Buyer Cancels Order Why Do I Get A Defect??

[hook-and-hanger]

Just noticed that I have 3 defects on my seller hub and that I will, most likely according to Ebay,  drop from Top Rated to above average. If a seller asks for an order to be cancelled and I oblige by refunding there money I'm wondering how/why I would get a defect. Would there be another reason I would check instead of buyer cancels that wouldn't result in a defect?

Thanks for any help/advice

[mtgraves7984]

A bit confused... did you cancel the order citing 'Buyer requested', or did you just refund the buyer? 🤔

[lakefor94]

When a seller cancels an order and selects "Buyer Requested", the seller does not receive a defect. 

If a seller selects, Out of Stock, the seller garners a defect.

The seller also gets a defect anytime eBay has to step into a case and refund in behalf of the seller. This can happen in a Return Case or in a Item Not Received case. 

[hook-and-hanger]

I refunded the customer and when it asked why I click the buyer cancelled option. Should I have cancelled the order then refunded instead?

[inhawaii]

Buyer asks to cancel the sale.

I've done both before.

A) Refund the buyer. Reason: Buyer asked to cancel.

B) Cancel the sale. Reason: Buyer asked to cancel.

I'm not sure what is the correct "by the book" method but neither one has ever garnered me a defect.

[fern*wood]

Your seller dashboard should show you exactly what defects you have.  Buyer cancellations are not defects unless something was done improperly.

[robbie31415]

I have like 50 cancels on a single item and 0 defects.

You do not get defects for buyer requested cancels or issue with buyers address.

[gloryglorygifts]

You should cancel the order, using the buyer requested it,  and the refund will be automatically sent. There's no need to cancel it and then go and issue a refund. Contact an agent at Ebay for business on Facebook or Twitter and have them fix it. 

[albertabrightalberta]

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@hook-and-hanger wrote:

I refunded the customer and when it asked why I click the buyer cancelled option. Should I have cancelled the order then refunded instead?

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When you cancel as "buyer requested," the refund automatically go through. It's not necessary for you to refund the buyer. I think that's why you got the dings.