Quick! What would you do? Cancellation request....

[moo*cow*corner]

A buyer with low FB just purchased qty 3 from a listing.

Sent me a message that she only wants qty 1, not 3.

I don't see any way to cancel a partial qty from an order.

Would you---

A. Cancel the entire order and ask her to repurchase qty 1, risking that she may just go away and not rebuy? Qty of 1 plus shipping would be a $56.95 sale I don't want to lose.

or

B. Confirm her request thru messages, do a partial refund thru Paypal, ship the qty 1 and then call ebay to get FVF refunded? FVF to be refunded would be in the neighborhood of ~$10.

This is somewhat better than no sales at all, but jeez o' Pete....sigh....

At the moment, I'm leaning toward option B...

Thanks ya'll. 

[Anonymous]

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@moo*cow*corner wrote:

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There were 4 lots available in the original listing, so the listing is still live with 1 lot left available.

I can cancel the order and direct her to buy the 1 lot remaining, and the listing would then close. No mistakes possible that way. Huh.

Then I could simply relist the 3 lots from the canceled order as a new listing. That's doable too I think.

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If you cancel then up the quantity of the listing back to 4 before she re-purchases. The recent sales history will give the listing a boost as opposed to relisting and starting over.

[Anonymous]

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@Anonymous wrote:

A partial refund is buyer-friendly. I have done it several times when the buyer entered the wrong qty and never had a problem. If the OP is worried they can call CS and confirm it's okay to refund instead of cancel, then issue the refund while they are on the phone with CS and get fees refunded.

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I was going to edit but ran out of time. If CS is called a note can be put on the transaction proactively so if the buyer did claim SNAD down the line for the reason of only 1 item received the OP's case to appeal would be very strong.

[tiramisu41]

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@moo*cow*corner wrote:

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@tiramisu41 wrote:

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At this point, @moo*cow*corner, I don't think you can cancel without getting a ding.  But, the buyer can cancel as long as no more than an hour has elapsed since purchasing.   You would just need to accept the cancellation, then re-list, giving her the new eBay item number and/or a direct link.

"Private offer?"   Not sure how you could do that since the listing has been already purchased/ended.

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She hasn't even filed an official cancellation request. So far, this is all through ebay messages only.

Don't see any Private Offer available on a message asking questions about a purchase. OK, that's out. Darn.

There were 4 lots available in the original listing, so the listing is still live with 1 lot left available.

I can cancel the order and direct her to buy the 1 lot remaining, and the listing would then close. No mistakes possible that way. Huh.

Then I could simply relist the 3 lots from the canceled order as a new listing. That's doable too I think.

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@moo*cow*corner, what I would do is go in and up the quantity on the listing back to "4" so you can keep selling with the same engagement history on that item number.  Have the buyer cancel her initial order.  Accept it.   Then have her go right back in to the listing and purchase a lot of"1".

She'll get a refund for her erroneous order.  You'll get a refund on your FVF fees.  And, original listing will remain live with an accurate count once you're done. 

[moo*cow*corner]

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@Anonymous wrote:

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If the buyer filed a SNAD they would still have to return the one item they did receive so what would be the point? A buyer could order one item and file a SNAD claiming the package was empty. I don't see a difference. The seller can't be forced to refund more than what was originally paid. The only down side is a slim chance of a SNAD on their account - a possibility with ANY sale. A SNAD claiming 1 item was sent instead of 3 could probably be appealed and removed with a review of eBay messages & reporting the buyer, even if the seller accepts the return.

A partial refund is buyer-friendly. I have done it several times when the buyer entered the wrong qty and never had a problem. If the OP is worried they can call CS and confirm it's okay to refund instead of cancel, then issue the refund while they are on the phone with CS and get fees refunded.

Of course canceling and asking the buyer to re-purchase is an option, but so many buyers these days can't be bothered with anything so the seller risks losing the sale. I had a buyer complaining about something just last week - they decided they wanted a different color. It was a free returns item and I gave them the link to open a return request but they said it was too much of a hassle.

The OP is selling dishes which is hardly a high-scam item. I know that any item of any dollar amount can be scammed but I don't see red flags.

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I agree the partial refund would be the most buyer friendly. Too bad ebay is not so SELLER friendly anymore, eh?

We have our own cadre of questionable buyers over here in dinnerware land, but it's definitely not as bad as some categories...lol!

[tiramisu41]

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@moo*cow*corner wrote: 

We have our own cadre of questionable buyers over here in dinnerware land, but it's definitely not as bad as some categories...lol!

