topic Re: cancelled transactions ? in Selling

cancelled transactions ?

bede3823 — Thu, 06 Nov 2014 01:25:17 GMT

just got the message from ebay about protecting my selling account.

They upgraded my stars etc

Looking down my dashboard it says 0.53% of my transactions had defects.

Hey, what defects???

Then i notice cancelled transactions = 0.53%

So because 2 buyers purchased in error, one international when the system should'nt have allowed it, that is considered a defect towards my account??

If thats right it sucks

Re: cancelled transactions ?

pennyforum14 — Thu, 06 Nov 2014 01:37:02 GMT

It depends on what option you chose when the transaction was cancelled, if you choose Buyer made mistake or changed mind, it should not count as a defect. Is that the reason you chose when requesting the cancellation? Did the buyer agree to the cancellation? If they didn't agree, or ignored the request, then Ebay counts it as a defect. If you chose Buyer error and the buyer responded agreeing to cancel, then you can contact Ebay and request the removal of the defect.

Re: cancelled transactions ?

2011.narelle — Thu, 06 Nov 2014 01:46:48 GMT

General view on that message is that it is just spin & no changes are made or that eBay be removing defects from before the time when they weren't meant to count.

Thread on eBay U.S about this titled "We're protecting you from us".

Title of the year i think.

If they removed any eBay given defects,it would be in anticipation of all the new ones you are going for SNADs under the MBG.if it is real it's just a headstart.

Re: cancelled transactions ?

bigbrickshop — Thu, 06 Nov 2014 02:13:30 GMT

If you sent a Cancellation request and used the correct reason "Buyer wanted posted to location I don't post to" or whatever the wording is you earn a Defect. You need to lie and say "Buyer changed mind". Stupid, stupid system. Why does the system allow an Aus buyer to make a purchase, request the item be shipped overseas when the seller clearly doesn't do international shipping, then penalises the seller!

Lesson learned the hard way.

Re: cancelled transactions ?

bede3823 — Thu, 06 Nov 2014 02:41:11 GMT

both were buyer fault, one from a country i dont post to which should not have technically been possible and the other buyer bought by mistake or changed mind.

How are either of those my fault or a defect?

are they dirty on sellers for refusing to post internationally?

Re: cancelled transactions ?

bede3823 — Thu, 06 Nov 2014 02:48:27 GMT

this buyer wasnt in australia or on an australian account.

They were from isreal.

I contacted ebay and asked them how was it allowed to be processed at all?

They were surprised and siad they would certainly check into it.

I havent heard anything back, not that i expected to.

The buyer was ok and agreed to cancel but now i learn i got a defect for it?

Re: cancelled transactions ?

i-love-my-sheep — Thu, 06 Nov 2014 03:56:01 GMT

I've only had to do 2 cancellations and both times I used the 'other' option. I didn't get a defect for either.

In regards to international blocks, have you actually blocked overseas addresses, or just not offered international postage on your listings?

Try this link and make sure all the boxes are ticked. You don't need to tick each country, the top box will tick them all if the options are expanded. Select apply to current listings and you should be set. http://cgi5.ebay.com.au/ws/eBayISAPI.dll?ExcludeShippingList

Re: cancelled transactions ?

lizzy6107 — Thu, 06 Nov 2014 04:10:47 GMT

I have a buyer purchased 3 weeks ago. finally answered me this morning, sister purchased by mistake etc etc...

so I request cancel purchase, bought by mistake.. and within a minute, I have a defect for cancelled transaction.

How many defects is one allowed or what % per measured period?

Re: cancelled transactions ?

lynne8221 — Thu, 06 Nov 2014 05:27:10 GMT

Wish I had known this a few weeks ago.

Buyer in Mexico purchased a book - how, as I don't allow International purchases??? & then I copped a defect for requesting a cancellation.

Ebay have said they'll "protect me" & remove it - still waiting, waiting....

Such is life...

Re: cancelled transactions ?

i-love-my-sheep — Thu, 06 Nov 2014 05:34:40 GMT

Have you actually blocked international buyers, or just not offering international postage. If it's the latter, see my post further up this thread.

Re: cancelled transactions ?

cmcoins2000 — Thu, 06 Nov 2014 05:46:38 GMT

Perhaps you could do what I just had to do.

A buyer could not purchase multiple without paying for each individually.

Went to bulk edit - changed all including COD Pick Up etc.

Could you do same with Postage - cut out all international postage on all your items if you do not post anywhere but here.

Seems sometimes the eBay pixie ( & I'm sure there is a number ) gets in there with it's little wand and does some very strange things.

Re: cancelled transactions ?

black*poppy — Thu, 06 Nov 2014 05:51:31 GMT

I had to cancel a transaction the other day because I stuffed up with a sale... long story but I went on live chat to check about cancelling the sale so I could relist it for this buyer.... this is pasted from the transcript:

"Yes you can cancel the transaction without getting a defect as long as you don't use the out of stock option or don't post to buyer's location."

So I chose the option "Buyer and I disagreed over terms" which was kind of true anyway, except it wasn't adversarial like "disagreed" implies... anyway, the buyer agreed to the cancellation and I didn't get a defect.

In the OP's case, maybe this option is a much better choice than "Don't post to buyer's location" as I think this is just as true, and you won't get a defect you don't deserve.

It was also quite good having this in writing should I have needed to appeal for defect removal.

Also, I would do as Sheep has said. To eliminate international postage, you need to do more than simply select the option of "No International Postage", you also need to go in and specifically select all the countries that you don't ship to, even if it's all of them. Stupid, I know.

