cancel the order by selecting the Cancel order button below and choosing Buyer hasn't paid in the drop down menu.
Once you cancel the order, you'll receive a credit for any applicable fees, and your item will be relisted automatically unless you choose not to relist. We'll also remove any feedback left by the buyer.
Once the order has been canceled, you can make a second chance offer to the next highest bidder if you listed using the auction format.
It's important to cancel any unpaid items within 30 days from the day the buyer commits to buy so the item can be relisted unless you choose not to, and you receive credit for any applicable fees.
You don't have to contact the buyer if they haven't paid – we'll send them reminders to pay. If they don't pay after 4 calendar days, you can cancel the order.
Using Preferences for items awaiting payment
When you enable Preferences for items awaiting payment, you can customize your settings so that orders that aren't paid for will be canceled automatically after 4 calendar days. You can also customize your settings to relist unpaid items straight away. Additionally, any feedback left by the buyer of an unpaid item will be removed. As well as saving you time, enabling Preferences for items awaiting payment also ensures that you receive credit for any applicable fees if a buyer doesn't pay.
You can exclude certain buyers from having orders canceled automatically when you enable Preferences for items awaiting payment on your selling account.
You can only use Preferences for items awaiting payment when you use eBay checkout, which means that the buyer pays through the standard checkout flow, not cash on delivery or with a check.
If you accept cash on local pickup, checks, or money orders on your listings, you'll need to remove these payment methods if you want to use Preferences for items awaiting payment on those listings.
While Preferences for items awaiting payment is available on most eBay listings, including items listed in eBay Motors, Parts & Accessories, it can't be used for vehicle listings in eBay Motors. If you've sold a car and haven't received payment, you can manually cancel an order in Seller Hub - opens in new window or tab or My eBay Sold. - opens in new window or tab