Buyer wants to cancel order after payment and shipping label created

[electrobeyond]

An item sold, I created a shipping label and almost immediately after the buyer send a message asking if they could cancel the order. I asked them to send a cancellation request but they haven't responded. How can I handle this situation without getting a defect? I understand that I'm also going to have to void the shipping label.

[katzrul15]

You're going to select "Buyer Cancelled" as the reason for the cancellation and we can walk you thru cancelling the USPS shipping label.  You will not get a defect on this as the Buyer asked to cancel.

[pikabo-icu]

Cancel at buyers request.. No defect..

For voiding the shipping label. 

https://www.ebay.com/help/selling/posting-items/labels-packaging-tips/buying-printing-postage-labels... 

Sorry Katz geeze slow typist corner for me.. 

[electrobeyond]

I don't see an option to cancel, just to send a refund.

[katzrul15]

Just go to the transaction in Seller Hub, on the drop down menu on the left of that order, you can select to cancel the order and the reason is "buyer cancelled".

[electrobeyond]

Actually, when I click on "send a refund" then buyer cancellation is one of the reasons.

Thank you for your help.

[pikabo-icu]

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@electrobeyond wrote:

I don't see an option to cancel, just to send a refund.

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No worries..

Check this out..

https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136 

[katzrul15]

Go to Seller Hub - Orders - select "orders shipped"

Left hand side drop down menu - there will be an option to "Cancel Order"

[katzrul15]

[katzrul15]

You will still need to go void the shipping label.

Use Pika's link above that she posted on voiding a USPS shipping label.

[electrobeyond]

On my account it has all of those options except for "cancel order". When I try to use the link above I get the error message "This listing has been removed, or this item is not available."

[electrobeyond]

Thanks for the link. The item shows up but when I click on it I get the error message "This listing has been removed, or this item is not available." Also, there is no "cancel order" option on the menu, either.

[pikabo-icu]

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@electrobeyond wrote:

Thanks for the link. The item shows up but when I click on it I get the error message "This listing has been removed, or this item is not available." Also, there is no "cancel order" option on the menu, either.

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Did you access it as Katz suggested from seller hub?

You use the refund option and then at buyers request IIRC  She posted a photo..

[katzrul15]

@electrobeyond  - that is really weird.  It should have that option for you.  You are in "orders shipped", correct on Seller Hub?

Did you just ship it?  You should have the option regardless of the status of the order (shipped, pending, etc)

I just shipped multiple orders for today and it will let me cancel any of them.  Really odd.

[electrobeyond]

Yes, it literally has every single option on there except for "cancel order". This is why I am confused because in the past I would just click that option like you posted. It is not only no there but if I try to use the link that the other poster in here sent it gives me an error message when I click on the item. The only option I realistically believe that I can use is click on "send refund" and then click on reason as "buyer cancelled". I just want to make absolute sure that I am not going to receive a defect for doing it this way.