Buyer requests to cancel order issue?

[depave-13]

Hi all I sold two separate items to a buyer and he only paid for one of them. They then sent me a message saying to cancel the order because of a problem with their account and it won't let them pay. I am very confused and have reached out to them multiple times asking if they wish to cancel both orders or just the one they didn't pay for. They will not respond to me and it has been several days and I am supposed to ship the order that was paid for tomorrow. What do I do here?? I am very confused 

[klhmdg]

I would cancel both

[stainlessenginecovers]

Seems obvious to me; cancel the item they did NOT pay for. Ship the one they DID pay for. 

[reallynicestamps]

Some sales are not worthwhile.

Cancel both as Buyer Request.

Let her know you have cancelled both "at her request".

The customer will get her money back automatically, you will not be out the fees and the shipping cost (including packaging), there will be no blowback on your account.

Then if the customer still wants one of the items she can buy it again.

Provided you did not add her to your Blocked Bidder List as a timewaster.

Note that with Cancellations, both parties can still leave feedback.

------------------------------------------------

Politely.- Captain Malcolm Reynolds.

[aqeeqsouq]

@depave-13 

- Don't ship the item, just cancel it and refund the buyer, there is no time to ship it, may ebay will place "Late shipment" defect in your seller performance.

- about the other item that the buyer didn't pay for it yet, i recommend you to cancel it too and choose the reason of the cancellation "Buyer didn't pay" , in this case he will not be able to leave you a negative feedback.

[redmodelt]

Ship the one they paid for and cancel the other one on day 5 after it sold. Could be they are just jacking you around because they changed their mind on the 2ed one. Then add, as said, to your blocked buyers list. 

https://www.ebay.com/bmgt/BuyerBlock

I would not lie about why you would cancel the paid for item, esp if they have not responded to your emails, that would be breaking eBay rules, nor should anyone be suggesting it. 

[depave-13]

Thanks all I probably will end up canceling them both. But I fear the buyer will get mad and say something like they didn't ask for the one paid for item to be cancelled... I just wish they would communicate with me 

[aqeeqsouq]

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@depave-13 wrote:

Thanks all I probably will end up canceling them both. But I fear the buyer will get mad and say something like they didn't ask for the one paid for item to be cancelled... I just wish they would communicate with me 

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As i mentioned you, You need to cancel the unpaid item and choose the reason of the cancellation as "Buyer didn't pay" so if the buyer get mad and decided leave you a vengeful negative feedback, ebay will not allow the buyer to leave negative feedback in case if the reason of the cancellation is "Buyer didn't pay" .

@depave-13