Confused buyer bought duplicates I'm on hook

[randysouders]

I noticed a buyer bought and paid for duplicates of the same item so I contacted her to make sure she wanted several before shipping. She said she did not, that she was elderly, got confused and asked "me" to cancel the duplicates. I explained that SHE needs to request they be cancelled and sent her step-by-step instructions. However, she doesn't seem capable of figuring it out. So now eBay is sending me messages that I'm "late" in shipping the items to her.

Should I just mark them "shipped"to get eBay off my back? As it is they have already charged my Final Value Fees. Or, if I just refund the over payment, will I get dinged for more fees?  I've tried using the "How Sellers can cancel an order" but can't get it to work. Thoughts?

https://export.ebay.com/en/customer-service/transactions/cancel-transaction/

[itscalledapostingid]

You as the seller just cancel them with the reason "buyer requested to cancel."

[lamber9347 · Accepted solution]

@randysouders All you have to do is cancel the transaction using buyer requested. You will be refunded for all of your fees and buyer received a full refund. You now have a demerit for late shipping because of this. If you mark the item shipped without actually shipping anything, you will receive an item not received case. Best of luck to you....

[mtgraves7984]

I explained that SHE needs to request they be cancelled and sent her step-by-step instructions.

@randysouders 

It sounds like she did request it, after you pointed it out to her... the seller  is who cancels. Use the drop down menu to the left of the duplicates to tick to cancel each duplicate. Cite 'Buyer requested'. You'll get your FVFs back. Good luck.

[nobody*s_perfect]

Just cancel the order, citing "Buyer requested."  The buyer has already clearly requested the cancellation, so there's nothing else that she has to do.

The page that you  linked to explains: "If the buyer sends you a message asking you to cancel the order, you can cancel it from Seller Hub or from the Sold section in My eBay by following the instructions above."

[randysouders]

Thanks... you're a lifesaver. I've never had a situation like this and assumed only the buyer could request a cancellation and refund. I found the link and have bookmarked it
https://www.ebay.com/help/selling/getting-paid/sellers-can-cancel-order?id=4136

[jscar59]

You will still be charged a 30 cent credit processing fee for each sale cancelled.

[mam98031]

The ONLY time a buyer can send a formal request to cancel a transaction is within one hour of the purchase.  After that they just need to email you and ask you if you would cancel it.  You have an email where the buyer asked you to cancel the duplicate orders.  Why is that not good enough??

You should have not problem cancelling the orders using the reason the buyer requested it, as the buyer did.

No need to make this more complicated than it has to be.

[coolections]

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@randysouders wrote:

she was elderly, got confused and asked "me" to cancel the duplicates. I explained that SHE needs to request they be cancelled.

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Not confused buyer, confused seller. Just cancel and add person on block list and be done.

[mam98031]

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@lamber9347 wrote:

@randysouders All you have to do is cancel the transaction using buyer requested. You will be refunded for all of your fees and buyer received a full refund. You now have a demerit for late shipping because of this. If you mark the item shipped without actually shipping anything, you will receive an item not received case. Best of luck to you....

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What, why?  

First the "demerit" is actually a Defect as they can see on their Seller Dashboard.

The seller does not get all the fees refunded, most of them yes, but not all.  The FVF is refunded, but the 30 cent per transaction fee is not.

"If you mark the item shipped without actually shipping anything, you will receive an item not received case."  Why would this happen?  It certainly isn't automatic.  The buyer would have to file the claim and why would they do that when they wanted the purchases cancelled?