Buyer Wants to Cancel a "No Returns" Order That He Says was a "Mistake"

[cast_iron_connoisseurs]

The buyer ordered and paid for an item that is "seller does not accept returns".  I purchased the UPS shipping label, but before I could ship the item, the buyer sent me a message stating that making the purchase was a "mistake".

The payment to me is pending and I still have the item. I have no problem cancelling, then sending a refund, however the system won't let me cancel the order.

Should I send a full refund or should I deduct the fees for selling, promotion and shipping that I have paid?

[firesteel_surplus]

On ebay there is no such thing as "No Returns" from the seller. I'll see if I can find the link quick...

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

But trust me...ebay's return policy smashes your "no return" policy to smithereens and ebay is VERY liberal on the buyer's behalf....

Mike

Firesteel Surplus

[kensgiftshop]

@cast_iron_connoisseurs 

Do you get an error message when you try to cancel the order?

With UPS, you're not charged for the label if it's never used.

[titipeo]

There is no "seller does not accept returns". eBay has a wonderful Money Back Guarantee that protects buyers. When you say seller does not accept returns, it will mean to eBay that they will refund to buyer and let them keep the item, so you loose. If buyer already contacted you and asked you to cancel, best to do, since they can easily raise a return on you, or with their payment source. Either way you loose. 

Ask the buyer to post the cancel on their side, or do a cancellation from your side and use "buyer requested cancellation" since it is true and you have evidence of such. Fees should be returned, except the listing fee, or maybe it will be returned, I can't remember on that one. You can get a refund on the label that you purchased by cancelling it as well. 

Good luck. 

[mtgraves7984]

Should I send a full refund or should I deduct the fees for selling, promotion and shipping that I have paid?

@cast_iron_connoisseurs 

If/when you cancel the order, the buyer will automatically get a full refund. All you'll lose is the $.30 Transaction Fee.

[randysauto01]

If the item is already "marked as shipped" on ebay, you will have to go in and change it to the option of Item not shipped. Once you do that, it should free up the option to cancel the order, and of course I'm sure you know, choose the "customer requested cancellation" option.

[7606dennis]

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@firesteel_surplus wrote:

On ebay there is no such thing as "No Returns" from the seller. I'll see if I can find the link quick...

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

But trust me...ebay's return policy smashes your "no return" policy to smithereens and ebay is VERY liberal on the buyer's behalf....

Mike

Firesteel Surplus

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I believe that your post isn't entirely accurate.  While the MBG does override a seller's no return policy in matters of NAD returns, in this case it appears to be a remorse return in which case the seller's return policy would apply.  

[fashunu4eeuh]

”Should I send a full refund or should I deduct the fees for selling, promotion and shipping that I have paid?”

Ebay no longer allows sellers to assess a restocking fee. But once the refund goes thru, you will be credited all fees except the $0.30, as another poster advised.

[7606dennis]

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@fashunu4eeuh wrote:

”Should I send a full refund or should I deduct the fees for selling, promotion and shipping that I have paid?”

Ebay no longer allows sellers to assess a restocking fee. But once the refund goes thru, you will be credited all fees except the $0.30, as another poster advised.

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Actually, I believe that eBay, in the case of remorse returns, does allow the seller to keep the original shipping if it was billed separately and free shipping wasn't used.  Depending upon the OP's policy the buyer would also have to pay the return shipping.  However, since the seller has a no returns policy, they are not required to accept the return at all.

Of course, the seller can, and in this case decided, to go ahead and accept the return.  I would probably only refund the item price if free shipping wasn't used in the listing.  Of course, that is up to how generous the OP is feeling.  OP could just say "Merry Christmas" and refund the full amount.

I'm curious as to what kind of mistake it was that the buyer made? 

[mtgraves7984]

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@7606dennis wrote:

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@fashunu4eeuh wrote:

”Should I send a full refund or should I deduct the fees for selling, promotion and shipping that I have paid?”

Ebay no longer allows sellers to assess a restocking fee. But once the refund goes thru, you will be credited all fees except the $0.30, as another poster advised.

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Actually, I believe that eBay, in the case of remorse returns, does allow the seller to keep the original shipping if it was billed separately and free shipping wasn't used.  Depending upon the OP's policy the buyer would also have to pay the return shipping.  However, since the seller has a no returns policy, they are not required to accept the return at all.

Of course, the seller can, and in this case decided, to go ahead and accept the return.  I would probably only refund the item price if free shipping wasn't used in the listing.  Of course, that is up to how generous the OP is feeling.  OP could just say "Merry Christmas" and refund the full amount.

I'm curious as to what kind of mistake it was that the buyer made? 

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The OP mentions that it's a cancellation, not a Return.

[cast_iron_connoisseurs]

I think it was buyer's remorse and not a mistake. 

[mtgraves7984]

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@cast_iron_connoisseurs wrote:

I think it was buyer's remorse and not a mistake. 

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@cast_iron_connoisseurs 

You're probably right. But you're even more right in cancelling, especially since you have no problem with it.

[buyselljack2016]

.  I would probably only refund the item price if free shipping wasn't used in the listing. 

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unused UPS label. There is no "shipping loss" that would need to be retained by the seller if the request to cancel is done.

[jayjaspersgarage]

"but before I could ship the item, the buyer sent me a message stating that making the purchase was a "mistake"."

Consider yourself lucky they were so fast to contact you.  Usually when this happens to me, almost never, I am just pulling out of the post office parking lot when the email arrives with the bad news.  Better to have an item in hands than watch it take a 6,000 mile round trip.

[evry1nositswindy]

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@cast_iron_connoisseurs wrote:

The buyer ordered and paid for an item that is "seller does not accept returns".  I purchased the UPS shipping label, but before I could ship the item, the buyer sent me a message stating that making the purchase was a "mistake".

The payment to me is pending and I still have the item. I have no problem cancelling, then sending a refund, however the system won't let me cancel the order.

Should I send a full refund or should I deduct the fees for selling, promotion and shipping that I have paid?

This is not a return situation.  The buyer requested to cancel the order.  Cancel the order.  It is that simple.  You do not need to withhold anything from the buyer because all you are out is the 30 cent transaction fee.  Don't use the UPS label and you won't be charged.

I have read some threads lately where the seller refuses to cancel and the buyer creates even more headaches with returns and negative feedback.  Cancel the order.  Bullet dodged, block the buyer.  The End. 

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