Did something change with the cancellation process?

[sin-n-dex]

Buyer buys an item and immediately requests to cancel.

I put the cancel through. On my payments page, it shows a refund that has been completed.

But the order is still sitting on my page of stuff to be shipped and I did not receive any emails to confirm this cancellation went through. The only evidence is that a refund was issued right away when I cancelled.

Has something changed? They used to approve a cancellation and relist the item right away. I don't see how they can give the buyer their money back on one hand, and on the other hand be telling me I'm supposed to ship this item that I've refunded.

This is pretty irritating, I want to pack and ship orders and I don't want to mess up and do theirs in the dozen or so that I'm doing this afternoon. I put this refund through 20 minutes ago and it's not supposed to take this long.

C.

[katzrul15]

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@sin-n-dex wrote:

Buyer buys an item and immediately requests to cancel.

I put the cancel through. On my payments page, it shows a refund that has been completed.

But the order is still sitting on my page of stuff to be shipped and I did not receive any emails to confirm this cancellation went through. The only evidence is that a refund was issued right away when I cancelled.

Has something changed? They used to approve a cancellation and relist the item right away. I don't see how they can give the buyer their money back on one hand, and on the other hand be telling me I'm supposed to ship this item that I've refunded.

This is pretty irritating, I want to pack and ship orders and I don't want to mess up and do theirs in the dozen or so that I'm doing this afternoon. I put this refund through 20 minutes ago and it's not supposed to take this long.

C.

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If it has only been 20 min, I would give it a while longer.  Under the payment tab, what is it showing there?  Does it show it is processing a payment back to the Buyer (pending), etc?  If you go to the actual transactions view, what does it show there?  Open to ship or has it moved from in the Orders tab?

[wastingtime101]

It takes a while to process sometimes. The refund might go through right away, but the switch to cancelled status is often delayed. The e-mail won't go out until the switch to cancelled status is complete.

Takes about half an hour on average with my account, but sometimes it takes a few hours. Once in a while it'll go through within 15 min.

[sin-n-dex]

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@katzrul15 wrote:

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@sin-n-dex wrote:

Buyer buys an item and immediately requests to cancel.

I put the cancel through. On my payments page, it shows a refund that has been completed.

But the order is still sitting on my page of stuff to be shipped and I did not receive any emails to confirm this cancellation went through. The only evidence is that a refund was issued right away when I cancelled.

Has something changed? They used to approve a cancellation and relist the item right away. I don't see how they can give the buyer their money back on one hand, and on the other hand be telling me I'm supposed to ship this item that I've refunded.

This is pretty irritating, I want to pack and ship orders and I don't want to mess up and do theirs in the dozen or so that I'm doing this afternoon. I put this refund through 20 minutes ago and it's not supposed to take this long.

C.

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If it has only been 20 min, I would give it a while longer.  Under the payment tab, what is it showing there?  Does it show it is processing a payment back to the Buyer (pending), etc?  If you go to the actual transactions view, what does it show there?  Open to ship or has it moved from in the Orders tab?

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It's now been two hours - no email.

The refund part is showing as "complete". I called eBay about an hour ago and they said it's the cancellation status that's in pending (not the refund). I just thought it went through a lot quicker than that... but I don't get tons of people cancelling (and sometimes I cancel first thing in the morning and go to work and forget about it, so I lose track of how long that takes).

C.

[katzrul15]

@sin-n-dex 

I do not get an email telling me the cancellation is complete.  I can only see that it is pending in the Seller Hub view and then see when it is considered completed once it is done.  

Have not gotten "emails" on this sort of thing in a really long time.  I use the Seller Hub to determine the status based on what I can view in the Payments and Transactions/order tabs.  

[wastingtime101]

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@sin-n-dex wrote:

I called eBay about an hour ago and they said it's the cancellation status that's in pending (not the refund).

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Wow, CS gave a correct answer! We don't see that often. 😂

[sin-n-dex]

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@katzrul15 wrote:

@sin-n-dex 

I do not get an email telling me the cancellation is complete.  I can only see that it is pending in the Seller Hub view and then see when it is considered completed once it is done.  

Have not gotten "emails" on this sort of thing in a really long time.  I use the Seller Hub to determine the status based on what I can view in the Payments and Transactions/order tabs.  

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I checked seller hub, and it says cancellation is pending.

CSR had told me it could take up to 24 hours. I just don't remember it taking this long.

