eBay

bigdeals.etc · ‎01-11-2019

I've had a few buyers end up purchasing multiple items in one transaction. And before I send it out, the buyer asks to cancel like 2 out of the 5 items they bought. For now, I've just cancelled the whole thing then tell them to re-purchase. A few times, the buyer leaves and I never hear from them again. Only a few buyers actually listened and re-purchased.

Is there a way or work-around to partially cancel and order? I've thought of having the buyer file a remorse return (purchased by mistake) for the items that they didn't want and leave the others alone... before I even send out the items. And then I just click to refund the buyer immediately thru the returns page and just send the remaining items out. That'll work, right? I'd probably lose to a late shipment metric though... is there a better way?

Anonymous · ‎01-11-2019

eBay's system lacks functionality in this area. I usually do a partial refund through the PayPal transaction for the items they want to cancel. That won't be possible once we're all opted into managed payments.

bigdeals.etc · ‎01-11-2019

@Anonymous wrote:
eBay's system lacks functionality in this area. I usually do a partial refund through the PayPal transaction for the items they want to cancel. That won't be possible once we're all opted into managed payments.

So you just eat the FVFs?

lintbrush* · ‎01-11-2019

You can't.

I'd let the buyer know of eBay's stupid rule and direct them here: https://www.ebay.com/help/buying/canceling-order/canceling-order?id=4004

It states:

Tip
Keep in mind that if your purchase contained more than one item, the entire transaction will need to be canceled – you can't cancel individual parts of an order.

Anonymous · ‎01-11-2019

@bigdeals.etc wrote:
So you just eat the FVFs?

No. I call eBay and show them the buyer's message and that I partially refunded since the buyer didn't want to cancel the entire order, just part of it. They manually credit back the fees on the amount I refunded.

One time I ran into a rep that didn't want to issue a credit so I pointed out that this was making things easier for the buyer because eBay's system didn't have the needed functionality. Stress that you did it for the buyer - good customer service.

bigdeals.etc · ‎01-11-2019

@Anonymous wrote:
@bigdeals.etc wrote:
So you just eat the FVFs?
No. I call eBay and show them the buyer's message and that I partially refunded since the buyer didn't want to cancel the entire order, just part of it. They manually credit back the fees on the amount I refunded.

One time I ran into a rep that didn't want to issue a credit so I pointed out that this was making things easier for the buyer because eBay's system didn't have the needed functionality. Stress that you did it for the buyer - good customer service.

I see. Did ebay give you your entire FVF back or pro-rated? I think your plan would work if done exactly in the order as you specified despite you may have to cycle thru some agents to find one to agree to it. If you call ebay to give you the FVF and stay on the phone while you Paypal refund, the agent will most likely just tell you to cancel the whole thing and tell the buyer to re-purchase. They don't care that often times that will frustrate the buyer and likely they won't care to come back and re-purchase.

bigdeals.etc · ‎01-11-2019

@lintbrush* wrote:
You can't.

I'd let the buyer know of eBay's stupid rule and direct them here: https://www.ebay.com/help/buying/canceling-order/canceling-order?id=4004

It states:
Tip
Keep in mind that if your purchase contained more than one item, the entire transaction will need to be canceled – you can't cancel individual parts of an order.

What a stupid rule... I wish I can thumbs down your post 🙂

Anonymous · ‎01-11-2019

Pro-rated. Refund $50 on a $150 purchase, get a FVF credit on the $50. I have never had to cycle through agents. One call, 5 minutes with the rep, problem solved.

I don't run into this often so I don't know if that's a factor. If you find yourself running into this issue every week then time might be better spent advocating for a change in the system's functionality. They're making changes because of managed payments so this would be the time to push.

Edit to add the link that has the payments phone number. That might be your best avenue to provide this kind of feedback.

https://pages.ebay.com/seller-center/service-and-payments/managed-payments-on-ebay.html

lintbrush* · ‎01-11-2019

@bigdeals.etc wrote:
@lintbrush* wrote:
You can't.

I'd let the buyer know of eBay's stupid rule and direct them here: https://www.ebay.com/help/buying/canceling-order/canceling-order?id=4004

It states:
Tip
Keep in mind that if your purchase contained more than one item, the entire transaction will need to be canceled – you can't cancel individual parts of an order.
What a stupid rule... I wish I can thumbs down your post 🙂