Cancelling an order after printing shipping label
A buyer messaged me soon after ordering (after I’d printed the shipping label) and said their address was wrong. They asked me to ship it to a different address. I told them I couldn’t, and they needed to change their address, cancel the order, and repurchase it. She says it will not let her cancel. She changed address in profile, so I tried to print a new shipping label, but the old address is still there. Help.
19 comments
buyselljack2016
·1 year ago@donnybrookqueen
also be sure as suggested, to "cancel" the shipping label that you purchased.
That is a separate action unto itself beyond cancelling the purchase transaction.
zakstreasuretrove
·1 year agoHighlighted reply is the correct course of action. I have done the same many times over.
mam98031
·1 year ago@donnybrookqueen
Your buyer is correct. Since you printed the shipping label, they can not REQUEST a cancellation. Buyers have no power to cancel a transaction, they can only request a cancellation. Then the seller has to process it if they agree to it.
You did the right thing by notifying your buyer that you could not change the ship to address. EXCELLENT job, to do something like that voids the Seller Protection on the listing. GOOD JOB.
ittybitnot
·1 year ago@donnybrookqueen
First thing to observe here is if the "person" asking you to ship to another address has the same ID as your actual buyer. Lots of times someone else will contact you that is NOT your buyer, just to see if you fall for it. If that is the case, and you do change the address the REAL buyer will get nothing, and the imposter will get the product. YOU will get the shaft when the REAL buyer files INR and you have to refund.
You don't want to arbitrarily cancel an order if you do have an "imposter". All that does is cancel the order on the real buyer who actually paid you.
If it is the same person, you can cancel the order "problem with the buyer's address" and tell the buyer to repay with the correct shipping address. Buyers cannot cancel a transaction on their own yet though they are testing this, so you can do it.
mommaknows
·1 year agoYou need to cancel due to problem with address. Cancel the shipping label.
Relist and let them know that they then can purchase with their updated/new address.
This is what I would do.
Ps. Monies from canceled postage takes a bit, but it will show up.
Hope I helped.
ittybitnot
·1 year ago@mommaknows
See message #3.
mommaknows
·1 year ago@ittybitnot Another post it on my wall!! Never thought about someone else trying to change an address. Wow!
itsjustasprain
·1 year ago@donnybrookqueen : So in this case did that change request message come from the ID of your buyer? If so and she already paid then you will need to issue a refund. If she has not paid yet then you can just do a cancel with the reason of buyer requested.
Please let us know if you are reading our answers. Just click the Reply button.
untod
·1 year agoDoes he? What obligation does this seller have, other than to fulfill the order as it was placed? Anything more is an option, more likely to create a problem than to avoid one. All my listings remind buyers to request shipping changes (like different services - why will eBay only allow 3???) before buying; not after.
jonathanbrightlight
·1 year agoAssuming the message came from the actual buyer, shipping it instead of cancelling is likely to just lead to major headaches for everyone involved. Why would anyone even consider it? And you cannot cancel without a refund being issued, obviously.
mam98031
·1 year ago@untod
Clearly you haven't processed a cancellation in a while. When a seller cancels a transaction like the one being discussed here, Ebay also processes the FULL refund to the buyer. The seller does not have a choice with certain types of cancelations. So YES they do.
untod
·1 year agoYou missed or misunderstood my question. DOES the seller have to cancel the transaction? Why wouldn't the seller simply complete the sale as the buyer originally intended?
Great. But there hasn't been a cancellation yet, so all of that seems moot. What am I missing? Or are you missing it? I genuinely don't know.
I don't follow your logic. Even if the actual buyer used the real official eBay "cancel order" request, a seller is NOT obligated to cancel. The request that this seller received was NOT official - it was just a private message. Shipping what the buyer paid for seems like the ONLY reasonable response to me.
Now assume the message DIDN'T come from the actual buyer, and post your advice for that scenario.
A seller would consider NOT cancelling an order based on a private message because the seller is here to sell; not to refund. So by your own statement - THAT'S the reason to NOT cancel: so that a refund is NOT then required. The seller ships the item & keeps the money, just like God & the buyer intended.
cgstroh
·1 year agoWhen I try to cancel the order it says the order already cancelled but no corrections have been made by Ebay regarding remitting purchase price of shipping label or fee, Ebay sent me the earned amount and I do not believe the customer has gotten his money back.
jonathanbrightlight
·1 year agoIt unfortunately is quite common, mostly with scammers messaging new sellers.
ittybitnot
·1 year agoIt unfortunately is quite common...
@jonathanbrightlight
I think it should be pointed out that the "change of address" scam can be employed by both an 'imposter' and a paying buyer.
In the latter case, the "real" buyer will send some sort of heart wrenching story, often a medical emergency involving a relative in another state. "I have to leave immediately to take care of my father in another state who just had a heart attack. I won't be here to accept the parcel, please ship it to............... instead." Not surprising, the many I have seen insert one of the usual freight forwarder addresses.
If a seller should fall for this, the "buyer" will file INR, get a refund, and the item is on the way out of the country.
Though this and the "text me/email me" scams are the easiest to avoid, newbie seller are most likely 'more cooperative' targets simply because they are unaware and 'want to do right' by their customer.
jonathanbrightlight
·1 year ago@ittybitnot
That's true, the main thing that differs for the seller is whether they need to cancel the order or not.