Buyer Cancellation and eBay response/process

[tzuwo-66]

eBay's navigation is atrocious, I opened a topic on community.ebay.com already on this here (https://community.ebay.com/t5/Selling/Buyer-remorse/td-p/31502581), but I just found this discussion forum too and thought I'll share what's happening so far with my issue. Will keep it updated along with the other thread.

Before reading:

I know the path of least resistance is Cancel Transaction with Buyer Requested as reason, but I'm curious to see eBay's process and whether their Help page is actually correct. So here goes...

Issue Summary (TL;DR):

• Buyer wants to cancel transaction due to buyer remorse.
• I ask for Buyer-initiated cancellation or I can open Unpaid Item Case in 4 days as per "Cancel an order"
• Buyer went silent and left negative fake feedback without payment.
• Contacted Chat with *redacted* on 9th January 2021 ~11:50:00 AEDST
• *redacted* was unable to help. Redirected me to open Seller Help case on Negative Feedback.
• Opened negative feedback case.
• Case got rejected "Due to Technical Error" and told me to go back to Customer Service.

Oddity:

• When I goto transaction cancellation for that item, it said it was cancelled already when I have never confirmed a cancellation.
• When I click View Cancel Details, it takes me to an error page saying "This listing has been removed, or this item is not available."
• I still see the transaction in my Seller Dashboard and able to ask payment, masked as paid etc

Issue (in full):

• No payment from Buyer for over 24hour.
• Sent payment reminder ~30hours after Auction Ended.
• Buyer says his PayPal got hacked and wants to cancel.
• I replied he can open another PayPal with a new email.
• Buyer replies he wants to cancel transaction as he found cheaper elsewhere.
• I asked for buyer-initiated cancellation or I can open Unpaid Item Case in 4 days.
• Buyer did not reply and left a negative fake feedback.
• Opened a discussion on community.ebay.com (https://community.ebay.com/t5/Selling/Buyer-remorse/td-p/31502581)
• Contacted Chat with *redacted* on 9th January 2021 ~11:50:00 AEDST
• *redacted* was unable to help. Redirected me to open Seller Help case on Negative Feedback.
• Opened negative feedback case and reported *redacted* for breaking eBay policy.
• Negative feedback case got rejected "Due to Technical Error" and told me to come back to Customer Service.
• Made second report on *redacted* for non-payment.

[imastawka]

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@tzuwo-66 wrote:

Interesting.

So I messaged a reminder 24hours after auction close.

Buyer made an excuse to say PayPal hacked immediately.

I messaged with benefit of the doubt saying he could open PayPal with another email if he wants to complete the transaction.

He then said he don't want it any more immediately after the above exchange.

I then followed eBay's Cancel a Transaction page to say he can initiate a Buyer-requested cancellation or I need to wait 4 days for UIC.

Does this sound pushy? O.O I'm curious.... I wasn't remotely aggressive in our eBay message exchange either. Or is this the definition of pushy :S... Genuinely curious.

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No, not at all pushy.

Overly aggressive is what I call it.

No wonder they don't want it anymore.

Buyers have 4 days to pay

[tzuwo-66]

Interesting. I thought I was just pointing it out so if they still want the item they can still do so. Apparently, I was wrong to be helpful? Even so, I would've accepted his cancellation if he initiated a buyer-requested cancellation on his end as per eBay page said.

I can't help but feel a sense of victim-blaming. A girl should cover themselves unless they're open to rape. Perhaps there is indeed some truth in this in the world after all.

[imastawka]

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@tzuwo-66 wrote:

Interesting. I thought I was just pointing it out so if they still want the item they can still do so. Apparently, I was wrong to be helpful? Even so, I would've accepted his cancellation if he initiated a buyer-requested cancellation on his end as per eBay page said.

I can't help but feel a sense of victim-blaming. A girl should cover themselves unless they're open to rape. Perhaps there is indeed some truth in this in the world after all.

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I'm truly perturbed by this analogy.

It has nothing to do with you being aggressive (IMO) towards your buyer.

