Locked
Discussions in this board are limited to the original poster and Community Mentors
Order cancelled before item was shipped
Summary: ldsegura experienced an issue with a buyer who requested a cancellation before shipping, but due to delays, funds were incorrectly assumed as received by eBay. ldsegura wants to refund the buyer without losing money since no item was shipped. disneyshopper advised against declining the refund and suggested navigating through the Orders section to either cancel the order as 'Buyer requested' or select 'Send Refund' if needed.
I had a buyer message me that he wanted to cancel his order before I shipped it, so it was never shipped. It took him several days to figure out how to request cancel so when he finally got it figured out, Ebay assumes it was shipped and I have funds for it. He requests refund so Ebay was going to take it from my account. I declined the refund so it wouldn't come from my account before we figured out how to handle the situation. This buyer has difficulty following directions so how can I get him the refund without it costing me since I didn't make anything?
disneyshopper
MentorAug 15, 2026 at 4:53 PMYou should not have declined the refund. Now the buyer cannot file another case to get his money back. You can try going to the Orders > Awaiting shipment, locate the order, click the 3 dots, click Cancel order. Select Buyer requested. If that doesn't work, then try select Send Refund.