How sellers can request a cancellation

Cancelling an order is always unfortunate. It affects both the buyer and Whiskybase, and may result in additional costs or transaction fees for the seller. To keep the Marketplace running smoothly, it is important to handle cancellations carefully and communicate clearly with your buyer.

As a seller, you can cancel any order that has not yet been shipped. Go to Market → My Marketplace → Sold, select the order you wish to cancel, and click Cancel order on the right-hand side of the page.

If the order has not been paid yet, it can be cancelled without any issue or fee. However, if the order has already been paid, Whiskybase will not charge a Marketplace fee, but a transaction fee may still apply from the payment provider.

Note: The buyer will always receive a full refund, and the transaction fee will be charged to the seller regardless of the reason for the cancellation.

When is the seller the cause of the cancellation?

The seller is considered responsible for the cancellation in the following situations:

• The wrong bottle was shipped.

• The bottle’s condition does not match what was agreed upon (for example, a damaged label, broken seal, or any undisclosed flaw).

• The bottle was packed too poorly, and it arrived damaged.

In these cases, the buyer must return the bottle to the seller. The buyer pays the initial return shipping cost, which must then be reimbursed by the seller. The original shipping cost is also covered by the seller.

How to reduce the risk of cancellations:

Most cancellations can be prevented with clear communication and accurate listings. Here are a few things you can do to avoid issues and unnecessary fees:

1. Keep your listings up to date. Many cancellations happen because bottles listed for sale are no longer available.

2. Cancel unpaid orders quickly. If an order has not yet been paid, there is no transaction fee.

3. Update your shipping destinations. Remove countries you do not ship to in your shipping editor to prevent orders from buyers in those locations.

4. Communicate clearly. If you believe a cancellation fee is unfair, discuss it politely with the buyer or contact the Whiskybase Team for mediation.

We understand that cancellations can sometimes feel unfair or unavoidable. Our goal is to make the process as fair and transparent as possible for all Marketplace members while providing the tools and guidance you need to manage your shop confidently.

Note: Not a marketplace seller? Here you can find how to cancel an order and request a refund as a buyer.