Help with a cancel order

[motorcyclist1983]

I had to cancel an order after a customer paid me due to a issue with his address.  I sent him a message but he did not reply for several hours. That along with the fact he had no feedback at all I decided to cancel the order.  After I cancelled the order the buyer messaged me with a new address that I was able to get the label to print for in eBay.  Now, I need to stop the refund/cancel order I put in so I can just ship the item since he's already paid anyway.  I can't figure out how to stop the cancel/refund order, can anyone help me find it?

[richard1rst]

Let the cancel go through. When you cancelled it eBay automatically refunded his money so, in fact, you have NOT been paid.  On that basis alone you do not want to send it. If you printed a label cancel that as well. If you send it to any address other than what is on your eBay screen (even if it is the old incorrect address) you lose your seller protection. Have him re-buy it and tell him to make sure he has the correct address.

Basically he has to start over.

[mam98031 · Accepted solution]

---

@motorcyclist1983 wrote:

I had to cancel an order after a customer paid me due to a issue with his address.  I sent him a message but he did not reply for several hours. That along with the fact he had no feedback at all I decided to cancel the order.  After I cancelled the order the buyer messaged me with a new address that I was able to get the label to print for in eBay.  Now, I need to stop the refund/cancel order I put in so I can just ship the item since he's already paid anyway.  I can't figure out how to stop the cancel/refund order, can anyone help me find it?

---

NO.  Let the cancellation happen and the refund.  Then have the buyer repurchase the item and put the proper shipping address on the payment they submit.  You NEED the address on the payment notification you get from PayPal to be the CORRECT ship to address.  If you don't, you lose your Seller Protection in PP.

Let your buyer know.  Why you need to let the cancellation go through and refund the buyer.  Then repost the listing and have the buyer purchase and pay again.  Remind them to use the right address on the payment they submit.

[motorcyclist1983]

awesome, thank you for the help! I will let the buyer know and wait until the refund goes through to do anything further.

[motorcyclist1983]

great, thank you! I will let the buyer know and then after the refund is complete I will repost it and advise him to buy it with the correct address given in PP.

[mam98031]

---

@motorcyclist1983 wrote:
awesome, thank you for the help! I will let the buyer know and wait until the refund goes through to do anything further.

---

If your cancellation went through and the refund wasn't processed, you need to process the refund by going directly to PP and doing the refund from the original transaction.  If you need any help with that, just ask.

If your cancellation is still pending, then your buyer can speed this up.  That would mean Ebay is waiting for them to respond to an email regarding the filing of the cancellation.  Once they respond, instructions would be in the email from Ebay, then the cancellation will approve and you can then refund if Ebay doesn't take care of it automatically.