mam98031 • Volunteer Community Member • Buyer/Seller since 1999
That just doesn't sound right. You should be able to Cancel the transaction and the reason would be Buyer Requested it. Go back to the order sitting in you waiting to be shipped. Click on the arrow beside print a shipping label and a drop down menu will appear. Click on Cancellation and follow the instructions on the screen. This is one way to do it.
You can also go into the listing they purchased from and you can find the cancellation option there too.
@espresso_warehouse wrote:
@mam98031 wrote:That just doesn't sound right. You should be able to Cancel the transaction and the reason would be Buyer Requested it. Go back to the order sitting in you waiting to be shipped. Click on the arrow beside print a shipping label and a drop down menu will appear. Click on Cancellation and follow the instructions on the screen. This is one way to do it.
You can also go into the listing they purchased from and you can find the cancellation option there too.
I can confirm this is what happens if you don't have a pending transfer for them to yank the .30 cents from.
They want a credit card for the 30 cents. I kid you not, and won't allow you to cancel the transaction till you give them a credit card so they can get their 30 cents. I guess that's better than over drafting some poor person's account over 30 cents.
It's trifling. Seems unethical(holding a cancellation hostage) But I heard they are doing away with the 30 cents on cancellation with the next update...who knows...
Then this is something that needs to be reported.
FYI it has NOTHING to do with the 30 cents. If the seller has nothing in Available Funds but does have plenty that will cover the refund from the Pending funds it should process. I've done it myself. So if you and the OP are having this issue, you should contact the Payment team as it is not a normal function, it is a problem.
It also doesn't make sense since the Winter Seller Update announced that we are also going to get our 30 cent transaction fees back on Buyer requested cancellations.
IDK what to tell you. In the past it has not worked that way for me.
As for it being their "policy", I don't think so. But things change around here fast. Please provide a link to the policy that states this.
Typically those with more transaction would run across the issue more often than those that have less transactions.
A pending Payout is not the same thing. Money in MP is one of 3 things. Pending, Available or Payout. If it is in a Payout, then it is moving out of your MP account to your bank account, so that can't help processing a cancellation / refund since the money is no longer in your MP account.
How refunds work
When you offer your buyer a refund, the amount will be paid from the total of your Available, Processing, and On hold funds. If you don’t have enough funds to cover the cost of the refund, the amount will be paid from your linked checking account or an on-file payment method.
- For example, if you issue your buyer a $100 refund and only have $80 in Available, Processing, and On hold funds, your payout checking account or on-file payment method will be used to fund the remaining $20
https://www.ebay.com/help/accepted-payments-policy/default/payment-methods-policy?id=5182
@espresso_warehouse wrote:
@mam98031 wrote:
IDK what to tell you. In the past it has not worked that way for me.
As for it being their "policy", I don't think so. But things change around here fast. Please provide a link to the policy that states this.
Typically those with more transaction would run across the issue more often than those that have less transactions.
A pending Payout is not the same thing. Money in MP is one of 3 things. Pending, Available or Payout. If it is in a Payout, then it is moving out of your MP account to your bank account, so that can't help processing a cancellation / refund since the money is no longer in your MP account.
You should know by now I do not make up stories. If I got the MP terminology wrong I am sorry about that. Call it what you want. If there is no money in the pipeline for them to grab, they want a credit card.
Like I said, it's probably better than them doing a 30 cent pull from a bank account. Putting some poor single mom on check systems so that eBay can get their 30 cents? I bet they did and and some regulator came after them. Now they want a credit card and hold cancellations hostage (since the entire refund goes back to buyer, they still want their 30 cents).
But I really wish they would bill us at the end of the month instead, and do something like pause sales if you still had a balance. Holding a cancellation hostage just feels nasty.
I really hope you don't keep demanding I produce evidence of this.
I never once here or anywhere else accused you of making up ANYTHING. So don't start attributing something to me that I neither said or implied.
I have consistently said that if this is happening to ANYONE they should contact Ebay because there is a problem. And NO if there isn't any money is the Available Funds does Ebay force you or should Ebay force you to pay with a credit card or your checking account UNLESS you do not have enough money sitting in Pending to cover the refund.
IF you don't have enough money in your Pending funds and IF you are a casual seller and do not have the sales history to support that you will have enough money sitting in Pending to cover the negative balance within a couple of days, then yes they will look to your CC or your Checking Account for funding.
You said that what you described is the "Ebay policy". If that is the case, then please post a link to that policy as I previously requested. I posted the policy as I know it to be for your ease, so please let us know where you have read what you believe is correct in the policies please.
Why? If it is a policy as you say, then why not give a link? I gave you a link that says what I've been explaining to be the policy of Ebay, why would you not want to post the policy that you earlier claimed supported your position?
Does your buyer's payment still show as Pending or is it now in Available funds?
If so try the cancellation again. The funds are there for the refund to take place. Any fees you owe above that will have to be paid via a Credit Card or your checking account.
For you this will happen because you do NOT have the sales history to show Ebay that you would have more sales happen in a day or two that will cover your negative balance in your MP account.
This is why this happens to some sellers. Not a computer glitch as I originally stated. I did not take into account that you are a casual seller. That is my fault. But my back and forth with @espresso_warehouse made me check your selling history and I realized you fell into this category of sellers. Ebay would have no way of knowing when they could collect the fees since you sell infrequently.
Soon this will change because the Winter Seller Update says that as of March 1st if the Cancellation is filed with the reason Buyer's Request, Ebay will also refund all fees. So your situation is a temporary problem that will resolve in a couple of weeks.
@espresso_warehouse wrote:
@systemdecor wrote:Quick questions about canceling an order from a buyer. The buyer bought an item yesterday from me and decided to cancel the order this morning.
When I try to cancel the order this morning, it would not let me cancel the order. It asks me to add a credit card. Why would I need to add a credit card when the money should come from the buyer???
But the money that the buyer paid yesterday is still showing "Processing". Does that mean when the money is released, I can cancel the order and the buyer will get the refund?
I have been selling on ebay for about 8 years now and have never seen this before. It use to be so easy to cancel and order with a click of a button, now things are getting more difficult to cancel and order. Bad experience for the buyers and sellers.
Thanks for any advice!They will hold the cancellation hostage until you give them a credit card. The issue here is that cancelling the transaction costs you 30 cents on top of all the other fees and whatnot. So where does that 30 cents come from?
Your credit card 🤣
Since they are refunding the buyer in full, they really want their 30 cents and seem to be prepared to hold the cancellation hostage until you comply.
It's a newish thing. It's also supposedly going away with the next update but who knows.
Per-order fee credit for cancelled transactions
Currently, eBay keeps a $0.30 per-order fee when an order is cancelled due to a buyer request. This is in line with fees that other marketplaces and third-party payment processors apply in similar buyer cancellation cases. We're excited to announce that starting March 1, 2022, eBay will refund the entire final value fee, including the $0.30 per-order fee, when you approve a buyer’s cancellation request. We recognize that buyers may cancel transactions for various reasons at no fault of the seller and we want to support you by refunding 100% of the final value fee.
https://pages.ebay.com/seller-center/seller-updates/2022-winter/business.html
You aren't wrong. Through our back and forth I had not taken into consideration that both you and the OP are Casual Sellers. As I previously explained if you don't have the sales history to support that there would be funds to cover everything in a couple of days or so, they will look to your back up funding source or your Checking account for funding. That seems to be what is happening to the OP and likely what happened to you in the past.
This would change as you build up a sales history.
