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.

[digital*ghost]

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@2106greencat wrote:

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@makeuplife wrote:

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 😞

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But what if the buyer pays ??

Then you are going to have to send to a country you don't want to send to or risk a negative feedback.

I am not up on this defect thing, but surely a negative would hurt you more?

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It would, but the buyer shouldn't be able to pay if postage was never specified to Brazil, as they can't go through checkout unless there's an actual postage quote. 

I'm quite curious now as to why my unpaid item was cancelled immediately and others are pending? The buyer's messages to me were just in reply to the ones I sent them, so they didn't even actually send anything that would have been recognised by eBay as a cancel request, and eBay certainly weren't all "we have no idea what's going on, or if your buyer paid yet....we'll tell them to make sure they got a refund, just in case-like", they "knew" the buyer hadn't paid.... I wonder if it's a timeframe thing? My request was submitted more than a week after purchase, so maybe a certain amount of time has to pass (i.e. to allow for payment clearances) before it just happens straight away? o_O

[harley_babes_hoard]

I think more to the point they have changed things on the hop. You know they never get any new procedure right the first time.

[digital*ghost]

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@harley_babes_hoard wrote:
I think more to the point they have changed things on the hop. You know they never get any new procedure right the first time.

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True, but I can't help but look for logic and reason, or at least some form of recognisable consistency, despite knowing I'm looking in the wrong place - I have both an uncontrollable urge to 'Scully' everything, and an inexplicable faith that there is some kind of logic, somewhere around here. 

[lane-ends]

If you do refund via paypal, then do the cancellation and it says paypal with refund, it wondt double pay. That was my concern, as I just did it and so far it hasn't double refunded.

Does seem though that you can only refund total amount paid, so those of you who cahage shipping extra may find yourself refunding outgoing postage too. can anyone confirm this.

It seems the two options are there, one is a defect the other isn't. Dont know if it warns you if you select the defect route.

[exquicity]

few days ago, fiddling around with the new seller details i spotted two low DSRs in the top rated section

saying calcelled transactions.. i was completely HUH!!!

i did have one or two people in the past year who bought stuff but never paid, and there was one who bought but messaged me that he accidentally bought two instead of one.. 

im not fussed,, customer service, of course began cancelling process for his, 

and the other purchase where it was never paid, sat there for a week or so, and i also cancelled it saying customer changed mind, could have gone with the non paid dispute but why bother... it won't get me anything, apart from the customer's anger. 

i am stumped with trying to figure the good sense behind this implement. it sounds to me like, by making transaction cancellations more difficult, and risky to our ratings, we are being pushed to close transactions as if they were sold and save the trouble and just pay the bloody fees anyways. 

but even that is a danger, as we are opening a feedback window for a transaction that didnt happen. 

so you are in a store, customer comes to the cashier with a green shirt, but says ohh sorry changed mind i want a blue one.. simple as that, but here now its a drama to change that transaction. 

not every buyer is an experienced ebayer, most cases people have no clue in how to cancel a transaction even if they wanted to. 

the % of people who wouldnt be able to complete such tasks in computer or mobile devices is way more than the risk of % we are pushed in getting low DSRs or bad feedback undeservedly. 

[i-love-my-sheep]

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@exquicity wrote:

few days ago, fiddling around with the new seller details i spotted two low DSRs in the top rated section

saying calcelled transactions.. i was completely HUH!!!

i did have one or two people in the past year who bought stuff but never paid, and there was one who bought but messaged me that he accidentally bought two instead of one.. 

im not fussed,, customer service, of course began cancelling process for his, 

and the other purchase where it was never paid, sat there for a week or so, and i also cancelled it saying customer changed mind, could have gone with the non paid dispute but why bother... it won't get me anything, apart from the customer's anger. 

i am stumped with trying to figure the good sense behind this implement. it sounds to me like, by making transaction cancellations more difficult, and risky to our ratings, we are being pushed to close transactions as if they were sold and save the trouble and just pay the bloody fees anyways. 

but even that is a danger, as we are opening a feedback window for a transaction that didnt happen. 

so you are in a store, customer comes to the cashier with a green shirt, but says ohh sorry changed mind i want a blue one.. simple as that, but here now its a drama to change that transaction. 

not every buyer is an experienced ebayer, most cases people have no clue in how to cancel a transaction even if they wanted to. 

the % of people who wouldnt be able to complete such tasks in computer or mobile devices is way more than the risk of % we are pushed in getting low DSRs or bad feedback undeservedly. 

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So what if the buyer gets angry? THEY DIDN'T PAY. All you did was let them get away with it, meaning other sellers now have to put up with them not paying, while you copped a defect for your efforts. Plus, by cancelling, if they hit decline, you would've still had to wear the fees and they could have left you a negative and trashed your stars. It also takes a minimum of 7 days for a cancellation to go through if the buyer ignores it.

Unpaid dispute, open after 4 days, close 4 days later, buyer gets a STRIKE, buyer CAN'T leave feedback and you don't get a defect, but you get your fees back. 2 strikes and the buyer finds out very quickly there are a heck of a lot of sellers they suddenly can't buy from. it would be far better if all sellers had appropriate blocks in place to stop these pests.

In future, to save yourself from getting defects and also helping other sellers out, hit all non payers with an UPI dispute. Who cares what they think and whether they get angry. TOUGH LUCK!

[best-health-now]

At the moment they can't pay as I didn't specify a postage cost to Brazil, and have not sent an invoice.