Is this a good thing? We’re simplifying order cancellations

[ten_o_nine]

Hi ten_o_nine,

We're reaching out to let you know that today, we're launching an update that will simplify the order cancellation process for both sellers and buyers.

What's new
Buyers now have the option to request an order cancellation using the Cancel order button before the item is marked as shipped.

What sellers should know
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You retain full control to either accept or decline cancellation requests

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You’re protected from neutral or negative feedback for any cancellation requests made through our updated process, regardless of whether you accept or decline

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You may notice a slight increase in cancellation requests, but should receive fewer direct messages from buyers inquiring about cancellations

•
In prior tests, this change resulted in a minimal increase in cancellation requests (maintaining an overall average cancellation rate of 1%, with an increase from .9 out of 100 transactions to 1.1 out of 100 transactions), and a notable 25% improvement in buyer satisfaction, which led to a higher likelihood of repeat purchases

For a detailed overview of these changes, please visit our eBay Community page.

Thanks for being part of the eBay community.

[ten_o_nine]

So, can the buyer leave feedback not related to cancelling the order? and can they file a return for INAD or other situations without the ability to leave feedback?

[yuzuha]

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@rosszonebricks wrote:

I don't get that many cancellations, but usually it's because they caught they entered a wrong address, or actually wanted to cancel and order more. 

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Yeah, every single cancellation I've had in the past year has been a "Oh no, I forgot to change the address before I checked out" one. I relisted the item and they repurchased it with the correct shipping address.

[gurlcat]

I just really appreciate that they shared their test data at the end there, never seen that before here.  It feels cringe-y to whip out muh "As a scientist, I ....." but I am a former biologist so I am very keen on experimental procedures and findings.  I don't see any reason why eBay couldn't share the fruits of their labor for anyone who's curious, and those who aren't don't have to read it.  Hopefully this is a sign of transparency to come!

[gurlcat]

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@mamacassidy wrote:

I'd much rather someone change their mind and cancel BEFORE I send an order out than have to deal with a return. Especially if they were really unhappy and claimed the return was INR.

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Agree 100% but (for future reference) I think you meant INAD (Item Not As Described).  -INR is for Item Not Received.  

[luckythewinner]

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@alien_strings wrote:

Guess I must be crazy.  I always thought you didn't bid to win or hit buy it now unless you were responsible enough to follow through with the transaction. 

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Based on years and years of posts on this board complaining about non-payment, I would say that what you "always thought" has never been accurate.

[gurlcat]

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@gregmm wrote:

When a customer asks to cancel we do it straight away. But  I do a lot of  fright and sometimes it is a lotof work getting it ready to go. Few cancel but it could be somewhat of a pain if it did happen. and now we have no say in it.  It takes a few days to get it shipper lined up with all the docs. So They could cancel  after we line up with the  shipper and pack everything then palatalize it. I do not see this as a issue over all but could be at times.

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[gurlcat]

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@the-hook-and-the-loop wrote:

eBay has specialized in cancelled and lost sales. They know nothing about increasing sales.

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Buyer satisfaction has everything to do with increasing sales.  Imagine someone comes here for the first time and buys something, then realizes they need to cancel (for whatever reason -let's just be empathic for a minute and say a LEGIT reason, one you could picture having yourself) ...... but unlike other sites they are used to, they see nothing they can click to cancel as quickly as possible.  Maybe then they panic and try to find a way to reach eBay, and you know how THAT goes.  But then someone tells them, or they guess, the best shot is to hit the Contact Seller  button and write out a message request.  Then they hear nothing back and next thing they know, they get a notification saying their item has shipped.  

If that's their view of how user-unfriendly the eBay platform is, why would they ever come back and buy again?

[ten_o_nine]

I just wonder if this will lead sellers to hit the "ship" button as soon as the order is received and could lead to issues with buyer satisfaction with site, I am a buyer too.

[gurlcat]

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@luckythewinner wrote:

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@alien_strings wrote:

Guess I must be crazy.  I always thought you didn't bid to win or hit buy it now unless you were responsible enough to follow through with the transaction. 

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Based on years and years of posts on this board complaining about non-payment, I would say that what you "always thought" has never been accurate.

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Years and years?  -They literally joined today.  Welcome alien_strings!

[kensgiftshop]

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@alien_strings wrote:

Guess I must be crazy.  I always thought you didn't bid to win or hit buy it now unless you were responsible enough to follow through with the transaction.  Building off of that idea, I see this as eBay coddling deadbeat buyers.

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Maybe after they win an auction or buy the item, they decide they don't want a fake guitar and want to cancel the order and buy a real one.

[gurlcat]

He put 'FAKE' in the title ..... twice.  Come on. 

[mamacassidy]

yes, thank you, that's what I meant!

I'm new to these community discussion boards, and I'm still learning. I've been a casual buyer/ seller on ebay for many years, but only within the last year have I had a store and a real 'business'.

[dbfolks166mt]

I dont mind cancelling if it is a short time between order and request, but some of my stuff has a longer lead time and I have to pay for it and will not cancel in that case.  Ebay should realize that a small seller is not Amazon.com.  I am neutral on it only since they say we are protected from negative feedback if I deny the request.  We will see.

       Such are the perils of drop shipping. 

[dbfolks166mt]

If an Auction purchase is cancelled in that "before shipped" period, does the Auction automatically move the winning bid to the underbidder or does the Auction end without a winning bidder?
I can see problems with either scenario.

Another reason why I don't use Auctions.

     I would think this would be no different than it is currently when you cancel an auction order. I use the auction format almost exclusively and currently when I cancel an order based on buyer request I can, if I so choose, extend a second chance offer to the next highest bidder if there was one. I generally do not use that option and simply relist the item just as I would if I was doing BIN orders. 

[gurlcat]

I've never had anyone accept the Second Chance offer.  Granted I've needed to try it only a few times because of cancellations, but it really surprised me that it didn't work, particularly when the second-highest bidder had been a steady nibbler for days and was only beaten by a sniper by a buck or two.  Seems like they'd jump at the chance -I know I sure have barely-lost lots of auctions that I wanted so bad I would have been thrilled.