cancelling after purchasing a shipping label
A buyer requested a cancellation. He says that he chose the wrong payment method. The problem is we had already created a shipping label (our policy is that we ship the same business day, so when we're able we start processing the order right away). When we tried to cancel the order we got a message that we couldn't because it had already been shipped. We canceled the shipping label hoping that would allow us to cancel the order, but that didn't work either. We still have the package. What is going to be the best thing for us to do at this point?
5 comments
jonathanbrightlight
·4 months agoI haven't done this myself, but someone else said they were able to mark it as not shipped (may have to remove the tracking number if you can), and then the cancel option showed up again.
If not, then I would just send a refund and relist it.
dhbookds
·4 months agoAfter the shipping label is made......I don't think you can "cancel", I think it then has to be handled as a "refund"........ could be wrong.
chapeau-noir
·4 months agoThe only way I can see through this (if I've got the scenario right) is to allow the payment to finish processing, then to cancel as 'buyer requested' so it's refunded, then have the buyer repurchase, then restart the process of purchasing a label, etc.
One reason I don't process orders for shipping straight away - particularly for electronics. Too many people changing their minds, etc.
ETA: Don't ship until this is straightened out - the way he may deal with it is to not deal with it.
mkaczorsee
·4 months agoOnce you print a shipping label, system is not going to let you cancel the order.
You will have to repurchase new label in order to ship.
redeemedcollectives
OP4 months agoThe problem is that he wants us to cancel the order so that he can choose a different payment method. So, we don't want to repurchase and ship the item yet if there's a way for him to be able to use a different payment method. Do we just need to ship the item at this point and let him deal with it? The payment is still processing and isn't complete yet, though.