Why should they have to open another Paypal account, and why would you even suggest such a thing before the time was up for them to have an UPI dispute opened?

I see the neg is removed and you have re-listed.

[gutterpunkz05]

Hi stalks,  I was being polite  (ish)

somehow the OP reminds me of Murphys plough

[imastawka]

I rarely do 'polite'

But yes, Murphy's plow to be sure

[tzuwo-66]

I sent the reminder 24hrs as the auction closed and there was no response and it was in good faith as I know some people can bid and forget. I also used the canned reminder that eBay has for this reminder. It was also eBay that prompted me that I can do so. Maybe I was a fool to follow eBay's instruction I suppose. I admit I could be at fault here.

It was what happened after this that things went out of wack. As I've stated previously, he initially gave the hacked response which I thought it's fine, everyone gets hacked and was hoping to redirect him that opening a new PayPal is an option if he still wants the item.

The immediate response of "I don't want it" which I thought, fair enough, thus I followed eBay's page on buyer initiated cancellation. Again, I might be a fool to follow eBay's instruction. I do not know if there's a difference and I read somewhere it's within 1 hour, but that's unofficial, I never read anywhere officially on this. Till this time, I still DO NOT KNOW IF THERE'S A DIFFERENCE. Other than one is advertised via eBay help page, and the other is advised via other sellers. I admit again, maybe I should trust you guys instead of eBay, but good learning experience non the less.

As per "Buyers don't have all the power, eBay does, and they favour buyers in most cases", is what I meant as "Buyer > Seller" as this is eBay's platform. So we're in agreement here.

I ended up finding another avenue to cancel the transaction but negative feedback remains. Though I just got another update which I'll write up again after this reply. The reason I opt to not go with UPI is buyer clearly is malicious after my "overly aggressive" attempt at following eBay's help page with the feedback, so if I do end up getting payment/sending the item in. I'll be more at risk as, again, eBay favours Buyer on the future dispute. So in the end, I let him go in the wild to traumatise other Sellers 😄

[gutterpunkz05]

A buyer can cancell a purchase within 1 hr of purchase, without any communication or input from the seller, and does not have to provide a reason.

After the 1 hr time limit, a buyer must contact the seller and request a cancellation and it is then up to the seller to process the cancellation.

[digital*ghost]

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@tzuwo-66 wrote:

Interesting. I thought I was just pointing it out so if they still want the item they can still do so. Apparently, I was wrong to be helpful? Even so, I would've accepted his cancellation if he initiated a buyer-requested cancellation on his end as per eBay page said.

I can't help but feel a sense of victim-blaming. A girl should cover themselves unless they're open to rape. Perhaps there is indeed some truth in this in the world after all.

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It's interesting that you interpret your own actions as "just being helpful", even though you weren't confident enough that it would be perceived as helpful by the buyer, as otherwise you wouldn't have put the question to the forum, but then interpret the response as "victim blaming", going so far as to explicitly compare it to a systemic culture of blaming women for their own assaults.

Sorry, but that was gross, dude (which I mean in a non-gender specific way). 

[tzuwo-66]

I'll reiterate what happened

1. I sent a reminder after 24hours as per eBay's reminder button and suggestion
2. Immediately, he replied saying his PayPal was hacked last week
3. I immediately replied thinking if he still wants the item, he could open another PayPal with a new email (shrug, how do you know he doesn't know that?)
4. Immediately, he replied he don't want the item
5. I immediately replied as per eBay's suggestion, he can open Buyer-requested cancellation (I'm not even against him cancelling here, I just thought this was what eBay suggested!) or I can wait 4 days for Unpaid Item Case, again, as per eBay's page suggestion.
6. It was after this exchange he left the negative feedback

Why should they open another PayPal account?

Maybe they want the item still. Maybe not. I assumed he does as per exchange sequence listed above and in previous replies, I made above.

Why would I suggest such a thing?

I know some people can be technology illiterate, I don't see an issue helping them out.

[tzuwo-66]

Thank you for this. Though it annoys me that nothing is stated on eBay's help pages regarding this? Or maybe I've been looking at Seller only information.