Check the order status, payment record, and terms shared with the buyer before cancelling. Find out whether the item has only been discussed, set aside, packed, or handed to a carrier; each stage affects what can happen next.
Respond promptly and explain the available next step in plain language. If a refund or other remedy may be due, follow applicable consumer requirements and do not delay a valid obligation while waiting for an internal stock update. Record what the buyer agreed.
Release a held item only after confirming the cancellation and checking that it remains saleable. If packing began, inspect it before returning it to available stock. Keep the decision and any refund record with the order, and correct the listing if the cancellation exposed an inaccurate detail. Tell the buyer when the cancellation has been recorded.
