topic Re: New Cancellation Process? in Selling

New Cancellation Process?

digital*ghost — Sat, 15 Nov 2014 00:55:15 GMT

Yesterday, I received a returned item from a buyer (change of mind), so I refunded their payment, less postage costs, then went to send them a request to cancel the transaction, but arrived at a new page with only two options instead of the usual 8 or so - one was that I was out of stock, and the other that the buyer asked to cancel or there was a problem with their address. I thought maybe this was because the order had been paid for, posted etc but not fully refunded, and didn't actually go through with the request in case this was the 'magical' defect causing system. >_>

But, I had a buyer ask to cancel an order that they never paid for, so I just went to send the request and I got the same screen and two options (although there was eBay's handy hint that told me "make sure you've been paid before you refund the buyer").

I selected "the buyer asked to cancel..." option and clicked submit, and then I immediately received two emails.

The first one said "You agreed to cancel an order" with

"We let the buyer know that you want to cancel this order

Here's what you should do next:

If the buyer paid for this order, you should refund the order total and any shipping costs. We’ll ask the buyer to confirm they received the refund."

The second one said "You canceled an order"

"You cancelled an order from [buyer name], and we already notified them. You don't need to do anything else because the buyer hasn't paid for this order yet.

You'll get a final value fee credit in your account that you can apply toward listing more items to sell on eBay."

So, I didn't even need to wait for the buyer to agree? o_O The purchase was made on the 2nd of November and they only sent me a message yesterday asking to cancel, so it wouldn't come under the 1-hour request thing. Does anyone know anymore about this? I'm wondering if this might be an across the board change, or only if the buyer sends a message regarding returns or cancellations (i.e. buyer initiated cancellation)? Otherwise it would provide the option to cancel an unpaid transaction without any buyer input or going through the UPI process.

Re: New Cancellation Process?

mbselections00 — Sat, 15 Nov 2014 02:33:14 GMT

Hi digi,

Sorry, I can't tell you anymore about the change, but had exactly the same scenario yesterday when a buyer asked me to cancel an unpaid order, shaking in my boots waiting for the defect, I proceeded same as you as there are really insufficient options - I think the Buyer Requested Cancellation should be an option on it's own. That said it did seem to be a very simple process

If we don't get hit with unfair defects, seems this could be a more streamlined and efficient system and will keep buyers in the loop.

But, if the cancellation is for a change of mind after payment (and/or receipt of goods), I wonder what will happen if you don't refund in full ? Likewise, I would not be refunding postage (or FVfees for that matter)

My next evaluation is on 20th I think, so will be watching closely . . . . .

Re: New Cancellation Process?

makeuplife — Sat, 15 Nov 2014 02:52:14 GMT

Just had the same thing...I wanted to cancelan order being sent to Brazil as I don't post there, and haven't had contact with the buyer who has 0 feedback...

I was too worried to use this new system due to receiving a defect, so am going to wait 4 days and file an unpaid item instead 😞

Re: New Cancellation Process?

i-love-my-sheep — Sat, 15 Nov 2014 03:06:22 GMT

You're far better to do as planned and open an unpaid dispute. No risk of defects that way, plus the buyer can't leave you bad feedback.

Re: New Cancellation Process?

bigbrickshop — Sat, 15 Nov 2014 03:11:08 GMT

I agree, open an Unpaid on day 4. Also, check your Buyer Requirements to make sure you've blocked buyers in other countries.

My eBay > Account > Site Preferences > Buyer Requirements

Tick the box for Buyers in Locations to which I don't post

and click Submit

http://offer.ebay.com.au/ws/eBayISAPI.dll?BuyerBlockPreferences

Buyers in locations to which I don't post

Block buyers whose primary postage address is in a location I don't post to.
	This requirement can help you avoid buyers who agree to purchase your items without realising you don't post to their location.

Re: New Cancellation Process?

bigbrickshop — Sat, 15 Nov 2014 03:12:47 GMT

d*g, I haven't had a recent cancellation but it seems like eBay is making it all up as they go along 😞 It would be much simpler if both buyers and sellers could initiate cancellation requests.

Re: New Cancellation Process?

donnashuggy — Sat, 15 Nov 2014 03:22:20 GMT

I have one at the moment, buyer asked to cancel as they purchased the same item twice and only want one. Even though they haven't paid it is showing as waiting for buyer to confirm refund LOL

Re: New Cancellation Process?

bigbrickshop — Sat, 15 Nov 2014 03:43:33 GMT

Well Donna, in eBayland the buyer's screen is probably showing as "Do not accept a Cancellation Request until you have received your refund"

Re: New Cancellation Process?

mbselections00 — Sat, 15 Nov 2014 04:41:09 GMT

@i-love-my-sheep wrote:
You're far better to do as planned and open an unpaid dispute. No risk of defects that way, plus the buyer can't leave you bad feedback.

Not disagreeing or trying to start anything with my comments, but I always thought that was appropriate for unresponsive Non-Payers as opposed to a buyer asking for a cancellation. Perhaps I'm too big of a softie, but I thought doing that gave the buyer a strike, which I consider a little harsh if they have acually asked for the cancellation ???

Hahaha, seems no matter what you do these days you're always looking out for a Defect though, but if the buyer has been polite and asked nicely, I risk the defect, so far haven't received any for cancellations using Buyer Changed Mind

If I've got this wrong or am misinterpreting, let me know please . . . . .

