mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@funfactorychannel wrote:who said buyer selected the cancellation?
I got email from buyer to cancel, And I selected the cancel due to issue with buyer address.
I put the reason i cancel, So we as posters understand why I did it. Nothing to do with the process.
IDK if you are trying to argue for the sake of arguing or not. It is what I said, so I don't understand why you are trying to argue.
With that said, there is NOT a Defect for a Cancelation due to a problem with the address.
@splendidthreads wrote:It's a confusing chain of events. This is how I read that it went.
Somebody bought something (buyer A).
Immediately after it sold, somebody contacted you that the address was wrong. This turned out to be sneaky buyer B, but you missed that it was a different buyer.
So you canceled the sale thinking it was at buyer A's request.
Relisted and sent link to buyer B (still, thinking it was buyer A).
Buyer B bought it.
Buyer A contacted you, asking why you canceled their purchase.
You realized what happened, so you canceled the sale to buyer B so that you could sell it to buyer A.
Two cancelations without any buyers requesting them after their purchase, so two defects.
That hurts. But good of you to look after your original buyer.
NOT if the seller filed the cancellations using the reason a problem with the address. Sellers do not get a defect for selecting that reason, even when it is a mix up like this one.
When a seller can cancel an order
A seller can cancel an order if:
- The buyer asks to cancel the order and they haven't shipped the item yet
- The buyer hasn't paid within the time allowed
- The buyer used the wrong shipping address when they completed their purchase
- The item is out of stock (this will result in a transaction defect)
Sellers won't be able to cancel an order if the buyer has reported that the item hasn't arrived, or has opened a return request.
https://www.ebay.com/help/policies/member-behavior-policies/order-cancellation-policy?id=5298#:
@fashunu4eeuh wrote:
@fern*wood wrote:Have any defects shown up yet on your dashboard or are you speculating they will? I apologize if I missed that on this thread, but a didn't go back a read it again due to the confusion that took over.
Hi @fern*wood
Yes, the defects showed up on the OPs record and the screen shot of it is on Message 8.
Yes, the OP did provide that. However when I suggested they look at the report you can get in that section for which transactions caused the defects, the OP never responded to the post.
We as sellers do NOT get Defects for cancelling because of a problem with the address, which the OP has said they did.
@funfactorychannel wrote:
@chapeau-noir wrote:
@funfactorychannel wrote:https://community.ebay.com/t5/Selling/BBE-metrics-are-being-conducted-wrongly/m-p/34529797
post above.
Got off phone with ebay. They said when review of request if buyer ask to cancel or request to change address and there is no request you can get a defect. Note put in for appeals, and I doubt appeals will do anything cause they follow the script.
If eBay has indeed changed the cancel parameters for US sellers as the CS agent told you, they should have announced it or at least updated the FAQ. Looking in a seller's messages for a note from the buyer seems a shaky way to monitor it, though.
Technically there is no policy change, cause all they are doing is reviewing what we selected to cancel is truth or lie.
That would not be correct. If there is now a requirement that the buyer has to request a cancellation due to a bad address being on the Payment notification to the seller before a seller can do a cancellation due to a bad address, that would be a change. A big one which the current policy does NOT support your assertion.
@chapeau-noir wrote:My beef with this is no actual policy change/addition, and this *is* a policy change - I don't trust CS - they'll say anything, and saying that they 'check the messages' to see if the buyer requested this sounds like something they'd say. Seems like the OP was given a defect they did not earn and CS is just justifying it with some hand waving. If not, that needs to be clarified and in writing in policy pages, because it's a difference that makes a difference.
What the OP is saying about the Defects go against the published rules on Ebay, which I provided a couple times on this thread. And it goes against my current experience in how it actually works.
If the OP used the Cancellation process with the reason there was a problem with the address, there would be no Defect. However if they skipped doing the Cancellation process and just did a refund to the buyers, then they could have selected the wrong reason and got a Defect.
I asked the OP if they did that and they assured us that they did the Cancellation Process w/ the reason a problem with the address.
However, these are curious statements that add some confusion as to what the OP actually did.
I think you are missing a very important point. Unless Ebay very recently [last couple of days] changed the policy, this simply is not true. Sellers have never needed a buyer's permission to cancel a sale due to a problem with the address.
But things change quickly around here so we always have to leave room for that. The policy, which I've posted twice now does not say what the OP is claiming. My experience and that of others also don't prove what the OP has been saying.
However if the OP skipped doing a cancellation and simply refunded the buyers, they could have selected the reason that does create a Defect and that is more likely what happened.
The OP can confirm this one way or the other by looking at the detailed report on their Dashboard on the two defects. But so far they haven't shared that information with us.
According to policy it's a violation to abuse cancellations.
Yes, you are absolutely correct.
Ebay doesnt have to spell out what the punishments would be.
Punishment for what? Granted the OP didn't realize it wasn't the same member conversing with them, but as far as the OP knew, there was a problem with the address. They didn't abuse the Cancellation system IF they cancelled the transaction for a problem with the address.
There is no reason to believe that eBay wouldn't switch an issue with buyers address to an out of stock cancellation.
Ebay does all kinds of things. This I've never seen happen or known it to happen but you and I were on a thread that was discussing getting a Defect for refunding a buyer. The seller refunded and selected the wrong reason and got a Defect. If this seller did the same thing, that is likely where they Defect came from.
But so far the OP hasn't shared with us [even though they were asked to] what the detailed report for the Defects on their Seller Dashboard says. That would likely clear things up for everyone.
Especially if the buyer reports there is nothing wrong with their address.
If the seller claimed the confusion they clearly were under at the time, Ebay would likely just warn the seller to be more careful. But again, none of us really know what happened, so we are all guessing.
You can not use invalid reasons to cancel orders.
What? You most certainly can. Should you, no, but can you, yes.
Because the seller made a mistake and selected an invalid reason then this cancellation would fall under abuse.
No, in this specific case it would likely fall under confusion, or simply human error. Some of us do make them.
I don't believe they were intentionally abusing cancellations just an honest mistake.
I agree and I would think Ebay would too. But we are working with limited information.
