Can Shops Cancel Price Glitch Orders? Your UK Rights Explained

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You spot an incredible price, place an order, and then get an email saying it has been cancelled. Can shops really do that? This guide explains your UK rights when a retailer cancels a price glitch order, in plain English. It is general information, not legal advice.

The short answer

Sometimes, yes. Whether a shop can cancel depends on whether a legal contract exists between you and the seller, and on how obvious the mistake was.

The key question: is there a contract?

Citizens Advice explains that your rights depend on whether you have a contract, and that this in turn depends on the company’s terms and conditions. Depending on the terms, the contract may begin once you have paid, or once the retailer has sent the item.

• No contract yet: if the retailer realises the price is wrong before it accepts your order, it can usually cancel and refund you.
• Contract already formed: the retailer usually cannot simply cancel, but there is an important exception, explained below.

Why the order confirmation email may not mean much

Many order confirmation emails say only that the retailer has received your order, not that it has accepted it. Many shops’ terms say the contract starts when they dispatch the item. That is why an order can be cancelled even after you have been charged or have received a confirmation. Always read the seller’s terms and the wording of your email.

The obvious mistake exception

Even if a contract exists, a retailer may be able to cancel if the price was a genuine and honest mistake that you should have noticed. For example, a normally expensive item shown at a tiny fraction of its usual price is more likely to be treated as an obvious error than a modest, believable discount.

What about shops?

The same general idea applies in a physical shop. A price on a shelf is usually an invitation for you to make an offer, so the shop does not always have to sell at that price. Many will do so as good customer service, but they are not always obliged to.

What to do if your order is cancelled

1. Check you have been refunded. If the order is cancelled, you should get your money back.
2. Keep evidence. Save screenshots of the listing, your basket and the confirmation email.
3. Read the terms. Look for the seller’s wording on pricing errors and when a contract starts.
4. Ask politely. You can contact the retailer to ask for an explanation or to check if it will honour the price.
5. Get advice. Citizens Advice has a page on what to do if something is advertised at the wrong price. Rules and advice can differ in Scotland, Wales and Northern Ireland.

Practical tips for glitch hunters

• Do not count on a glitch order being honoured, especially for gifts with a deadline.
• Do not spend money you cannot afford to have tied up while you wait.
• Do not tamper with a website or use codes you are not entitled to, as that is a different matter.

Frequently asked questions

Can a shop cancel my order after charging my card?

Sometimes. If the seller has not yet accepted the order, or if the price was an obvious mistake, it may be able to cancel and refund you.

Do I have to be told why?

The retailer should usually explain, and you can ask. Check its terms for how it handles pricing errors.

Is this the same for Amazon?

Large marketplaces have their own terms about when they accept an order, which is often at dispatch. Check the retailer’s current conditions.

Learn more

New to this? Read what a price glitch is, or see how to find price glitches. You can also check today’s deals on Amazon UK, and always check the live price before you buy.

AD: Some links on this site are affiliate links. As an Amazon Associate I earn from qualifying purchases, at no extra cost to you.