How to Handle this cancellation request?

[kiralicious]

I had a purchase go through late friday for some toys to a 0 feedback buyer.  I get a an EMAIL to my personal /paypal email address Saturday asking for a refund for the purchase.   I responded and let them know that if they'd like to cancel the transaction they would have to contact me through the ebay messaging system to ask for the cancellation and I would have no problem cancelling the  order (I as well messaged them through the ebay system saying I recieved their email and to please request the cancellation through the ebay system).

Next day (Yesterday) I get a response via EMAIL saying their daughter placed the order and they don't have access to the account she purchased it from . 

I feel like i'm going to get screwed no matter what I do in this situation. I don't want to cancel it without it being shown it was requested in my ebay messages.  Do I just ship it out anyway?

Any advice would be appreciated. 

[nobody*s_perfect]

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@kiralicious wrote:

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 ... I get a response via EMAIL saying their daughter placed the order and they don't have access to the account she purchased it from . .... 

If they don't have access to that account, then they have no authority to cancel the transaction.  The daughter has purchased and paid for the item.  It's not clear why the parent thinks it should be canceled.   And how did they get your email address if they're not involved in the transaction? How old is this daughter -- is she 12 or is she 30?

Have you sent a message to the daughter about this, either through eBay Messages or to the email that was attached to the Paypal payment? This might even be one of those rare occasions where it would be appropriate to pull the buyer's contact info and call them.

[kiralicious]

The EMAILS are coming from the same email address listed on the sales summary.  They are saying the daughter used guest checkout signing up with their email address and payment information and they didn't realize she'd done so until they got an email saying a purchase had been made. They want it cancelled because she made the account without their premission with their information.  They said they got my email address from the paypal reciept they were sent after she made the purchase. I haven't asked her age.  I did send a message through the ebay messaging system, but because the account was created with the parents information the messages are going to them.  All sounds fishy to me.

I contacted CS and was told they would try and contact the owner of the account and give them information on how to log into the account and cancel, but I'm doubtful.

[myangelandmyprincess]

yeah with no communication through ebay there isn't really any confirmation that the person emailing has any real say 

[castlemagicmemories]

True.  OP should keep all conversation through Ebay for a "paper" trail, if need be.

[duggmills]

Just ship it?  Only if it's rather expensive item. 

So the parents are saying they have no control over their daughter? Modern parenting?

Tell them to have the daughter give them access or tell her to cancel the deal.

[nobody*s_perfect]

If the daughter purchased as a Guest, then she didn't even create an account. She couldn't have created a new account using an email that was already being used for the parents' eBay account.   I don't know how a cancellation request would work for a Guest purchase. 

[moo*cow*corner]

I would give them ebay's phone number and tell them to call and try to get EBAY to cancel the transaction. If you cancel using buyer requested as the reason, they would have to call anyway to complain that they really didn't want to cancel. Otherwise, you don't have much choice but to hold back shipping as long as you dare, then ship and hope for the best.

[monster-deals]

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Ship it. If they won't or can't go through the proper channels, then it isn't a cancellation request.

BBL and ignore anymore emails.

[moo*cow*corner]

A big part of me agrees with this ^^

However, if they can't access ebay or call Paypal, they will likely go straight to the credit card for a chargeback. That would be just more grief and another $20 down the tubes for the OP.

I have C&P email content into ebay messages in the past, letting someone know I had gotten their email, but want to keep to ebay's system for papertrail purposes.

[pburn]

Am I the only one who thinks the "buyer" made up this whole story about a daughter ordering the item? I think they thought it would be an easy cancel and now they are busy weaving a tangled web. It didn't occur to them that all these questions/issues/obstacles would come up, and now they're scrambling to get out of the sale and their lies.

Call me cynical . . .

[moo*cow*corner]

Maybe OP could suggest they call Paypal directly and try to get the deal undone that way.

But, from what I hear, Paypal cases still count against sellers on ebay. So much for separate companies, eh?

[buyselljack2016]

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@pburn wrote:
Am I the only one who thinks the "buyer" made up this whole story about a daughter ordering the item? I think they thought it would be an easy cancel and now they are busy weaving a tangled web. It didn't occur to them that all these questions/issues/obstacles would come up, and now they're scrambling to get out of the sale and their lies.

Call me cynical . . .

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Could be, but sounds awfully complicated just for a cancel. Perhaps they have had cancel issues in the past.

Buying from me it is very simple to cancel. Just ask. I never force a buyer to take something that they do not want, for any reason.

I would rather be out 30 cents for PayPal, than shipping both ways for a snad.

For the OP..... @kiralicious ..   if the email that you got the request from can be tied to the PayPal used you may come out OK on a "buyer requested" cancellation

[webwanna]

I would probably just cancel the order and select Buyer requested cancellation.  Then I would use Report a Buyer and explain that this was reported as an unauthorized transaction to you via your personal email account.  

[missjen831]

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@moo*cow*corner wrote:

I would give them ebay's phone number and tell them to call and try to get EBAY to cancel the transaction. If you cancel using buyer requested as the reason, they would have to call anyway to complain that they really didn't want to cancel. Otherwise, you don't have much choice but to hold back shipping as long as you dare, then ship and hope for the best.

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eBay won’t cancel the transaction. And a call to PayPal will result in a case being opened which might not be a bad thing unless it’s a UA chargeback.