Material Update to Live Listing

[dbrooks21]

I want to preface this by saying that I don't sell a lot of items on eBay so I don't know all of the best practices/policies.

I created a listing for an item but after the auction was live I made a material update to the item that may change any buyer's decision (at the time there were no bids and only a couple of offers which I declined and explained that material information had been added to the listing). 

I now know the best practice probably would have been to cancel the auction altogether and relist the item with the accurate information.

However, I let the auction proceed with the new information. After the auction closed the winning bidder messaged me and wanted to cancel the order due to not seeing the aforementioned information (even though it was in the item description--I added the updated information about 1 day into the auction). 

What is the best practice here? Is the buyer obligated to pay? Should I cancel the order?

TIA!

[slippinjimmy · Accepted solution]

If a buyer asks to cancel it is almost always best to comply.

It's especially important in  this case because the buyer may have looked at the original version of the listing and didn't think they needed to review it again which would have revealed the updated information.

Cancel the sale, choose Buyer Requested, your eBay fees if any will be refunded.

[coolections]

If you had already updated the info, the buyer just did not read the description so it technically was not your fault. The buyer didn't even know you updated it. With that said don't mention anything about the fact you updated, but just tell the buyer you will go ahead and cancel their bid (buyer requested). No need to end the auction.

[luckythewinner]

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@dbrooks21 wrote:

What is the best practice here? Is the buyer obligated to pay? Should I cancel the order?

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IMHO the best practive is to never, ever try to force a buyer to purchase an item that he clearly does not want. 

Especially on a platform where a buyer can inflict real damage to a seller if he is determined enough ... financial damage, damage to his eBay reputation, and even damage to his ability to sell here. 

[dbrooks21]

Thank you, super helpful! Makes sense to me.

[dbrooks21]

I appreciate the response! This makes sense, super helpful!