mam98031 • Volunteer Community Member • Buyer/Seller since 1999
I noticed last week that three of my cancellations have been stuck in the "in progess" status. One of them was from a buyer who apparently changed his mind within an hour of purchasing... I approved it. The other two were from buyers who requested a cancellation thru messages since it was passed the 1 hour window (arghhh).
Anyway, I initiated those too as I always do. But last week when I did that, the cancellations didn't complete. Still stuck in my cancellations page as "in progess". I messaged ebay help and they said the buyer was already refunded but they also need to confirm the cancellations before they complete. Is this true? I mean, even with the one that the buyer filed an official ebay cancellation request within 1 hour? If so, wouldn't that be redundant to have the buyer who initiated the issue to confirm it again before it can complete?
@coffeebean832 wrote:
@southern*sweet*tea wrote:
Apparently so.
https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136
"What happens after you cancel a transactionIf you’re a managed payments seller, or if the buyer paid using PayPal, a full refund will be issued automatically.
If the buyer used another payment method, they will be asked to confirm that they received their refund before the cancellation is complete.
Once the buyer has been refunded, you’ll receive a final value fee credit"
The question that arises for me is- can sellers relist after cancelling and refunding even though the cancellation is technically still pending? Is there any risk to the seller that the cancellation would somehow be reversed and they would then have to ship? brian@ebay tyler@ebay
@coffeebean832 good question! It's usually best to wait for the cancellation to complete before relisting an item. However, we won't reverse a cancellation and then tell a seller to ship the item, so relisting should be fine.
In a situation where a buyer doesn't pay through managed payments or PayPal and a cancelled is started by the seller the buyer will only have two options to choose from, "I didn't pay for the order" or "I paid for this order and I received a refund". Selecting either of those and submitting will complete the cancellation. If they don't select one of those options at submit within 10 calendar days then the cancellation will automatically complete. So in the end this will result in a cancellation one way or another.
brian@ebay wrote:
@coffeebean832 wrote:
@southern*sweet*tea wrote:Apparently so.
https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136
"What happens after you cancel a transactionIf you’re a managed payments seller, or if the buyer paid using PayPal, a full refund will be issued automatically.
If the buyer used another payment method, they will be asked to confirm that they received their refund before the cancellation is complete.
Once the buyer has been refunded, you’ll receive a final value fee credit"
The question that arises for me is- can sellers relist after cancelling and refunding even though the cancellation is technically still pending? Is there any risk to the seller that the cancellation would somehow be reversed and they would then have to ship? brian@ebay tyler@ebay
@coffeebean832 good question! It's usually best to wait for the cancellation to complete before relisting an item. However, we won't reverse a cancellation and then tell a seller to ship the item, so relisting should be fine.
In a situation where a buyer doesn't pay through managed payments or PayPal and a cancelled is started by the seller the buyer will only have two options to choose from, "I didn't pay for the order" or "I paid for this order and I received a refund". Selecting either of those and submitting will complete the cancellation. If they don't select one of those options at submit within 10 calendar days then the cancellation will automatically complete. So in the end this will result in a cancellation one way or another.
What if anything happens to the cancellation process if the seller issues a refund through PP but PP doesn't complete the refund due to the seller not having enough money in their account to fund the refund? The seller may or may not transfer money into their PP account to cover the refund but that takes a few days to accomplish.
Since the buyer doesn't have the option to say that the refund was never received, what happens then?
@mam98031 wrote:
brian@ebay wrote:
@coffeebean832 wrote:
@southern*sweet*tea wrote:
Apparently so.
https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136
"What happens after you cancel a transactionIf you’re a managed payments seller, or if the buyer paid using PayPal, a full refund will be issued automatically.
If the buyer used another payment method, they will be asked to confirm that they received their refund before the cancellation is complete.
Once the buyer has been refunded, you’ll receive a final value fee credit"
The question that arises for me is- can sellers relist after cancelling and refunding even though the cancellation is technically still pending? Is there any risk to the seller that the cancellation would somehow be reversed and they would then have to ship? brian@ebay tyler@ebay
@coffeebean832 good question! It's usually best to wait for the cancellation to complete before relisting an item. However, we won't reverse a cancellation and then tell a seller to ship the item, so relisting should be fine.
In a situation where a buyer doesn't pay through managed payments or PayPal and a cancelled is started by the seller the buyer will only have two options to choose from, "I didn't pay for the order" or "I paid for this order and I received a refund". Selecting either of those and submitting will complete the cancellation. If they don't select one of those options at submit within 10 calendar days then the cancellation will automatically complete. So in the end this will result in a cancellation one way or another.
What if anything happens to the cancellation process if the seller issues a refund through PP but PP doesn't complete the refund due to the seller not having enough money in their account to fund the refund? The seller may or may not transfer money into their PP account to cover the refund but that takes a few days to accomplish.
Since the buyer doesn't have the option to say that the refund was never received, what happens then?
@mam98031 a cancellation like this will only occur if we don't recognize the original payment (it didn't go through eBay checkout, like PayPal or managed payments). If the buyer doesn't confirm they received a refund and the cancelled closes automatically after 10 calendar days then the buyer will still have the option to open an Item Not Received case, at which point customer service can review the situation if needed.
@flapperfox1921 wrote:So, sellers will no longer get in trouble for stiffing buyers by cancelling our orders? That is the biggest reason Ebay is the last stop for shopping for me. You get only about 75% of the items you buy.
If you wouldn't mind, would you be a bit more specific. As a seller I'm concerned that you as a buyer is experiencing a 25% issue rate. That is really high.
What types of stuff do you buy? Are your issues with primarily US sellers or international sellers?
I'm just trying to understand so I might be able to share something that will help you. But please know that sellers do get, what we call a Defect, on our accounts for every cancellation we file that is for out of stock or damaged.
@flapperfox1921 wrote:I seldom purchase outside the USA, and yes, I was averaging 1 out of every 5 orders cancelling on me on my major selling account. I got 3 demands for more money in one week. I had one person try to shake me down for an extra $20 on a Buy it now. I refused to cancel, and then Ebay left a message that I WANTED the cancellation. I left negative feedback and Ebay removed it. I complained and the CS agent said that the feedback was removed by "accident" but they wouldn't put it back. I closed my major buying account and I am only using this one and restricting myself to a few items a month or less. I am tempted to just completely walk away from Ebay. I already check Amazon and other trustworthy sites before I buy or bid on Ebay. By the way, the seller said Ebay had no problem with cancelling and no, there is no defect when the seller lies and claims the buyer wanted it. I am totally disgusted with Ebay, it's returning to the old Ebay where the buyer got scammed regularly. Add to that the rude sellers I've encountered and I'm ready to leave this site. It's about time I stopped collecting anyway and started saving money. I collect porcelain, toys, books, and cosmetics.
If you want, if you run into another seller trying to pull this kind of stuff on you, would you contact me before you respond to your seller and let me try and help you.
FYI when a seller is willing to lie to you about stuff, don't believe them when they also tell you that Ebay won't do anything to them. That simply isn't true but the buyer has to report them or Ebay doesn't know what is going on.
So if you are game, find me. I'll help you if I can. And I'm really sorry that you keep finding sellers that will do this to you. Believe me there are a whole lot of us out her that would never do that.
