Buyer wants to cancel item won. What do I do?

mazy_m

HI all,

A buyer won an item. Then contacted me to say their daughter had bid for the item in error. (Thought this was a bit odd as they'd done quite a few bids.)

So I send them an email telling them to request a cancellation. They have since emailed back saying I need to request the cancellation.

Can someone please advise as it's not my choice to cancel and I don't want to incurr any fees when the item will not be paid for.

Cheers

Maz

lcharm

I'm guessing this is eBay right?

You have to make the cancellation request through the Resolution centre and explain it's a mutual cancelation.

Here's the guide.
http://pages.ebay.co.uk/help/sell/cancel-transaction-process.html#cancel

mazy_m

Thanks yes sorry it is through ebay.

What happens if they decline the cancellation?

Cheers

Maz

lcharm

Not sure what happens but why would they if they are the ones asking you to do it?

Just send them an email saying you've made the request and they just need to accept it.

punkpink

If they decline, you still have fees to pay, if they accept or leave it for 7 days you get your fees back. Hth.

Crowqueen

Tell them that they need to do the following:

- Go to their My eBay page.

- Go to the appropriate item.

- Click on the menu at the right-hand side of the screen and go to Resolve a Problem.

- There should be an option there: I want to cancel a transaction (or somesuch other wording).

- Ask them to click this and then follow onscreen instructions. You will have to agree to it but this saves you agonising over whether or not they will agree.

To be honest, eBay need to make this more prominent; this would solve a lot of the problems over mutual cancellation as 90% of buyers who wish to cancel would have already found the option at the point that they normally would have to contact the seller.

If they are happy to cancel the item, they really should accept a cancellation from you, though. If you explain this dissolves the transaction and does not have an impact on their account, that will probably mean they click that they agree to cancel.