Buyer Asked to Cancel Then Paid

[clarry100]

Bit of a strange one on our hands that I'm not sure how to deal with.

A buyer bought but did not pay for an item. She has a feedback score of 135 so not a newbie.

Then a bit later in the day she bought and paid for a similar item, but a couple of dollars cheaper, on our other store.

Then we get a message for the first item says she wanted to cancel as she had bought the wrong item.

The other fully paid item has already been sent out.

So no worries I thought...

I sent her a message explaining what to expect when I send the cancellation request thru.

I sent the cancellation request but heard nothing back.

Then a day later I see she had actually paid for the original item but the cancellation request is still oustanding on it.

The money has gone into our PayPal account for it no worries.

I sent her a message asking if this had been a mistake or had she changed hre mind on the purchase.

But of course we have still heard nothing back.

My dilemma is should I send the item now? Or how long do I wait before I do send it? Or other action?

When she receives it she may realise what she has done and open a return case against us.

If she did this I wonder where I would stand as the item would normally send by large letter.

If I send it tracked any profit would be cancelled out anyway.

[everard6920]

Is the cancellation request still open? If so, check with eBay, because I believe if she approves the cancellation request then she will be refunded automatically. So if you send the item, she'll get your item and your money.

[clarry100]

Yes... the cancellation request is still open.

Awaiting buyer action.

But the item is on our waiting postage list.

So if she accepts the cancellation she will be automatically refunded?

Another reason not to mail out the item yet I would think.

[everard6920]

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@clarry100 wrote:

Yes... the cancellation request is still open.

Awaiting buyer action.

But the item is on our waiting postage list.

So if she accepts the cancellation she will be automatically refunded?

Another reason not to mail out the item yet I would think.

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I'm not 100% sure, but every time I initiate a cancellation at a buyer's request, I think there's a message that says something like, "don't worry! We'll refund the buyer automatically" because I've always thought to myself, "well, they haven't paid, so whatever".

Definitely worth checking with eBay before you post. They might be able to close the cancellation request for you.

[digital*ghost · Accepted solution]

This exact scenario occurred with another seller recently - the seller asked the buyer to finalise the cancellation prior to shipping out, and the money was not refunded. 

I've had similar situations, earlier in the month a buyer purchased an item twice but only wanted one, so I sent a cancellation for one. The cancellation was finalised, but then the buyer paid for the cancelled one, not the one still officially awaiting payment. Apparently, eBay CS provided the advice that if a cancelled transaction isn't refunded within 10 days, it will be automatically refunded by eBay / PayPal, but I still have my funds (it may apply in other circumstances, though - eg cancellation is initiated after payment, but then....you can't process a cancellation on eBay without issuing a refund if paid via PayPal, so who knows). 

If eBay worked properly, you wouldn't be left wondering why the item was paid for (cancelled items can appear in the cart and be overlooked, so it gets paid for mistakenly while checking out for something else), so if you're concerned, I'd send a message and say you need the cancellation to be finalised and confirmation that they want the item by X date, but if you're not able to confirm by then the order will simply be refunded, but they're welcome to purchase again at any time.

I've been thinking that if the cancellation process was somehow an exploit for people to get free items, there'd be a few more instances we'd heard about by now (which is not to suggest it's impossible, just that I don't know of any instances, and couldn't find any from a quick google search). 

[mbselections00]

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@everard6920 wrote:

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@clarry100 wrote:

Yes... the cancellation request is still open.

Awaiting buyer action.

But the item is on our waiting postage list.

So if she accepts the cancellation she will be automatically refunded?

Another reason not to mail out the item yet I would think.

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I'm not 100% sure, but every time I initiate a cancellation at a buyer's request, I think there's a message that says something like, "don't worry! We'll refund the buyer automatically" because I've always thought to myself, "well, they haven't paid, so whatever".

Definitely worth checking with eBay before you post. They might be able to close the cancellation request for you.

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Have seen the same thing and had the same thoughts myself.  I am wondering though, if the buyer gets a similar message - Don't worry we'll refund you automatically and may therefore think they better pay first ?  I must confess as a newbie (lol, and sometimes still now for features I do not come across frequently) I often find many of eBay's methods and automated messages quite confusing

[clarry100]

Thanks DG...

I'm thinking its just the buyer has clicked on the wrong option and paid when they really meant to accept the cancellation.

But with 135 FB score you would think they would have a better idea of the buying ropes by now.

There is nothing alarming in their feedback history either.

Apart from the initial message from the buyer asking to cancel there has been no other communication from them on it.

I'm thinking I might give ebay a call during the day and find out where I stand on it.

I just don't want to mail out the order and then find when they later accept the cancellation they get a refund automatically as well.

I could send it with full tracking to be more certain but to do that would instantly wipe out any profit margin anyway.

Normally these particular items go out large letter with 2x stamps on them.

But the buyer could then still open a INAD claim to get their money back.

[clarry100]

**UPDATE**

Just got off the phone to ebay CSR...

They said that because the buyer has paid AFTER we issued the cancellation request that even if the buyer should choose to accept the cancellation now that no refund will be automatically issued.

So the CSR recommended that we do not send the item out becasue the buyer has initially indicated they wish to cancel the transaction.

Ebay will now send a separate message to the buyer asking them do they really want the item now or still wish to cancel.

If they also get no response then after a few days (undefined) we will need to manually refund via PayPal and will be credited the FVF back.

She also said that if the buyer should decide that she now wants them item any late delivery defect associated with this transaction would be removed no problems. She also went on to say that if we do end up sending it out that tracking would be most important so that the buyer cannot claim INR.

So it seems we are safe either way. So we will just sit on it now until the buyer says what they want to do if they respond.

[clarry100]

** UPDATE ** to the other update...

Just now had a message from the buyer to say sorry for the confusion but that she had indeed changed her mind and now wants the item sent out.

Phew! A little bit of communication would have saved all the attempts at mind reading.

[mbselections00]

Great outcome   But you really do have to wonder about some buyers don't you - they must think we have crystal balls (or something)