Buyer wanting to cancel a transaction

celestius

Which way round should it be now - a buyer has just paid for something and immediately changed her mind.

In the drop down menu I can't see an option for cancelling a transaction. Am I supposed to refund then ask for a cancellation, last time I did that (last week) I lost my FVF

theonlywayisup

celestius wrote: »

Which way round should it be now - a buyer has just paid for something and immediately changed her mind.

In the drop down menu I can't see an option for cancelling a transaction. Am I supposed to refund then ask for a cancellation, last time I did that (last week) I lost my FVF

Why did you lose your FVF?

Reply to their message explaining you will refund and cancel. Then go to the Ebay transaction and click the payment transaction, log into Paypal and refund. Then go back to ebay where you should then see the drop down for cancellation.

celestius

theonlywayisup wrote: »

Why did you lose your FVF?

Reply to their message explaining you will refund and cancel. Then go to the Ebay transaction and click the payment transaction, log into Paypal and refund. Then go back to ebay where you should then see the drop down for cancellation.

I lost my FVF last week because it was done on the change over day when everything was changed around and I refunded the buyer then tried to send a cancellation request. I need to phone Ebay about it just not had time...

So just now I did open a case in the resolution centre, the buyer accepted to cancel, I got my FVF back. Then I went into Paypal and refunded her. Odd way of doing it but it seemed the only way.

theonlywayisup

celestius wrote: »

I lost my FVF last week because it was done on the change over day when everything was changed around and I refunded the buyer then tried to send a cancellation request. I need to phone Ebay about it just not had time...

So just now I did open a case in the resolution centre, the buyer accepted to cancel, I got my FVF back. Then I went into Paypal and refunded her. Odd way of doing it but it seemed the only way.

Why did you post here if you were going to do it that way around?

By doing it that way, the buyer gets a message to NOT accept the cancellation BEFORE any refund. Buyers then tend to decline the cancellation and you are stuck.

celestius

I posted on here but did not get a reply and went ahead and did what I thought was the right way.
There is something on the boards but I don't get it.

Hello,

You can now process your cancellations as before. You’ll again see the cancel option in the resolution centre where you can initiate your cancellation.

We’ll send you a further update when the new cancellation process will be available. In the meantime, please ensure you cancel your transactions in the resolution centre when you issue a full refund via PayPal to avoid an unintended cancelled transaction (out of stock) defect.

We’re sorry for any inconvenience caused and we’ve taken the following action to protect your selling accounts. For the time period affected, we will automatically remove defects that resulted from sellers using PayPal to issue full refunds to buyers in the absence of the cancel feature being available.



Kind regards,
Alan

chancesare_2

celestius wrote: »

I posted on here but did not get a reply and went ahead and did what I thought was the right way.
There is something on the boards but I don't get it.

Hello,

You can now process your cancellations as before. You’ll again see the cancel option in the resolution centre where you can initiate your cancellation.

We’ll send you a further update when the new cancellation process will be available. In the meantime, please ensure you cancel your transactions in the resolution centre when you issue a full refund via PayPal to avoid an unintended cancelled transaction (out of stock) defect.

We’re sorry for any inconvenience caused and we’ve taken the following action to protect your selling accounts. For the time period affected, we will automatically remove defects that resulted from sellers using PayPal to issue full refunds to buyers in the absence of the cancel feature being available.



Kind regards,
Alan

Didn't get a reply? Look at those timings, 30 mins from a regular poster?

aeb_2

celestius wrote: »

So just now I did open a case in the resolution centre, the buyer accepted to cancel, I got my FVF back. Then I went into Paypal and refunded her. Odd way of doing it but it seemed the only way.

I rang ebay last week and got him to talk me through it as I didn't want a defect by doing it in the wrong order. I did exactly as you described above except I refunded straight away and then he cancelled.
He did say that the method for cancelling transactions is all changing next week. It was supposed to be this week but there was a 'bug' so it's delayed.

chancesare_2

aeb wrote: »

I rang ebay last week and got him to talk me through it as I did want a defect by doing it in the wrong order. I did exactly as you described above except I refunded straight away and then he cancelled.
He did say that the method for cancelling transactions is all changing next week. It was supposed to be this week but there was a 'bug' so it's delayed.

Cs don't have a clue.

Have you ever had to agree a cancellation, it's quite clear, it says don't do it without a refund first. That's not ambitious.

I am also not sure why you specifically want a defect?

soolin

Just to muddy the waters I was told something different.

Send cancellations request, then immediately refund , I've had to do that twice and neither time did I get a defect.

celestius

chancesare wrote: »

Didn't get a reply? Look at those timings, 30 mins from a regular poster?

Sorry I am not very patient...

charlies_mum

Ignore. No idea how I ended up on this thread :rotfl: