How to cancel a paid order without copping a defect ?

[ausbargainbasement]

A customer paid for a item then had a change of mind and no longer wants the item, how to cancel the sale and refund without copping a defect ? In this case am happy to do this as the item is now out of production so can not supply anyway.

[i-love-my-sheep]

Most of the time if you use the "buyer changed mind" option, you shouldn't get a defect (although I believe some have). Send the buyer a message and ask them to accept the cancellation request, then refund their money via PayPal.

[curraone · Accepted solution]

Post from amxsuperstors; aug 2014-08-29 Re: How to refund and not get Defect??

We haven't received any defects on refunds of cancelled transactions, and it's because you have to have message correspondence back and forth between buyer and seller first before the refund.  If you refund without a message history including back and forth (it can't just be a message from you to them, they have to have replied) you will get pinged with a defect.  DO NOT do the refund until they've replied to your message.

Then once you've refunded it you do Cancel Transaction, make sure you select 'Buyer purchased item by mistake or changed mind'.  Even if it times out after a week, you can finalise it from your end.  If they choose NOT to cancel it, they are liable to pay for it again, so they won't usually ever choose this option.

Hope this helps!

[dotm2004]

At the moment I have someone who has a case opened against them and HAVE NOT paid .... they now want me to cancel the transaction as they've changed their mind about the purchase. 

I have tried and don't think I can??   I have asked her to try to do it but haven't heard back.   If I close the case she'll have a strike against her, but if I don't close it I won't get my FV fees back.

I have now contacted eBay and asked what is the procedure, but no reply yet (after nearly 2 days).

Has anyone else had this happen ?

[allfixelectrical]

You can also use the resolution centre on Ebay India which still works in the old tried & proven way  complete with several different reasons for the cancellation and the ability to leave a message for the buyer.

First refund the payment, if through paypal then wait until it filters back into the ebay system that a refund has been done, then go to ebay india resolution centre,

http://resolutioncentre.ebay.in/

and select the option "The buyer & I agree to cancel a transaction", click continue and then enter the item number and select the correct buyer then select a suitable reason for the cancellation and enter a note for the buyer to respond to the cancellation request as soon as possible so that you can recoup the fees ebay has charged you.

If they respond then the fees are returned immediately but even if they ignore the cancellation request from ebay then you get your fees back after 30 days.

Best of all, no defect.

Cosidering the problems with the resolution centre and associated defects applied for all sorts of reasons on eBay Australia, it is nice to know that worldwide it is a level playing field and every country is treated equally.