Why was my order cancelled?
Updated 23 October 2026 · For buyers
Usually it wasn't paid in time, or the seller didn't accept it within 72 hours or couldn't ship it. If you'd paid, you're refunded. The reason is on your order.
Where do I see the reason?
Go to Orders → View all orders, open the order and press Show Details. It says who cancelled it and the Cancellation reason.
Why do orders get cancelled?
Reason | Did I pay? | Is there a refund? |
|---|---|---|
Not paid within the time limit | No | No refund |
You cancelled it before paying | No | No refund |
The seller couldn't sell it (out of stock, damaged, or not available to ship) | Yes | Full refund, including the platform fee |
The seller didn't accept it in time | Yes | Full refund, including the platform fee |
Reshelf cancelled it, for example a payment problem | Depends | Refunded if we received your money |
Unpaid orders are cancelled 3 hours after they're placed. A paid order the seller doesn't accept is cancelled after 72 hours.
When do I get my refund?
See When will I get my refund?. Make sure your refund bank account is saved in your Profile, or the refund might be slower than expected.
Can I still buy the book?
Yes, if it's back on sale you can place a new order, but a cancelled order can't be brought back.
I think it was cancelled by mistake
Contact support with your order number. If you've paid, please include your slip so we can help you faster.
Still need help? Contact support