You have two options to accept a purchase cancellation request initiated by a customer in PlentyONE. Regardless of the method, you have 10 days to refund the money if the item has already been paid for.

Option 1: Change order status (Recommended for individual processing)

This is the common way to respond to imported requests that have the status eBay cancellation requested.

1. Open the menu: Orders » Edit orders.

2. Search for orders with the status eBay cancellation requested.

3. Select the corresponding order.

4. Change the order status to eBay cancellation accepted.

5. Save the settings.

→ Requirement: Your decision will be communicated to eBay automatically if you have set up the event action accept eBay cancellation.

Option 2: Delete pending order (Only for pending orders)

This method only applies to orders where the purchase process on eBay has not yet been completed (pending orders).

1. Open the menu: Setup » Markets » eBay » Data exchange.

2. Search for orders with the error message: A cancellation has been requested for this order..

3. Select the order and delete it.

→ Advantage: In this case, the decision will be communicated to eBay automatically, even without an event action.