how do you cancle an item bought one ebay

fizz26

evening
I buyer has bought an item from me as a buy now and have now changed their mind about buying it they thought the item was new even though it was listed as used
How do I cancel the purchase they haven't paid for it.
Thanks

HTML200

Make sure you have a record of their wish to cancel (I assume you have).

Then open a case in the resolution centre, then close the case using the 'we agreed to cancel the transaction' option. Transaction gets cancelled, you get your fees back.

fizz26

Thank you Very much for your reply:o

soolin

Be careful though with a mutual, the buyer can easily tick the wrong thing and you lose your FVFs.

A buyer too dim to read an auction listing may well be too dim to do a mutual.

I'd be tempted to do a full NPB.

mikey72

I've asked this before as I've seen this said before, but I've just agreed to accept a refund myself, then agree to cancel my purchase over an item that has gone missing in the post to me.
Either "Take action", or "case details" appear on the email I was sent, and both go to the same screen. Then there is an option to accept, and not much else. I accepted, so don't know where the alternatives actually led, but it just appeared to carry on with the sale, and still give me the option to pay?

soolin

I have never had any case opened against me so I don't know the current formula a straight mutual used to give 4 options once of which was 'I do not want to purchase this item' which was the one the buyer needed to tick. The other three were all 'fluffy' along the lines of 'I want the item but seller is unable to proceed' and such like which lost the seller their FVFs.

HTML200

I did a bit of digging through Ebay's help system. Apparently sellers can now open a case in the resolution centre as "I want to cancel a transaction". The buyer gets a message with a simple agree / do not agree option.

If they agree, you get your fee back.

Looks like one of the September changes.

I'd post a link to the help page, but as a new user I can't post links. I'll try to PM it to you instead.

soolin

It's probably already in the sticky thread but there are so many changes I find it impossible to keep up. I find that I only really notice the changes that directly affect my listings.