A return may be canceled in the following situations:
 

Return Was Never Shipped Back

• The customer has initiated a By-Mail Return (MPOR) but never shipped the item back to the seller, and the return timeframe has expired.
• Use Cancel Return to close the return when the item has not been received and no further action is expected.
   

Customer Request

A return may be canceled at the customer's request when:

• The return was opened by mistake.
• The customer decides to keep the product.
• The customer no longer wishes to proceed with the return.

Whenever possible, retain documentation of the customer's request through Mirakl messaging.

The Cancel Return option should not be used as an alternative to the standard return processing workflow.
 

Non-Compliant By-Mail Returns

• Do not cancel a return because the item is non-compliant.
• If a returned item does not meet the requirements of the Best Buy Marketplace Return Policy, follow the standard Non-Compliant Return process outlined in the How to Manage Returns article.
• Using Cancel Return instead of the non-compliance workflow creates an inaccurate return record and bypasses required return processing steps.
   

In-Store Returns (MPIR)

• Do not cancel In-Store Returns (MPIR).
• When a customer returns an item in-store:
  • Best Buy has already accepted the return
  • Best Buy has already refunded the customer
  • The seller's only responsibility is to mark the return as Received once the item arrives
  • If, after inspection, you disagree with Best Buy’s decision to accept the return, you may submit a Return Dispute within 60 days from the seller payment date.
• There is no scenario where an In-Store Return should be canceled by the seller.

1. Navigate to Orders > Returns > In Progress
2. Open the applicable return
3. Verify the return meets one of the approved cancellation scenarios
4. Select Cancel Return
5. Confirm the cancellation

Remember: If a product has been returned to you for review, the return should be processed through the standard compliance workflow, not canceled. The Cancel Return option should only be used when the return is no longer proceeding and no return processing is required.