Refunding for item not received - new cancellation process

November2

Ok, I thought I had finally worked it out but Ebay have now altered the cancellation process, I need to refund a buyer for item not received. Tracking shows delivered to porch but buyer saying can't find it. I messaged courier to ask if they could shed light on parcels whereabouts, surprisingly they came back and offered lost parcel compensation.

Now that the cancellation process has changed can someone please tell me how to refund without getting a defect. Buyer has not opened a case but messaged me via messages.

the_lunatic_is_in_my_head

The new cancellation flow just has two options, item was out of stock or buyer cancelled/issue with their address.

The process is not designed to be used for INR, as far as eBay are concerned the buyer should open an INR case and the seller should get a defect if they don't win the case.

However if you go through the cancellation and select buyer cancelled eBay will refund and you won't get a defect.

When you say the courier offered compensation, do you mean they told you try and claim or they actually would pay out. Worth clarifying as if you refund and then the courier refuses compensation you have lost out.

November2

Thank you for quick reply. Surely choosing buyer wishes to cancel there will be consequences for someone, if not all sellers will just choose this every time there is a problem.


There appears to be no way for sellers to offer any type of goodwill gesture to their buyers yet Ebay are hammering sellers with defects left right and centre for not being good sellers!

I can't see how buyer can open a case when item shows as delivered. Are Ebay then basically saying to all sellers 'never give your buyer the benefit of the doubt, ignore them, let them open a case, they will lose'
How does that incorporate ebays new 'happier and better experience for buyers'


I have received the compensation from courier and went to refund this morning but couldn't work out how to do it without another defect. Would paying them a direct payment via Paypal work? I know normally this leaves seller open to buyer possibly scamming and opening an ebay claim but as item shows as delivered maybe that scenario is void.

the_lunatic_is_in_my_head

November2 wrote: »

Thank you for quick reply. Surely choosing buyer wishes to cancel there will be consequences for someone, if not all sellers will just choose this every time there is a problem.

That's what I thought as well but it's certainly the way to go without a defect, maybe eBay are monitoring the % of sales sellers use to see if abuse is taking place.

November2 wrote: »

I can't see how buyer can open a case when item shows as delivered. Are Ebay then basically saying to all sellers 'never give your buyer the benefit of the doubt, ignore them, let them open a case, they will lose'
How does that incorporate ebays new 'happier and better experience for buyers'

Well the buyer opens a case and you win with tracking, I understand you are happy to refund as the courier has refunded but if they had said it was delivered and that's that would you still refund the buyer?

November2 wrote: »

I have received the compensation from courier and went to refund this morning but couldn't work out how to do it without another defect. Would paying them a direct payment via Paypal work? I know normally this leaves seller open to buyer possibly scamming and opening an ebay claim but as item shows as delivered maybe that scenario is void.

It's not worth the risk of sending a separate payment as the buyer can still do a chargeback depending on the funding source or open an INR on the first and convince eBay/Paypal the tracking doesn't show it was delivered but left outside or perhaps a SNAD and send back a brick. Very unlikely of course but it's always advised to refund the original payment rather than send another.

November2

Hi, thanks for replies. Having read through a few Ebay help pages I thought I'd found the answer. I was to tell the buyer to initiate the cancellation, then choose buyer wishes to cancel. But buyer has just come back to me to say they can't find a way to do this as item has been dispatched. Does anyone know how a buyer initialises a cancellation? Is it merely a message asking to cancel via messages? It said on the help page that clicking 'buyer chooses to cancel' will be monitored.


It really is a moral dilemma. What do other sellers do? Tracking/seller protection (Ebay) tells me to wash my hands of the buyer as it shows as delivered. However if an item shows as being left on the doorstep and cannot be found, surely it can be expected of me to ask courier where the parcel is? As I understand it couriers will not deal with recipient so I am the one who must seek answers. The courier will either agree or disagree with the claim.

Touch wood it has never yet happened to me, but I certainly wouldn't like to be a buyer in this situation. I cannot be pleasant to have no parcel for money paid and no one willing to help. I find it strange that Ebay get away with advertising their 'money back guarantee for item not received' as the buyer hasn't got a leg to stand on if it shows as delivered, even if its delivered to a front garden!

techspec

Only the seller can start a cancellation, which is a bit nuts - but this is Ebay.

You just select the option that buyer requested it.

As for 'parcel left on porch' - nearly all my parcels from hermes say that. But buyers must have them as they never get in touch.

theonlywayisup

You cannot cancel an order which has been dispatched.

To avoid a defect in this case, unmark as dispatched. Go to resolution centre, input item number, select buyer and choose drop down - buyer wants to cancel or there is an issue with the buyers address. Next page it will ask you to confirm refund. Hit that, job done. Refund done, cancellation done, defect nil. Everyone happy.

November2

Thankyou. Will try that.

Ebay are fools, by forcing me to cancel to avoid a defect on refunding payment they are losing money as fees will be credited back to my account, even though I retain my full payment in the form of the compensation! If it was possible I would've just refunded and not cancelled, but then Ebay would label me as a 'bad seller' with a nice 'defect'!

techspec

theonlywayisup wrote: »

You cannot cancel an order which has been dispatched.

To avoid a defect in this case, unmark as dispatched. Go to resolution centre, input item number, select buyer and choose drop down - buyer wants to cancel or there is an issue with the buyers address. Next page it will ask you to confirm refund. Hit that, job done. Refund done, cancellation done, defect nil. Everyone happy.

Did this after a return when buyer didn't go through Ebay - worked a treat

Happydays_56

techspec wrote: »

Did this after a return when buyer didn't go through Ebay - worked a treat

Do you get your FVF back by doing it this way ? I've already had item back and refunded as buyer didn't go through Ebay for return we did it by mutual agreement but I want to get my FVF back if possible

Thx

techspec

Happydays_56 wrote: »

Do you get your FVF back by doing it this way ? I've already had item back and refunded as buyer didn't go through Ebay for return we did it by mutual agreement but I want to get my FVF back if possible

Thx

Yes, it avoids a strike, i got my fees back and buyer was automatically refunded in my case.

As you have refunded - it may not work, but try it. If it says buyer will be refunded - surely their system will not go ahead with this as they have their money (assuming you clicked refund button in paypal). Can't gauarantee this though.