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.

[clarry100]

Yet another **UPDATE**

Last night we got a message that the buyer had accepted the cancellation on this order.

Just as predicted by the ebay CSR on the phone there was no refund issued as the buyer had changed her mind and paid after the cancellation request was issued.

I checked our PayPal account this morning and there has been no refund taken out (yet anyway).

On the upside I checked our fees running balance and have found that the FVF for the original transaction has been credited due to the cancellation request having been approved by the buyer.

So their system is clearly not handling this very well.

Firstly it did not automatically terminate after 10-days.

And secondly they have issued a refund on FVF when it should not have been.

In reality the cancellation request should have been automatically terminated when the buyer chose to pay but it just sat there.

[springyzone]

Clarry said:

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

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

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I'm glad it all got sorted for you. It sounds like a bit of a mess, the whole thing.

I know it is easy to think that someone with a FB score of 135 or more should have a good idea of how ebay works but I am not sure that would necessarily be so. This may be their very first case of asking for a cancellation or having any glitch with their buying.

Clicking a tab, buying something and then paying is a pretty straightforward process and a person probably doesn't have to have a lot of knowledge of ebay procedures to do it, they could  potentially have hundreds of purchases under their belt before they strike a problem and have to find out what to do.