Cancel or Reverse an A-to-z Guarantee Refund

If you no longer need a refund, you can cancel your request before we make a decision or reverse the refund if your A-to-z Guarantee Refund has been granted.

To cancel your refund request or reverse the refund:

  1. Go to Your Orders.
  2. Locate the order.
  3. Select Request refund.
  4. Select Cancel refund request (if the claim is still open) or Reverse refund (if the item is already refunded).
  5. Enter your comments in the text box.
  6. Select Submit.
Note: You'll receive an e-mail notification when our investigation is complete or if additional information is required. All e-mail notifications related to your A-to-z Guarantee Refund request are also available in your Message Centre.
Note: Visit Processing Time of an A-to-z Guarantee Refund to see how long it usually takes to investigate and process requests.