mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I'm not sure I understand your question, but I'll try.
If you purchased something from a seller that you would like to have the order cancelled, you should email your seller right away and ask if they would please cancel the order. Seller's do not have to do that, but you can certainly ask.
If you are saying that Ebay has taken some action against this seller and you aren't likely to get the item you purchased and paid for, you can open an Item Not Received claim in Ebay one day PAST the due date for delivery that is stated in your purchase record.
If you are the seller and you are having some type of problem with your account and can not complete the transaction with your buyer, you can go to your Resolution Center and cancel the transaction. This will cause a defect on your selling account, but one won't hurt you.
During the cancellation process you should be able to refund your buyer. If for some reason that option does not come up. After you file for the cancellation, go to your PayPal account and refund the buyer from the transaction.
It is important to take care of your customer as quickly as possible. Make sure you email your customer and tell them that you had a business issue and cancelled the transaction and refunded their payment in full. There is no need to go into some lengthy reason why you have to cancel, but you need to say something and be polite and professional.
