New Cancellation Process?

[digital*ghost]

Yesterday, I received a returned item from a buyer (change of mind), so I refunded their payment, less postage costs, then went to send them a request to cancel the transaction, but arrived at a new page with only two options instead of the usual 8 or so - one was that I was out of stock, and the other that the buyer asked to cancel or there was a problem with their address. I thought maybe this was because the order had been paid for, posted etc but not fully refunded, and didn't actually go through with the request in case this was the 'magical' defect causing system. >_>

But, I had a buyer ask to cancel an order that they never paid for, so I just went to send the request and I got the same screen and two options (although there was eBay's handy hint that told me "make sure you've been paid before you refund the buyer").

I selected "the buyer asked to cancel..." option and clicked submit, and then I immediately received two emails.

The first one said "You agreed to cancel an order" with

"We let the buyer know that you want to cancel this order

Here's what you should do next:

If the buyer paid for this order, you should refund the order total and any shipping costs. We’ll ask the buyer to confirm they received the refund."

The second one said "You canceled an order"

"You cancelled an order from [buyer name], and we already notified them. You don't need to do anything else because the buyer hasn't paid for this order yet.

You'll get a final value fee credit in your account that you can apply toward listing more items to sell on eBay."

So, I didn't even need to wait for the buyer to agree? o_O The purchase was made on the 2nd of November and they only sent me a message yesterday asking to cancel, so it wouldn't come under the 1-hour request thing. Does anyone know anymore about this? I'm wondering if this might be an across the board change, or only if the buyer sends a message regarding returns or cancellations (i.e. buyer initiated cancellation)? Otherwise it would provide the option to cancel an unpaid transaction without any buyer input or going through the UPI process.

[mbselections00]

Hi digi,

Sorry, I can't tell you anymore about the change, but had exactly the same scenario yesterday when a buyer asked me to cancel an unpaid order, shaking in my boots waiting for the defect, I proceeded same as you as there are really insufficient options - I think the Buyer Requested Cancellation should be an option on it's own.  That said it did seem to be a very simple process

If we don't get hit with unfair defects, seems this could be a more streamlined and efficient system and will keep buyers in the loop.

But, if the cancellation is for a change of mind after payment (and/or receipt of goods), I wonder what will happen if you don't refund in full ?  Likewise, I would not be refunding postage (or FVfees for that matter)

My next evaluation is on 20th I think, so will be watching closely . . . . .

[makeuplife]

Just had the same thing...I wanted to cancelan order being sent to Brazil as I don't post there, and haven't had contact with the buyer who has 0 feedback...

I was too worried to use this new system due to receiving a defect, so am going to wait 4 days and file an unpaid item instead 😞

[i-love-my-sheep]

You're far better to do as planned and open an unpaid dispute. No risk of defects that way, plus the buyer can't leave you bad feedback.

[bigbrickshop]

I agree, open an Unpaid on day 4. Also, check your Buyer Requirements to make sure you've blocked buyers in other countries.

My eBay > Account > Site Preferences > Buyer Requirements

Tick the box for Buyers in Locations to which I don't post

and click Submit

http://offer.ebay.com.au/ws/eBayISAPI.dll?BuyerBlockPreferences

Buyers in locations to which I don't post

Block buyers whose primary postage address is in a location I don't post to.
	This requirement can help you avoid buyers who agree to purchase your items without realising you don't post to their location.

[bigbrickshop]

d*g, I haven't had a recent cancellation but it seems like eBay is making it all up as they go along  😞  It would be much simpler if both buyers and sellers could initiate cancellation requests.

[donnashuggy]

I have one at the moment, buyer asked to cancel as they purchased the same item twice and only want one. Even though they haven't paid it is showing as waiting for buyer to confirm refund LOL

[bigbrickshop]

Well Donna, in eBayland the buyer's screen is probably showing as "Do not accept a Cancellation Request until you have received your refund"

[mbselections00]

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@i-love-my-sheep wrote:

You're far better to do as planned and open an unpaid dispute. No risk of defects that way, plus the buyer can't leave you bad feedback.

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Not disagreeing or trying to start anything with my comments, but I always thought that was appropriate for unresponsive Non-Payers as opposed to a buyer asking for a cancellation.  Perhaps I'm too big of a softie, but I thought doing that gave the buyer a strike, which I consider a little harsh if they have acually asked for the cancellation ???

Hahaha, seems no matter what you do these days you're always looking out for a Defect though, but if the buyer has been polite and asked nicely, I risk the defect, so far haven't received any for cancellations using Buyer Changed Mind

If I've got this wrong or am misinterpreting, let me know please . . . . .

[i-love-my-sheep]

If the buyer requested to cancel, then of course I would usually send them one, but if they bought and then I never heard from them, I'd definitely go the UPI dispute.

I could be wrong, but I got the impression that Marathongirl tried to cancel as she hadn't heard from her 0 feedback buyer from Brazil. She would be far better opening an UPI because if you select the cancel option of don't post to that location, you get a defect. Plus, the buyer seems to have gone silent.

I may well have it all completely cokked up too!!