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Cancellation request
Buyer requested a cancellation. I just sold one item yesterday and didn't realize this was a new order they wished to cancel. I mistake and declined the cancellation. How do I reverse this? the item hasn't been shipped yet.
9 comments
lady_madonna
Mentor2 weeks agoIf you declined the cancellation, you cannot change it.
rfmtm
Mentor2 weeks ago@lady_madonna Correct me if I am wrong, but if the buyer has paid for it, can't OP still refund and select a reason?
lady_madonna
Mentor2 weeks ago · Edited@rfmtm
Yes, it is true that the seller can refund on their own, but they cannot reverse declining the buyer's request to cancel.
rfmtm
Mentor2 weeks ago@lady_madonna However, if OP refunds in full don't they also still get to select by buyer request and avoid any penalty for doing so?
dsstamps
OP2 weeks agoEbay charged the buyer for shipping and taxes. I will loose money if I refund. Is there not a customer support person I can talk to?
eastlaneave
Mentor2 weeks ago@dsstamps
You need to refund the buyer the purchase price + shipping. eBay will refund the sales taxes. You will lose your eBay final value fee about $5-6 (if you accepted the cancelation, eBay would have refunded the FVF).
You don't lose the shipping.
1) Go to your Sold order here: https://www.ebay.com/mys/sold
2) Select "Send Refund" from the drop-down list to the right.
3) You will be able to select the exact amount of the refund to send.
4) Confirm the refund
(if you don't refund the buyer in full, they can file a case on eBay or a credit card chargeback.)
rfmtm
Mentor2 weeks ago · EditedIf you purchased the label already on ebay you can cancel it for a credit, if you haven't then the buyer gets that back as well. Ebay will refund the sales tax, which is something you never really have anything to do with.
However, if you are in the new Ship by Ebay program where there is no seller label refund, then just do a partial refund for the item and ebay should refund the buyer's shipping.
If you want to check on this:
Contact ebay by chat (type in AGENT) or callback here:
https://www.ebay.com/help/eua?id=5275&mkpid
Send a private message for further help here:
https://www.instagram.com/ebayforsellers/
dsstamps
OP1 week agoI appreciate your help. So cancellation doesn't create a refund to the buyer?
eastlaneave
Mentor1 week ago@dsstamps
A cancelation does create a refund for the buyer, but you declined the first cancellation request; there can't be a 2nd.
You'll have to do Send A Refund.