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Once a buyer makes a purchase, only the seller can cancel a sale. Once you cancel the transaction, the buyer will receive a full refund for their order.
If you’re unable to complete a transaction, we recommend that you notify the buyer over TuttiReal Messages before canceling the transaction.
How to cancel an order
To cancel an order:
- On TuttiReal.com, go to your Shop Manager.
- Select Orders & Shipping.
- Access the Cancel an order page, which can be done in two ways:
- Desktop only: Select the three-dot icon next to the order you want to cancel. Then, choose Cancel.
- Desktop and mobile web: In the Order Detail overlay, select More actions. Then, choose Cancel.
- Select a reason for the cancellation from the dropdown. You’ll then be able to see the refund amount due to the buyer.
- In the text box below the buyer’s refund total, write an optional message to your buyer.
- Choose Cancel order.
To cancel a sale on the TuttiReal Seller App, go to More and select Cancel order
Before you begin the process of canceling an order:
- First, check that your transaction meets the requirements in TuttiReal’s cancellation policy.
- Request refunds for any unused shipping labels associated with the order.
- Gather any information from the order that you may need for your records.
What happens after I cancel a sale?
Once it is canceled, TuttiReal considers an order or transaction to be over and voided. However, it can take up to 48 hours for the cancellation to fully process, and 3 to 5 days for the refund to appear in the buyer’s account. During this time, a review can be left and edited if the order is still within its review eligibility window.
Canceling a sold-out item doesn’t put the item back in your shop, but you can quickly renew it.
If the buyer paid through TuttiReal Payments, then you’re done! However, if the buyer paid through another method, like PayPal, you’ll need to refund them through that payment method.
TuttiReal automatically credits you for the related listing and transaction fees. You won’t accrue any additional fees for canceling. Once the order is canceled, that transaction will be removed from the sales count on your shop homepage.
Canceled orders appear in Orders & Shipping under the Complete tab.
How do I pay for a refund?
If you refund a buyer through your Shop Manager, your TuttiReal transaction and processing fees for the refunded transactions are automatically refunded to your Payment account. If you don’t have enough funds in your Payment account, your credit card on file will be charged the remaining amount of the refund.
If the order you want to refund is still processing, you can’t refund or cancel yet. Most orders paid for with TuttiReal Payments to process within 24—72 hours.
If you issue a refund to the buyer, it does not automatically cancel the order. You’ll still need to cancel the order from the Orders & Shipping page.