Cancellation Policy

[ny-top-tek]

Hello, I would like to ask what "reason" you usually use when refunding buyers through eBay when the item they received is damaged during shipping and defective items. I recently received a warning on eBay that I should be careful using the right reason for sending a refund. let me know what you think.

[klhmdg]

If you are refunding for damaged item - use that as the reason.

[ny-top-tek]

would it be counted as out of stock as well? what about defective items is it counted as damaged items too?

[onlinecentral]

If you cancel and refund Before the shipment arrives, and you select Out-Of-Stock for the reason, it is a big deal to eBay. You will get an Out-Of-Stock Strike. Too many strikes results in a selling restriction.

If you cancel and refund After the shipment arrives, you can use any reason and rest assured you will Not get a strike.

[klhmdg]

No - if you cant ship because you dont have or you damaged the item, then you cancel for Out of Stock

[luckythewinner]

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@ny-top-tek wrote:

Hello, I would like to ask what "reason" you usually use when refunding buyers through eBay when the item they received is damaged during shipping and defective items. I recently received a warning on eBay that I should be careful using the right reason for sending a refund. let me know what you think.

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The title of your post says "cancellation policy" and in your post you talk about refunding the buyer after an item is delivered and is either damaged or defective. 

Cancelling a transaction and refunding a buyer are two completely different things. 

If I were refunding because the item arrived damaged, I would pick "item not as described" as the reason.  That would not be counted as an Out of Stock defect. 

[eunster1313]

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@ny-top-tek wrote:

Hello, I would like to ask what "reason" you usually use when refunding buyers through eBay when the item they received is damaged during shipping and defective items. I recently received a warning on eBay that I should be careful using the right reason for sending a refund. let me know what you think.

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You are not allowed to cancel an order if it arrives damaged to refund a buyer.

Order cancellation policy

https://www.ebay.com/help/policies/member-behavior-policies/order-cancellation-policy?id=5298&st=12&... 

If an item arrives damaged you are supposed to follow this policy.

If the buyer got their item but it’s faulty, damaged, or doesn't match the

listing description, you need to work with them to resolve their issue.

Manage returns, missing items, and refunds for sellers

https://www.ebay.com/help/selling/managing-returns-refunds/manage-returns-missing-items-refunds-sell... 

[mam98031]

Wait, you are talking about TWO different things.

If you are refunding a buyer because it was damaged in shipment, then you should be refunding from a Request for Return that the buyer filed.  Unless you and the buyer has just been communicating about this problem and you decided to refund the buyer.  Which this process is absolutely fine by the way.

But either way, when you refund the buyer, if it is from a claim, you don't have to put in a reason. 

If you are refunding a buyer because of an agreement you made with them via communications and no claim is open, the reason for the refund you type in is simply a mutual decision by buyer and seller.  As far as I know Ebay does not track the reasons for why we refund outside the claim system.

It is like you are confusing this process with processing a Cancellation on a transaction.  The reason selected does matter and Ebay does track it.  However if you are refunding your buyer because the item was defective, there is NO NEED to file a Cancellation.  It will do nothing for you.

When you issue the refund in full or partial, Ebay will refund your fees for the amount of the refund.  If you are filing a Cancellation too, it is unnecessary and is likely causing you the problem that resulted in a warning.