The short answer: Open the item in My Orders and use the cancellation or return action when available. Listings inherit the seller account policy. New shops start with a 30-day return setting; sellers can customize it and describe exclusions, and existing orders retain their recorded terms. Eligibility still depends on the item, order status, seller terms, and marketplace policy.
Cancellation, return, and refund are different
An action appears only when the order line is eligible. Different items from the same checkout can have different windows, product types, sellers, and outcomes, so open the exact item instead of assuming one request covers the full order.
| Request | When it applies | Typical next step |
|---|---|---|
| Cancellation | Before the item passes its allowed cancellation status or time window. | Seller or marketplace reviews the request before fulfillment advances. |
| Return | After fulfillment, when the product and order status are eligible and within the return window. | Buyer provides reason and evidence, then follows the approved return instruction. |
| Refund | When an approved cancellation, return, shortage, or adjustment requires money to be credited back. | The platform records the approved amount and the payment method controls final posting time. |
Request an order cancellation
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1
Open My Orders
Find the correct item using its order or invoice number.
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2
Open order details
Check its current status and whether Cancel Order is available.
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3
Choose a reason
Explain the issue clearly and submit only once.
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4
Monitor Cancellation Requests
The request remains separate from the original order status while it is reviewed.
Create a useful return request
Open the delivered item and choose the available return or refund action. Select the most accurate reason and describe what arrived, what was expected, and whether the packaging or item was damaged.
Provide clear images or other requested evidence without exposing payment data, passwords, or unrelated personal information. Keep the item and packaging until instructions are issued; sending it to an unapproved address can delay resolution.
- Use one request for the correct order line and quantity.
- Photograph damage, labels, packaging, serial numbers, or discrepancies when relevant.
- Do not alter or continue using an item if that could affect eligibility.
- Follow the approved carrier, label, address, and deadline exactly.
Understand refund amount and timing
The approved refund can differ from the original order total when only part of an order or quantity is returned. Shipping, tax, discounts, commission reversals, restocking rules, and marketplace policy can affect the calculation.
After EzBuyCo records a refund, a bank, card network, wallet, or payment provider may need additional time to post it. Review the order and transaction history first; if the expected posting window has passed, contact support with the order number, approved amount, request ID, and payment method.
Escalate with a complete record
Keep communication inside the marketplace whenever possible. A useful support request includes the order number, affected item and quantity, timeline, seller response, tracking or return tracking, requested outcome, and evidence with sensitive information hidden.
For a package marked delivered but missing, complete the location checks in the tracking guide before opening a post-delivery request.
Frequently asked questions
Why is the cancel button missing?
The order may have passed its allowed status or cancellation window, or the product type may use different rules.
Does submitting a return guarantee a refund?
No. The request must meet the applicable eligibility rules and may require seller or marketplace review and return evidence.
Why has an approved refund not reached my bank?
Banks, card networks, wallets, and payment providers can require additional posting time after the marketplace records the refund.
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