Cancelling an order
Updated 5 Oct 2026
Who can cancel an order depends on whether it's been paid.
Unpaid orders (buyers)
If your order shows Payment pending, you can cancel it yourself:
Go to Orders and open the order.
Tap Cancel order.
The items go back on sale. If you don't pay within 30 minutes, the order is cancelled automatically.
Paid orders (sellers)
Once an order is paid, the buyer can't cancel it. The seller can cancel it while it's still Paid, before it has shipped or been handed over:
Go to Sales and open the sale.
Tap Cancel sale.
Give a reason, then tap Confirm cancellation.
When a seller cancels:
the buyer is refunded to their Yews wallet, and any points they used are returned to their points balance,
the item is put back on sale, and
any Pudo booking is cancelled.
If you're a buyer and need to cancel a paid order, message the seller and ask them to cancel it.
After an order has shipped
A shipped or delivered order can't be cancelled. If there's a problem and you added buyer protection, you can report it. See Something's wrong with my order.
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