Re: cancelled transactions ?

cmcoins2000 — Thu, 06 Nov 2014 06:17:50 GMT

@black*poppy wrote:
I had to cancel a transaction the other day because I stuffed up with a sale... long story but I went on live chat to check about cancelling the sale so I could relist it for this buyer.... this is pasted from the transcript:

"Yes you can cancel the transaction without getting a defect as long as you don't use the out of stock option or don't post to buyer's location."

So I chose the option "Buyer and I disagreed over terms" which was kind of true anyway, except it wasn't adversarial like "disagreed" implies... anyway, the buyer agreed to the cancellation and I didn't get a defect.

In the OP's case, maybe this option is a much better choice than "Don't post to buyer's location" as I think this is just as true, and you won't get a defect you don't deserve.

It was also quite good having this in writing should I have needed to appeal for defect removal.

Also, I would do as Sheep has said. To eliminate international postage, you need to do more than simply select the option of "No International Postage", you also need to go in and specifically select all the countries that you don't ship to, even if it's all of them. Stupid, I know.

OK have thought long & not so hard about mine.

I always believe the simple truth is the way to go - seems to ease the way a bit - also like 'sorry' - can do that quite well - even with OH - ( though not used often as I am always - you know ).

Sold an item to a very nice gentleman - around the $70 mark.

To my despair - I could not - have not - & - probably will not - find it.

Organised I am in so many ways - but this one eludes me.

With great hesitation I emailed the gentleman & told him the truth - I can not find it - I am so sorry.

I offered only what was right - a full immediate refund - with further apologies - saying - if I ever found it - I would give him first refusal - at a discount - of course.

Having done the total refund - there in my 'awaiting payment' was this item - sitting there staring at me - with 'View PayPal Transaction' - so I stared right back.

The item sat there for - I cannot remember - maybe the 30 days or whatever - then guess what - yep - disappeared.

I did not attempt a 'cancel' thingo as the whole event was solved between the understanding buyer & myself - the ditsy seller.

What 'defect'.

What makes me think eBay has to know all my business.?????????

Re: cancelled transactions ?

phorum_junkie* — Thu, 06 Nov 2014 06:24:33 GMT

If it is buyer error then do yourself and the rest of us a favour by going doen the unpaid item route rather than offering cancellation.

As far as overseas buyers make sure you have not selected any international postage service and set your buyer requirements to block members with a primary delivery address you do not post to, it needs both of these done to stop overseas bids.

Re: cancelled transactions ?

cmcoins2000 — Thu, 06 Nov 2014 07:53:25 GMT

Still want to know what the 'platform' site eBay has to do with my business??????

Re: cancelled transactions ?

cmcoins2000 — Thu, 06 Nov 2014 07:58:24 GMT

@phorum_junkie* wrote:
If it is buyer error then do yourself and the rest of us a favour by going doen the unpaid item route rather than offering cancellation.

As far as overseas buyers make sure you have not selected any international postage service and set your buyer requirements to block members with a primary delivery address you do not post to, it needs both of these done to stop overseas bids.

Please read again.

Was TOTALLY MY ERROR.

The outcome was between myself & the buyer - no-one else needed to interfer.

Amicable outcome - no need to even invite a 'defect'.

Re: cancelled transactions ?

black*poppy — Thu, 06 Nov 2014 08:14:12 GMT

The only problem with letting the transaction go without a cancellation is you lose your FVF.

If you're happy with that, then ok, no problem.

Personally, I do have a problem though with 'paying' ebay to minimise defects in ways that are unjust. It's one thing to pay for fees up when you know up front. But to let money go just to avoid a defect which may or may not happen is grossly unfair. Then ebay are keeping fvf's that they are not entitled to.

How much is a defect actually worth (ie how much money are you prepared to let go) ?

@cmcoins2000 wrote:
Still want to know what the 'platform' site eBay has to do with my business??????

In its stupid hamfisted defective way, I think ebay aims to provide a standard of service to buyers by flogging it's sellers with big sticks. It also needs to know about your transactions in order to charge/refund the correct amount

Re: cancelled transactions ?

stylesilver — Mon, 11 Jun 2018 23:52:30 GMT

Hi Wonderful Ebay experts!

Sooo .. woke up to find a person from Denmark has bought something (I only post to Australia) & is waiting for a new total to pay with postage.... Do NOT want to post OS .... soooo guys whats the next step?. Telling the customer & asking can they cancel purchase OR do I do it picking ? which option? So I dont get a defect (Then Ill go change my settings so it says I dont post to any counrty other than Oz) ..Be sooo grateful for help as reading thru this thread Im more confused than ever (Yes! I know ..thats my normal state

And just to prove the point Ive pressed the spoiler icon & dont know how to remove it!!

was trying to do this face. Anyway if anyone knows how to get this sale cancelled without a defect Id be estatic (need more coffee)

Re: cancelled transactions ?

lyndal1838 — Tue, 12 Jun 2018 00:36:21 GMT

I am not surprised you are confused....this thread is nearly 4 years old the the rules have changed substantially.

The buyer cannot cancel the order....only you as the seller can do it.

Cancel the order with the reason that you do not post to the buyer's location (or whatever the current reason is)

Re: cancelled transactions ?

stylesilver — Tue, 12 Jun 2018 03:20:42 GMT

Thank you Lyndal ! I knew it was old but thought the rules might still apply! Cheers for that!