Does someone need to verify that the buyer really requested cancellation? Based on complaints I see on the buying board I can see why they might have to start doing this.

C.

[duncanvr]

Manually move it to archived, that will get it out of awaiting shipment.

[wastingtime101]

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@sin-n-dex wrote:

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CSR had told me it could take up to 24 hours. I just don't remember it taking this long.

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That was again correct info from CS. Think of it like posting a new listing. It can go live in search more or less instantly, in 15 min, in 3 hours, or up to 24 hours later. The listing is live on your seller hub active listings page, but until it indexes it won't appear in search. In the same sense, the refund is processed, but until the system finishes processing it, the order won't officially show a cancelled status.

Any time a buyer sends a message and asks to cancel, I reply and let them know the refund was processed on my end and eBay will notify them once the cancellation is complete, which can take their system up to 24 hours to finish processing. Occasionally it does take that long, but most of the time it doesn't.

[simply-the-best-for-you]

Just happened to me too & I started a thread (didn't see this one).  Going on 2 hours for the cancellation.  Normally takes 5 minutes max.  So it's not just you. 

[sin-n-dex]

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@duncanvr wrote:

Manually move it to archived, that will get it out of awaiting shipment.

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I did do this, just before printing postage for them all. I had something like 10 orders to do postage for (printing postage today, will actually pack tomorrow before going to Chit Chats with the packages).

eBay CSR said moving it to archived would have no effect on the refund.

That being said, it's been 5.5 hours... cancellation is still pending.

C.

[sin-n-dex]

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@wastingtime101 wrote:

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@sin-n-dex wrote:

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CSR had told me it could take up to 24 hours. I just don't remember it taking this long.

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That was again correct info from CS. Think of it like posting a new listing. It can go live in search more or less instantly, in 15 min, in 3 hours, or up to 24 hours later. The listing is live on your seller hub active listings page, but until it indexes it won't appear in search. In the same sense, the refund is processed, but until the system finishes processing it, the order won't officially show a cancelled status.

Any time a buyer sends a message and asks to cancel, I reply and let them know the refund was processed on my end and eBay will notify them once the cancellation is complete, which can take their system up to 24 hours to finish processing. Occasionally it does take that long, but most of the time it doesn't.

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I sent her a message about half an hour after initiating the refund to let her know I approved the cancel, and if eBay sends a message confirming if she requested cancel, to please confirm. (I wasn't sure if they'd do that or not, but CSR said they don't check with buyers if they cancelled or not, I presume retroactive defects are awarded when a buyer complains).

C.

[sin-n-dex]

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@simply-the-best-for-you wrote:

Just happened to me too & I started a thread (didn't see this one).  Going on 2 hours for the cancellation.  Normally takes 5 minutes max.  So it's not just you. 

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Thanks for confirming.

As I said to the CSR, I'm a bit OCD... so having it hanging in my pending shipments was really bugging me. (That's when I asked if I can archive it, and the buyer would still get their refund and transaction cancelled, CSR said it's OK to archive).

I'm going on 5.5 hours... but I'm trying to move on from that. Tuesday is payout day for me (weekly) and I need to calculate the brick and mortar store's share of my sales to be able to spend my share... so I've switched tasks to do bookkeeping tonight instead.

C.

[simply-the-best-for-you]

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@sin-n-dex wrote:

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@simply-the-best-for-you wrote:

Just happened to me too & I started a thread (didn't see this one).  Going on 2 hours for the cancellation.  Normally takes 5 minutes max.  So it's not just you. 

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Thanks for confirming.

As I said to the CSR, I'm a bit OCD... so having it hanging in my pending shipments was really bugging me. (That's when I asked if I can archive it, and the buyer would still get their refund and transaction cancelled, CSR said it's OK to archive).

I'm going on 5.5 hours... but I'm trying to move on from that. Tuesday is payout day for me (weekly) and I need to calculate the brick and mortar store's share of my sales to be able to spend my share... so I've switched tasks to do bookkeeping tonight instead.

C.

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It's not just the 2 of us, several others have chimed in on my thread, so it's some sort of glitch or processing delay for everyone today. 

[sin-n-dex]

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@simply-the-best-for-you wrote:

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It's not just the 2 of us, several others have chimed in on my thread, so it's some sort of glitch or processing delay for everyone today. 

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I just got notification that I successfully cancelled the order, and the notification that it was relisted.

I guess I just think it's tricky enough to deal with buyer problems that we don't need technical problems making it difficult for us to solve our buyer's issues.

C.