Let's Learn
- How to Remove a Bid if Auction is Open
- How to Remove a Bid if Auction is Closed
- How to Retract a Buy Now Purchase
Retracting or canceling a bid made on an item in your auction is done at the discretion of your organization. You must be an Auction Administrator to remove or cancel a bid. If a bidder wants to cancel or retract a bid, they must submit a request to your organization. The process for Bidders can be found here.
Important Note!
A bid retraction can only be done if the item has not yet been awarded and processed. If the item was awarded and processed, please see our help article on how to submit a refund.
How to Remove a Bid if Auction is Open
- To retract a bid, an Auction Administrator needs to follow these steps:
1. Find the item under Items > Published Items.
2. Click on Bid History next to the item.
3. Click on Request Bid Retraction next to the bid that needs to be removed.
4. Enter any comments on why the bid needs to be retracted. For example, bid on by mistake or item is being removed.
5. Click on the Request Bid Retraction button.
6. You will get an automated email confirming that the bid has been retracted.
How to Remove a Bid if Auction is Closed
When removing or retracting a bid you have the option to award the items as Not Sold or award to a Second Place bidder. You can find the steps for both scenarios below.
Award Item as Not Sold
If the item is listed under Close Out > Close Your Auction > Process Payments:
- Use the search field to find the winner.
- Next to the winner's name, click on the View Purchases link.
- To reopen an individual item, click on the Reopen button next to the item.
- To reopen the entire purchase, click on the Reopen All button next to the total at the bottom of the winner's purchase.
- The item(s) will be returned to Close Out > Close Your Auction > Award Items. Then you can follow the instructions below.
If the item is listed under Close Out > Close Your Auction > Award Items:
- Click on the Payment & Email Details or Select Winner link for that item.
- Choose No Winner from the Type of Winner drop-down menu.
- Click the blue Award button.
- Click Close.
- Please note: Once you award a Not Sold item, a Reassign button will appear. This button simply allows you to reopen the item if you need to re-award this item to a bidder.
Award to a Second Place Bidder
We always suggest contacting the Second Place Bidder first to make sure they are still interested in the item for the amount that they last bid. You can find their contact information by looking at the bid history of the item and looking up the username either in the Reports > Registered Users Report OR Close out > Manage Bidders.
If you have already awarded the item:
The item will need to be reopened.
- Reopen the purchase by going to Close Out > Close Your Auction > Process Payments.
- Click on View Purchases and select Reopen. This will move the item back to Award Items.
- Go to Close Out > Close Your Auction > Award Items
- Click on the Payment & Email Details link by the item.
- Select the drop-down menu next to Online Winner and select Second Place bidder. Their high bid will automatically populate in the Amount field.
- Add shipping and/or tax if needed and click Award.
If you have not awarded the item:
In Close Out > Close Your Auction > Award Items
- Click on the Payment & Email Details link by the item.
- Select the drop-down menu next to Online Winner and select Second Place bidder. Their high bid will automatically populate in the Amount field.
- Add shipping and/or tax if needed and click Award.
How to Retract a Buy Now Purchase
The Buy Now can only be removed if the item has not yet been awarded and processed. If the item was awarded and processed, please see our help article on how to submit a refund.
Auction is Open
Please contact our Support Team by submitting a request here. Please include the following information in your request:
- Subject: Buy Now purchase needs to be removed
- In the body of your request include:
- Organization name and Auction Name
- Item Name and Number
- Bidder's first and last name
- The quantity that should be removed (For example, the bidder accidentally purchased 2, but only wanted 1, please specify)
You'll receive an email back confirming when the items are added back to the auction.
Helpful Note!
Please give the information in text format, not a screenshot.
Auction is Closed
If the item is listed under Close Out > Close Your Auction > Process Payments:
- Use the search field to find the winner.
- Next to the winner's name, click on the View Purchases link.
- To reopen an individual item, click on the Reopen button next to the item.
- To reopen the entire purchase, click on the Reopen All button next to the total at the bottom of the winner's purchase
- The item(s) will be returned to Close Out > Close Your Auction > Award Items then follow the instructions below.
If the item is listed under Close Out > Close Your Auction > Award Items:
- Click on the Payment & Email Details or Select Winner link for that item.
- Choose No Winner from the Type of Winner drop-down menu.
- Click the blue Award button.
- Click Close.
- Please note: Once you award a Not Sold item, a Reassign button will appear. This button simply allows you to reopen the item if you need to re-award this item to a bidder.
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