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Glad you said that @moo*cow*corner as I was going to offer the same.  I have sold a fair number of dishes/glassware over the years, and not all of the buyers I've had for the same were, let's just say, "pure as the driven snow."  😉

[moo*cow*corner]

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@tiramisu41 wrote:

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@moo*cow*corner, what I would do is go in and up the quantity on the listing back to "4" so you can keep selling with the same engagement history on that item number.  Have the buyer cancel her initial order.  Accept it.   Then have her go right back in to the listing and purchase a lot of"1".

She'll get a refund for her erroneous order.  You'll get a refund on your FVF fees.  And, original listing will remain live with an accurate count once you're done. 

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I'm not so worried about the engagement history on these items. I've got the only ones on ebay right now.....a relist would still be the only ones on ebay and stick out like a sore thumb. It's a good problem to have, for sure.

If she were to buy the one left, no chance to make the same mistake twice....and if she doesn't, then I can go in and raise the qty back to 4 in a day or so. It's a new relist at a somewhat lower price, so time.

Wonder if her spouse or partner is unhappy with her spending nearly $170 for 6 bowls and told her 2 would be plenty...they're expensive! I know my spouse would look at me with a seriously raised eyebrow over that!

[tiramisu41]

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@moo*cow*corner wrote:

Wonder if her spouse or partner is unhappy with her spending nearly $170 for 6 bowls and told her 2 would be plenty...they're expensive! I know my spouse would look at me with a seriously raised eyebrow over that!

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Perhaps it was a "revenge purchase" for the $170 golf club he managed to snag on "Best Offer"...  😉

[moo*cow*corner]

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@Anonymous wrote:If you cancel then up the quantity of the listing back to 4 before she re-purchases. The recent sales history will give the listing a boost as opposed to relisting and starting over.

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Sorry, I missed this reply. Turtle typist.

For most items, I agree that would be the best idea. My reply above to @tiramisu41 has further explanation.

[moo*cow*corner]

@tiramisu41

I'm lucky... hubby doesn't golf. Although he has other hobbies and vices...as do we all. LOL!

He tells me that I'M the spendthrift, thrift (store) being the operative part of that word...

He works a a casino/golf resort. He recently dodged an opportunity to golf with fellow employees FOR FREE. He's never touched a club in his life, and said no way he was going to start down that road now!

[moo*cow*corner]

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@tiramisu41 wrote:

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Glad you said that @moo*cow*corner as I was going to offer the same.  I have sold a fair number of dishes/glassware over the years, and not all of the buyers I've had for the same were, let's just say, "pure as the driven snow."  😉

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It's just a cryin' shame that the ones who concern me the most to even attempt to deal with are at ebay.

This is one of those times that the most buyer-friendly option and the best seller-correct option don't jive very well at all.

[moo*cow*corner]

Well, I went ahead and cancelled the entire order.

Wasn't worth the potential risk of causing problems with my seller account.

Hopefully she'll go buy the last lot from the original listing and I'll just relist the rest later.

That sure put a crimp in my happy dance for the day.

[moo*cow*corner]

I apologized and told her that there's no mechanism on ebay by which a seller can partially cancel an order, therefore I had no choice but to cancel the entire order and refund her entire payment.

Pointed her back to the original listing, which has 1 lot available that she can buy if she wishes.

Cows are bummed. 

[moo*cow*corner]

Update-

She hasn't repurchased anything.

But, today she messaged me wanting to know why her credit card was charged for qty 3, when she told me she only wanted qty 1.  Sigh.

I told her there was no way for me to do that, so I cancelled the whole order and refunded her the entire payment. And to call Paypal to verify that the payment would go back to her credit card and I didn't have her money.

She doesn't seem to be a so much a scammer, just someone who isn't very familiar with online shopping.  It can be very confusing for newbies.  I do understand that.

[castlemagicmemories]

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@tiramisu41 wrote:

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@kensgiftshop wrote:

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@Anonymous wrote:

Option B. It's easier for the buyer and you don't risk losing the sale.

I used option B about a month ago with no issues & got FVF refunded from eBay with a phone call.

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If OP does it that way, buyer can file an INAD for not getting the whole order.

If they refund through Pay Pal, Ebay will still show they ordered 3. 

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Agree with you, @kensgiftshop.  Exactly what I was going to say.  You never know if the buyer is on the up-and-up.  If she is, and she's telling the OP the truth, and really wants the item, she'll follow through and re-purchase.     If she's not, you run the risk of ending up with either a INAD or INR claim.  "A" is the better way to go.

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I'm with you guys.  A all the way!

[moo*cow*corner]

@castlemagicmemories

Yeah. Option A is what I ended up doing. I'm kind of glad I did, because now she seems completely confused about everything. She only has 4 FB.

I'll walk her through buying again if she wishes, but want her to be reassured that the other order has been totally refunded first.