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Emergency

The retailer cancels the order after the purchase

Some retailers cancel orders afterward, for example due to a pricing error or supply shortage. Whether that is permissible depends on whether a binding contract was already concluded. If so, the retailer cannot simply back out.

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Your chances of getting your money back

Decisive is whether, through your order and its acceptance, a binding purchase contract came into existence. Often only the shipping or order confirmation is the acceptance; a mere receipt confirmation is often not enough. The retailer's terms and conditions are decisive.
If a contract is concluded, the retailer must in principle deliver. If he cancels anyway, claims to delivery or damages, for example for a more expensive replacement purchase, may exist.

What you should do now

  1. 1

    1. Check the contract conclusion

    Look whether an acceptance (e.g. shipping confirmation) exists.

  2. 2

    2. Read the terms and conditions

    Check when the contract comes into existence under the terms and conditions.

  3. 3

    3. Demand delivery

    If a contract is concluded, demand delivery in writing.

  4. 4

    4. Assert the damage

    With a justified cancellation or a more expensive replacement purchase, check damages.

How to spot the scam

  • A mere receipt confirmation is misunderstood as a binding contract.
  • Money already paid is not refunded.
  • A more expensive replacement purchase is made without documentation.

Frequently asked questions

May a retailer simply cancel my order?

Only as long as no binding contract was yet concluded. Often the contract only comes into existence with the shipping or order confirmation, not already with the automatic receipt confirmation. Decisive are the retailer's terms and conditions and the concrete process.

Must the retailer deliver if a contract exists?

In principle yes. If an effective purchase contract is concluded, the retailer owes the delivery. If he cancels anyway, you can demand performance or, if there is no delivery, damages, for example the extra costs of a more expensive replacement purchase.

What applies with a pricing error?

With an obvious pricing error, the retailer may under certain circumstances rescind or no contract came into existence at all. Whether a binding contract exists depends on the process and the terms and conditions. Money already paid must be refunded to you in any case.

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General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.