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How can I cancel a sale?
There are situations where you may need to cancel a sale – for example, if a buyer has not paid or if the item was returned.
Tip
On Orsetto, this process is called "Stornierung" (cancellation) and is designed to protect both buyers and sellers fairly.
When can I cancel a sale?
• The "Cancel sale" button becomes available 14 days after the purchase date.
• From that point, it remains active for an additional 60 days.
• This means you can request a cancellation between the 14th and 60th day after purchase.
• Only sellers can initiate a cancellation.
Reasons for cancellation
1. Buyer did not pay.
– The buyer failed to complete payment within the 14-day payment window.
2. Item was returned.
– You accepted the return and have already refunded the buyer.
The buyer sees your request in their order details and has 7 days to accept or reject it.
Scenarios
Scenario A – Buyer does not respond (only applies if "did not pay" was selected):
- Orsetto automatically leaves a negative rating on the buyer's profile for non-payment.
- This helps protect other sellers.
Scenario B – Buyer accepts the cancellation:
-The paid sales commission (Erfolgsprovision) is automatically settled:
-If you have outstanding fees, the amount will be deducted from your balance.
-If no outstanding fees remain, the amount will be credited as account balance (Guthaben) in your Orsetto account.
This balance can be used for future Boosts, videos, or commissions.
Scenario C – Buyer rejects the cancellation:
- This indicates a dispute between buyer and seller.
- Both parties will gain access to a Dispute Form, which remains open for 60 days.
- Customer service can review the case and assist if needed.
Tip
Always wait for the 14-day payment window to expire before initiating a cancellation.
Good to know
Commission refunds are processed automatically – they will either offset any outstanding fees or appear as balance in your Orsetto account
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