Strange cancellation request problem

[smilekc]

A buyer paid for an item, not to long after they paid, I printed a shipping label. Then a message popped up that the buyer wanted to cancel. I suspect I was processing the label as the buyer cancelled. Then two messages saying the cancellation was declined as I already shipped. I'm happy to cancel the order, all I did was print the label, it is not at the PO. But, when I click on "cancel" it says

"A cancellation already exists

You cannot cancel this order because a cancellation exists on this order. You cannot cancel this order because a cancellation exists on this order."

I was able to cancel the shipping label. I figure I could click on "refund" & get the $$ back to the buyer that way. But then would I get dinged by eBay for not shipping the item?

What's the cleanest & eBay "legal" way to handle this??

[robbie31415]

This one is annoying.

Walmart marketplace drives me crazy on this same issue.

Only 1 cancel is allowed.

You might only be able to just void label and issue a full refund outside of cancellation.

You can also try to contact eBay on social media like FB and see if they can force a cancel if they see evidence the buyer requested. I've never attempted, but that would be the cleanest .

Refunding without cancelling will hurt your shipping metrics.

Ebay has changed what happens with direct refund. You could use reason 'buyer cancelled' and then contact support if they can remove any dings.

 

[smilekc]

I wonder what happens if I use the Buyer cancelled  as the reason for the refund?

Really, it is less than $25, I'm tempted to refund & ship the stupid item. I have no money in it, all I would be out is $5 in shipping. Probably not worth me spending any time trying to figure it out. My time is more valuable.

I did send a message thru the eBay facebook, we'll see what they say.

[caldreamer]

When customer wants to cancel sale (you should void shipping label first).    Then go to ORDERS, ALL ORDERS (select CANCEL "using reason buyer's request").   When you cancel this order....EBAY will automatically refund all the money to the customer.

[robbie31415]

Did you not read the OPs post.

Did you know if you miss the alert and produce a shipping label then the cancellation request is automatically declined and you can't cancel manually since a cancellation has already been in the system.

I've ran into this issue when a buyer put in the request while preparing for shipment.  Didn't realize the request until after I saw it was automatically declined because I added a label.

It's a rare issue.

[iamalwaysright]

You should be fine, unless something on ebay changed recently that will penalize you for doing this.

"Send Refund" is what ebay CS will advise you to do as well when a Cancel Order isn't allowed.

[tvremoteservices]

What I did in this situation is refunded the buyer and then marked the item as shipped. 

[kh-stanley1]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread HERE if you wish to continue to discuss this topic.

Thank you for understanding.