Facebook Marketplace is likened to a mini e-commerce platform that connects sellers and buyers to exchange, buy, and sell goods. This platform allows both buyers and sellers to cancel orders. If you are a seller on Facebook Marketplace and receive an order that cannot be fulfilled, you can cancel your order. In today’s article, we will share how to cancel a Facebook marketplace order as a seller. Please refer now!
Note before canceling orders on Facebook Marketplace
For Buyers
In case you are the buyer and cancel an item, it means canceling the entire order.
You can only cancel an order on Facebook Marketplace up to 30 minutes after placing the order.
If you cancel your order late and cannot do so, you can still return the item within 30 days from the date of purchase. However, this refund policy does not apply to final sale items.
For Sellers
To cancel an order on Facebook as a seller, you need to make sure the order you want to cancel on Marketplace is sold with payment and shipping as long as the order is not marked as Shipped. Because then Facebook will not charge you or the buyer a cancellation fee for such order cancellations.
Once an order is marked as Delivered, you cannot cancel the order. However, you can enter your tracking number after updating your status to get paid.
If the buyer requests to cancel the order and you still fulfill the order within seven days, the order will be automatically canceled.
Canceling an order may affect your delivery performance.
How do order cancellations affect shipping performance?
Marketplace in some cases. However, this will affect the metrics and shipping performance of the seller. However, this will impact the seller’s shipping metrics and performance. At the same time, it also affects people’s reviews and ratings on Facebook Marketplace.
Facebook Marketplace defines seller cancellation rate as the percentage of canceled orders fulfilled by the seller or Facebook, excluding pending orders. This is one of two metrics that determine a seller’s Shipping Performance, and the other is the Missing Fulfillment Rate (orders canceled or not delivered within three days).
The cancellation rate should be less than 10% of a merchant’s total orders at any given time. When this milestone is about to be reached or has been reached, Facebook will notify the seller. At this point, the consequence is that the seller’s shipping rights are suspended for 60 days. The shipping request listing will be removed from Marketplace during this time.
If this metric drops persistently, the seller may be permanently banned from selling using the shipping service. As a seller, you need to stay on top of your Cancellation Rate through tracking on the Insights tab of your seller dashboard.
That’s why asking the buyer to cancel the order from them is always recommended instead of canceling the order on Facebook as the seller. Because the buyer’s actions will not affect the seller’s performance and keep the seller’s records clear and transparent.
In case there is no reason to ask the buyer to cancel the order. In this case, send the damaged product, accept your mistake, and refund the buyer after asking them to cancel the transaction. This can help you maintain your seller metrics without affecting shipping performance.
Whatever the reason, you should always notify the other party (seller or buyer) before canceling an order. Also, read the refund policy and other terms for better understanding.
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How to cancel an order on Facebook as a seller
You should not cancel orders on Facebook Marketplace as a seller to ensure the effectiveness of your operations. However, in urgent cases, you can still cancel orders on Facebook as follows:
If the buyer’s order is cash on delivery, you need to send a message about canceling the order with a valid reason. Also, delete any meeting plans you have with the buyer by logging into your Facebook account and selecting the Marketplace icon at the top of the screen or the left-hand menu.
Then, find the list on your Marketplace profile and open it. Next, scroll down to the chat section and open the message box with the relevant person. Finally, send a message about canceling the order and provide a valid reason. Also, click on the Update package button and select Cancel package below.
In case the buyer has paid and used the payment option, you can cancel the shipping order and notify the buyer. Then, refund the buyer immediately according to the terms and policies.
You can find all these options in the Selling or Your Listings section. However, not every location has these options available on Facebook Marketplace.
How to cancel orders on Facebook Marketplace as a buyer
Different from canceling orders on Facebook as a seller, canceling orders on Marketplace as a buyer should be done according to our following instructions:
First, log in to your Facebook account and click the Marketplace icon in the left-hand menu. Then, click on the Buy option on the left side, and here you will see all your orders in the right-hand panel.
Then, click on the order you want to cancel and press the Message Again button in the bottom right corner. Now, send a message to the seller that you want to cancel the order with a valid reason. Also, cancel any purchased item meetings if you have made them beforehand.
If you want to cancel a paid order, click the Payment option on your Marketplace page. Then, cancel your order or delivery and notify the seller to be refunded.
You should note that if your order is marked as Delivered, you cannot cancel the order and request a refund. Therefore, you should cancel orders on Facebook Marketplace as quickly as possible.
Refund process on Facebook Marketplace
Instead of canceling orders on Facebook as a seller, you should request the buyer to cancel the order because they are likely to agree if you provide a valid reason. If you successfully persuade the buyer to cancel the order, you need to refund them immediately.
By accessing Your listings on Facebook Marketplace, find the mentioned order and click on Refund. The amount will be deducted from your pending payment and transferred to the buyer within 2 – 3 days. The refund process for buyers requesting a return order is also applied similarly.
According to Facebook Marketplace’s Buyer Protection Policy, buyers can request a refund within 45 to 60 days from the delivery date or the estimated delivery date. This is valid if the purchase has the Buyer Protection badge on the listing, the order has been processed using on-site payment, and shipping has also been purchased on this platform.
The following reasons qualify for a refund: the buyer did not receive any items or received damaged or significantly different items from what was described in the listing or accompanying images on Facebook Marketplace. Additionally, purchases made without the buyer’s consent or the buyer not comply with the refund policy stated on their listing.
If Facebook makes a favorable decision for the buyer and you want to appeal, you can do so within 10 days of the resolution of the case. Additionally, provide additional evidence such as documents, and images to help your appeal succeed. Facebook will review the decision, and you will get your money back if Facebook finds your appeal reasonable.
Through the shared content above, you now know how to cancel orders on Facebook as a seller. However, you should not do this as it will affect shipping performance and business on Marketplace. Instead, contact the buyer first and request their assistance in canceling the order and refunding if necessary.
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Frequently asked questions
Your Facebook Marketplace order may be canceled due to payment issues, damaged items, out-of-stock, communication issues, and other emergencies.
The answer is Yes. You can always cancel an FB Marketplace order before it ships. Both buyer and seller can cancel it without any cost.
The answer is yes. You can cancel an order after checkout on FB Marketplace as long as the seller hasn’t shipped the item yet. However, to avoid disputes, you should always read the terms and policies before paying and requesting a refund.
