Cancelled order gets paid for by mistake....?

[packitin_store]

We had a situation where a buyer bought four items totalling $99 then a few weeks later wanted to cancel the order. It happens. I did the usual 'cancel order' + 'buyer wants to cancel order' process.

Then last night we receive a payment from the customer accidentally. They had bought something from another seller then when paying via Paypal, it "automatically" also paid me for the order we'd cancelled.

She wrote:

"PayPal when I was trying to pay for something else it paid for the whole darn thing. Are you able to reverse it?"  

What would you do? We've obviously now paid ebay and Paypal fees. If we refund, we can't get those fees back from ebay as we won't be able to cancel the order twice 😞

[i-love-my-sheep]

I'd refund minus the fees. I would have thought that cancelling an order would prevent payment? Who knows how bl00dy eBay works sometimes!

[kopenhagen5]

I am guessing buyer hadn't completed cancellation request and yes checkout will state "pay for all sellers" unless you select "pay only this seller"

I would call ebay to get them to credit the fees back on this one. But call before you refund.

[pennyforum14]

If the original order was cancelled, you would have received the fvf and Paypal fees back at the tme.  Did the buyer have the items in their shopping cart and accidentally check everything out, producing a second order?  If so, you should still be able to cancel the second order as it would be a whole new transaction with a different number form the previous one.  If not, then all you would have is a Paypal payment, no Ebay transaction would exist, so you could refund the Paypal transaction and the fees would be reversed at the same time.  Ebay won't come into it at all and you shouldn't be out of pocket either way.

[packitin_store]

Thanks everyone - the situation was that the buyer hadn't confirmed the cancellation (but I don't find that many buyers realise they need to). Until this happened I didn't realise there was even a risk that it could be paid for. Was exactly as kopenhagen5 said.

I spoke with someone at ebay 15 mins ago. They said to refund the full amount and then advise the buyer to go through the step of confirming the cancellation. And the person I spoke to was also going to contact the buyer. All fees would be refunded and no defect.

So I've now contacted my two other customers who haven't confirmed their cancellations yet either to make sure they know they need to.

[arlottstreetstation]

I had a situation a couple of weeks agao where a Buyer bought 2 items by mistake. He didn't pay for them & contacted me asking to if he could cancel - I opened a Cancellation stating both Buyer & myself had agreed & I rec'd my FVF Credit & all was good this end.

Next day he contacted me again saying Ebay was still asking for payment. I phoned them & was told it was a "Technical Problem" that they were "working on" & that the Buyer would have to phone them.

Don't know what the outcome was.

This new System is so full of "Technical Problems" - A truly professional organisation would have tested it all first before putting it into operation.....Too damned busy trying milk us all to get it right....