Re: New Cancellation Process?

i-love-my-sheep — Sat, 15 Nov 2014 05:47:06 GMT

If the buyer requested to cancel, then of course I would usually send them one, but if they bought and then I never heard from them, I'd definitely go the UPI dispute.

I could be wrong, but I got the impression that Marathongirl tried to cancel as she hadn't heard from her 0 feedback buyer from Brazil. She would be far better opening an UPI because if you select the cancel option of don't post to that location, you get a defect. Plus, the buyer seems to have gone silent.

I may well have it all completely cokked up too!!

Re: New Cancellation Process?

digital*ghost — Sat, 15 Nov 2014 05:54:29 GMT

@donnashuggy wrote:
I have one at the moment, buyer asked to cancel as they purchased the same item twice and only want one. Even though they haven't paid it is showing as waiting for buyer to confirm refund LOL

So yours is still an open case? How bizarre - on mine, it just says "This order was cancelled", and it happened as soon as I submitted the request.

I have another one I have to deal at the moment, similar circumstances (buyer bought same item twice, paid for one). I sent them a message to confirm if the second purchase was in error, then I sent a reminder letting them know I'll have to initiate a transaction cancellation process (my way of saying "unpaid item dispute ) if I can't confirm, but they haven't responded to either. I know UPI is the smart thing to do in a lot of cases, but when issues like this occur because of site glitches and the like (which is more common for these multiple identical purchase situations), I'd rather resolve in other ways if I can...

I just don't want to be at the mercy of eBay's 'mighty' defect stick just for trying to get fees back on a non-sale, as like MBS, there are a few circumstances where I feel a mutual cancellation is more appropriate (for me, cancelling a purchase is just an extension of change of mind returns, which I offer), but they don't always come under "out of stock" or "buyer asked to cancel". It would be ok if I trusted them enough to do the right thing if their systems don't, but alas I do not. I also don't want to go to the extent of having a restocking fee so that I don't have to run eBay's cancellation gauntlet and not incur a loss when a customer pays but returns for a refund.

@bigbrickshop wrote:
d*g, I haven't had a recent cancellation but it seems like eBay is making it all up as they go along 😞 It would be much simpler if both buyers and sellers could initiate cancellation requests.

I wish....

Anyone have a spare genie? I would like to gift some logic to the minds at eBay.

Re: New Cancellation Process?

clarry100 — Sat, 15 Nov 2014 06:33:58 GMT

We haven't seen this new cancellation process yet DG as we haven't had to cancel for a couple of weeks now. We do get the occasional new buyer who will get it wrong and buy the same item twice. When this happens we send a message asking if this was an error. If they respond we will offer them cancellation and explain what they need to do. If no response then it goes on to a UID.

Re: New Cancellation Process?

donnashuggy — Sat, 15 Nov 2014 06:44:38 GMT

Yes it is still open, worse still the buyer doesn't even know if they have paid or not. I have told them just to pay for the one, the id seems to be shared between husband and wife as he asked if his wife already purchased one.

Re: New Cancellation Process?

donnashuggy — Sat, 15 Nov 2014 06:51:42 GMT

This is the option now if a buyer doesn't receive or the item is faulty etc:

Send a refundJust select "Send a refund", and we'll send the refund to the buyer — there's no need to log in to PayPal.

Re: New Cancellation Process?

joxamara — Sat, 15 Nov 2014 08:21:32 GMT

I cancelled two transactions the other day - both had been paid for and negative feedback left as well.

The cancellations went through as did refunds and feedback revision completed.

No defects so far and neither have I received defects for other items that customers have mistakenly purchased twice and which I have then cancelled.

I've also processed partial refunds for overpaid postage via paypal and these have not resulted in defects.

fingers crossed it all continues this way....

Re: New Cancellation Process?

clarry100 — Sat, 15 Nov 2014 08:33:47 GMT

Wow! You have been lucky. Yes I hope it continues this way for you.

Other sellers have been defected off the planet for daring to look sideways at ebay.

Re: New Cancellation Process?

egglesdtp — Sat, 15 Nov 2014 10:47:11 GMT

All I can say is thank goodness I don't sell on ebay any more.

Re: New Cancellation Process?

2106greencat — Sat, 15 Nov 2014 20:03:43 GMT

@makeuplife wrote:
Just had the same thing...I wanted to cancelan order being sent to Brazil as I don't post there, and haven't had contact with the buyer who has 0 feedback...
I was too worried to use this new system due to receiving a defect, so am going to wait 4 days and file an unpaid item instead 😞

But what if the buyer pays ??

Then you are going to have to send to a country you don't want to send to or risk a negative feedback.

I am not up on this defect thing, but surely a negative would hurt you more?

Re: New Cancellation Process?

harley_babes_hoard — Sat, 15 Nov 2014 20:40:24 GMT

Had to do a cancellation just now.

I chose buyer wants to cancel. it says the request is sent. now it says waiting for response from buyer to see if they got a refund..........WTH they didn't even pay just cancel the darn thing. why does every process have to be long and drawn out.

Re: New Cancellation Process?

harley_babes_hoard — Sat, 15 Nov 2014 20:45:41 GMT

i wonder if it is easier to tell the buyer to cancel from their end if the item hasn't been paid for. I'm also wondering what happens now if the buyer answers that he never got a refund (even though it wasn't paid for)