Can't cancel order once marked as shipped? How do I do this now. No option to do so.

[fryeguy211]

I have a buyer who makes a purchase and I print the label shortly after.  After printing the label,  I see an email from Ebay that the buyer wanted to cancel their purchase but could not because I already shipped.  I now how no option anywhere to cancel this order because Ebay thinks I shipped it. 

Is this now impossible to do?  If not how do I do this.  There is no cancel button anywhere.

[mam98031]

Buyers can request a cancellation, but a buyer has NO ability to actually cancel a transaction whether it is shipped or not shipped.  The only person that can do that is the seller.

If you merely printed the shipping label and have not yet shipped, go and cancel the shipping label.

Then go into your Resolution Center and cancel the transaction.  

If you have actually shipped, notify your buyer that you are unable to cancel the transaction because you have already shipped and give them the tracking number.

If you need any further help, just ask.

[myboardid]

You should be able to do it from your Resolution Center.  Also, cancel your label.  You only have a short amount of time to do that after it has been printed.

[pooh333piglet]

I have had to call ebay when this happens. I could not find a way to cancel. No option in Resolution Center. At this time you need to do a chat (cant call) but ebay rep can still read the request and they will cancel it for you

[fryeguy211]

The shipping label only has been printed.  It has not been shipped.  I have already voided the label. 

There is no option anywhere to cancel, even in the resolution center.  Next to the order there is "see cancel details". 

When I click see cancel details, there is a message that says "You let us know that you can no longer cancel this order because you already shipped it on May 16, 2020."

So how do I do this.  There is no option anywhere to cancel their purchase.  I can't refund their Paypal payment until order is cancelled.  I have tried emailing Ebay and am waiting on a phone call from them, if that ever happens, to see if they can cancel the order for me.  It's so frustrating. 

[rebell45]

You've done about all you can do, just wait to see if they refund the buyer. Might take a little while.

[fryeguy211]

Buyers order has not been cancelled. There is no way for me to do so. I'm waiting to hear back from Ebay to see if they can cancel the transaction for me. Buyer has not been refunded yet as order isn't cancelled.  I have not heard anything from the buyer regarding their attempted cancellation but assume they still want it cancelled.

[fryeguy211]

There is no option to chat with Ebay only email or have them call me. Everytime that I checked the call me option has been unavailable but I was able to finally leave a call back number. Hopefully they call.

[mam98031]

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@pooh333piglet wrote:

I have had to call ebay when this happens. I could not find a way to cancel. No option in Resolution Center. At this time you need to do a chat (cant call) but ebay rep can still read the request and they will cancel it for you

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No it is there.

[mam98031]

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@rebell45 wrote:
You've done about all you can do, just wait to see if they refund the buyer. Might take a little while.

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No, it doesn't work that way.  This won't happen.  A buyer can not EVER cancel a transaction, they can only request a cancellation.  The seller has to process the actual cancellation.

@rebell45 

[mam98031]

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@fryeguy211 wrote:

The shipping label only has been printed.  It has not been shipped.  I have already voided the label. 

There is no option anywhere to cancel, even in the resolution center.  Next to the order there is "see cancel details". 

When I click see cancel details, there is a message that says "You let us know that you can no longer cancel this order because you already shipped it on May 16, 2020."

So how do I do this.  There is no option anywhere to cancel their purchase.  I can't refund their Paypal payment until order is cancelled.  I have tried emailing Ebay and am waiting on a phone call from them, if that ever happens, to see if they can cancel the order for me.  It's so frustrating. 

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https://resolutioncenter.ebay.com/

So this doesn't appear when you go to the Resolution Center?

This is a new problem as far as I'm aware.  I've done this myself before.  But apparently they have changed the process.  I was not aware of that.  

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

And YES you are absolutely correct, DO NOT refund them through PP without first getting the cancellation filed in Ebay.  We need to get this figured out for you first.

[luckythewinner]

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@pooh333piglet wrote:

I have had to call ebay when this happens. I could not find a way to cancel. No option in Resolution Center. At this time you need to do a chat (cant call) but ebay rep can still read the request and they will cancel it for you

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When I go to the seller hub and click on "all orders", I can cancel any order whether it is unpaid, paid, shipped, or delivered: 

 

[vrie39]

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@fryeguy211 wrote:

Is this now impossible to do?  If not how do I do this.  There is no cancel button anywhere.

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The option to cancel may not necessarily appear as a "button" per se.