Wants to cancel order after it has been shipped.

[iwant10dogs]

Newbie....maybe......wants to cancel order because she claims she already owns the item. It has already been shipped. I said she could return the item but I would not refund the shipping charges to return, only the original shipping charges. She is threatening to report me, post bad feedback & on & on. Am I doing this wrong & what recourse do I have if she actually does everything she has threatened. 

[brightlightbookseller]

Say once: "This item has already been shipped, please return for refund." and stop communicating with them at this point.  They're wrong in what they are saying, but if they choose to return it for the wrong reason (i.e. saying it's not described) you could be on the hook for return shipping despite your return policy.  You could maybe plead with eBay Customer Support, but few people succeed.

If it's an expensive item, you can recall the package, but that costs money so decide if it's worth it.

[iwant10dogs]

Does it matter if you have messages where she claims she wants to cancel because she already owns the item.  Or does customer service believe that all sellers are scammers & all buyers are always honest? No, not really expensive....a $25.00 Korean coloring book.....but not a $5 sale either.

[brightlightbookseller]

Messages rarely matter, but for feedback extortion (which might apply here, hard to say just from the description you gave, but possible) they can.  You'd have to reach out to Customer Support if the buyer leaves a negative and ask them to remove it and tell them about the messages.

[chevymontecarlo88]

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@iwant10dogs wrote:

Newbie....maybe......wants to cancel order because she claims she already owns the item. It has already been shipped. I said she could return the item but I would not refund the shipping charges to return, only the original shipping charges. She is threatening to report me, post bad feedback & on & on. Am I doing this wrong & what recourse do I have if she actually does everything she has threatened. 

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Sounds like you are doing everything by the book and would suggest what brightlightbookseller has posted.

Sometimes these are newbies (sounds like you are implying that but unsure?) and may not know better.

As others have posted, every Ebay user needs to start somewhere and maybe this one just started with you.

-Good luck

[iwant10dogs]

She is now threatening a chargeback. Is this even possible? I have been buying on this site for 25 years & have never been threatening or demanding. Whay are some people so freakin unpleasant.

As for being a newbie & starting with me.....I will do everything within reason to make a buyer happy but there is a limit, new or not. Once an item has been shipped I should not be asked to refund because "she already has one." Ridiculous.

[brightlightbookseller]

Of course it's possible.  Whether she'll win won't be up to you or eBay but up to her bank.  That said, what happens depends on her choices from here on.

I would 100% stop communicating though.

[iwant10dogs]

I sent one message. That is all. I received 8 from her. I ignored all but the first.

[iwant10dogs]

Oh well, I guess I will just chalk it up to the cost of doing business. Thanks for the help 🙂

[brightlightbookseller]

Good, you're doing ok.  Don't worry about what she threatens, deal with what she actually does.  She can open an Item Not Received case (which she'd lose), or an Item Not As Described case (which she'd probably win but you can require a return before refunding, be careful not to refund until you have it back), or she can skip straight to a Chargeback if her bank will let her.  That will have some seller protections for certain types and not for others, so it's best if that does happen to come back here and give the details of what type of Chargeback is opened and let us help you through it.

[stainlessenginecovers]

What date/time did they buy?

What date/time did they ask to cancel? 

Was the 'cancel' request via just a message, or an official request (you would've got it from ebay in red and it would not show in your 'items needing to ship')

[iwant10dogs]

Cancel request was not through ebay. She bought yesterday early aft & I shipped early this morning. She asked to cancel within the last 2 hours. Why? Does that matter even after the item has been shipped?? Am I really going to be "penalized" for fast shipping? 

I call her a "newbie" because she has a 0 feedback rating but we all know how this is questionable. Just saying.

[stainlessenginecovers]

No, you won't be 'penalized' but you should just look at it through the eyes of the buyer. 

Bought yesterday (Sunday- most sellers are NOT available/at work) and asked first thing Monday morning- so I would either do a recall or refund all and NOT have sent them a message that basically tells this buyer negative things (I'm NOT refunding the return postage). 

All this over a $25 item just isn't worth it. If it sold once, it will sell again. 

[buyselljack2016]

You offer returns.

A buyer can return for any reason.

Remorse............ they pay return ship.

NAD............... you pay return.

Initially responding you should have stopped short of telling them they had to pay return. (that is already there in listing)

[mam98031]

@iwant10dogs 

Never, absolutely NEVER use the Cancellation process on ANY transaction for ANY reason IF the item has been shipped.  This process is NOT the correct process to use after you have shipped.  What @brightlightbookseller describes is your correct Path.

Good luck!