WANT TO CANCEL THE SALE but I had already declined the cancellation request - HOW TO FIX THIS??

[ninaandbren]

I declined to cancel a sale because I did not know how to refund my postage label (item was never shipped, just postage purchased.)  

NOW that I know how to refund my postage, I DO WANT TO CANCEL THE SALE for the buyer but I had already declined the cancellation request.

Can I fix my mistake?????

[bonanza125]

You are required to ship the item now. You declined the cancellation request.

[brightlightbookseller]

You can refund the buyer and archive the sale, but you cannot cancel it if you have declined a cancellation.  Does the buyer want to cancel still?

[ninaandbren]

Yes, the buyer still wants to cancel. I spoke to EBay customer service by phone and was told that the buyer can initiate an Item Not Received claim which will function as a cancelation. 

[mam98031]

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@brightlightbookseller wrote:

You can refund the buyer and archive the sale, but you cannot cancel it if you have declined a cancellation.  Does the buyer want to cancel still?

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Your suggestion is very good and would certainly work for @ninaandbren .

I would suggest as well to try the cancellation again first.  I'm not sure that it closes this option off to the seller when they deny it.  But it certainly could.  Hopefully @ninaandbren will test that for us and we will know for sure.

[ninaandbren]

I did try to cancel again but that option was no longer available. eBay phone support suggested that I ask the buyer to open an ‘item not received claim’ and ‘cancel’ in that way. It was the buyer who wanted to cancel and I was willing to oblige. 

[mam98031]

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@ninaandbren wrote:

I did try to cancel again but that option was no longer available. eBay phone support suggested that I ask the buyer to open an ‘item not received claim’ and ‘cancel’ in that way. It was the buyer who wanted to cancel and I was willing to oblige. 

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Well that is too bad, but thank you for sharing.  I wasn't sure.  Now we know.

I wouldn't suggest the INR.  That goes against your Service metrics.  I would just do as @brightlightbookseller suggested.  Just fully refund the buyer.  You can do that.  You will get your FVFs refunded too.

Just use caution in what reason you select.  I would think the second one will be fine.  Ebay is watching for sellers abusing this system, but you really would not be as the buyer did ask for a cancellation, and now you are willing to give them that.

Seller cancelled / Out of stock

Buyer cancelled

Item not received

Buyer return

Item not as described

Other adjustment

Shipping discount

[richard1rst]

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@ninaandbren wrote:

I did try to cancel again but that option was no longer available. eBay phone support suggested that I ask the buyer to open an ‘item not received claim’ and ‘cancel’ in that way. It was the buyer who wanted to cancel and I was willing to oblige. 

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@ninaandbren 

Actually there is a second way to cancel an order instead of using the "cancel order" option. Go to your sold items page. Off to the left where you would normally find the "buy postage" button there are 3 vertical dots. Click the dots and a drop down menu will appear. Scroll down to the bottom and select "refund buyer". That will take you to a page where you can issue a refund. It will ask why you are cancelling and you will type in "Item not received" (assuming you have not shipped it yet) or "Buyer requested cancellation"

I have used this on occasion when a package has been lost in the mail. Never been a problem or a strike.

[mam98031]

Great post.  This has been suggested to the Op by a few posters, but not in as much detail as you have given.