What to do after refusing to cancel a order

[koni-856]

I refused to cancel a buyers order 11 days ago. He still hasn’t paid and I can’t open a case against him. What should I do?

[downunder-61]

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@eleanor*rigby wrote:

Thanks!  🐨

I miss my Koala

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[eleanor*rigby]

Interesting, @bigdeals.etc. I know sellers could no longer cancel if they had already opened a UPI (with the old process). 

I looked for anything I could find on whether a seller could cancel for non-payment after declining a buyer's request to cancel, but I couldn't find anything that verified that.

Do you have a link to any documentation that supports your scenario? If not, I'll tag a blue or two and see if they can provide a link to an eBay help page.

[bigdeals.etc]

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@eleanor*rigby wrote:

Interesting, @bigdeals.etc. I know sellers could no longer cancel if they had already opened a UPI (with the old process). 

I looked for anything I could find on whether a seller could cancel for non-payment after declining a buyer's request to cancel, but I couldn't find anything that verified that.

Do you have a link to any documentation that supports your scenario? If not, I'll tag a blue or two and see if they can provide a link to an eBay help page.

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Yea I was surprised to even see that myself because it doesn’t sound right. That’s why I tried it and was unfortunately shut down. I can’t find any documentation to support this. Not sure if eBay totally thought it thru and this functionality is just an afterthought of the UPI going bye bye. It’s probably a blind spot that eBay didn’t figure. Let’s hope that it is just that and eBay may change the functionality to be more fair.

As mentioned I couldn’t even get a straight answer from the number of CS agents I’ve brought this up to. Some clearly were unsure but trying to hide their uncertainty and automatically stood behind the current system saying “there’s nothing wrong. Yes it’s behaving as it should be.” Honestly I’d rather they tell me that they don’t know.

So yea, I’m all for the blues weighing in here as the only thing I have to go by is my own experience and guinea pigging. 

@downunder-61 Yup. Basically the way the system is now for an auction that is unpaid, it truly doesn’t matter if a seller declines a cancellation request or not. It’s going to be cancelled without buyer penalty either way. I’ve also mentioned that to the CS reps who stood by the current system. And they reluctantly said “correct, but I’ll pass your comment on forward to the appropriate department.” Pretty pointless huh.

[bigdeals.etc]

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@eleanor*rigby wrote:

Do you have a link to any documentation that supports your scenario? If not, I'll tag a blue or two and see if they can provide a link to an eBay help page.

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So while I don’t have any documentation, I can show you this. The general link for a seller to cancel an order https://www.ebay.com/help/ip?topicId=4136&contextid=b3738d6e-1f4a-4b7e-bc22-94cabfb1b3b5&transID=0&i...

That page shows you your sold items to choose from to cancel. Here’s how that page looks when I choose a random item that I sold today.

Looks normal as it should.

Now here’s that same page when I choose the item that I declined the buyer’s cancellation request.

It won’t let me go further from here… gives me no choices to choose from to want to cancel.

[dnasilver]

Move on

[eleanor*rigby]

Thanks!

Before I tag the blues, @bigdeals.etc, could you confirm that the buyer must have placed this order through a "Best Offer?" Or do you run some auctions? Is that how the buyer managed to not pay?

Also, the first screenshot of your cancellation screens says, "This order has either been shipped, or tracking details have been added." Is that really the case, or just some verbiage they stuck into a standard blurb?

Last, you said you mentioned this issue in another thread. Did any other sellers say they'd experienced the same thing?

(Apologies for the second tag.)

[bigdeals.etc]

There wasn’t much reply about it on the other thread as I spoke a bit off topic when I mentioned it. Someone joked and said they could imagine the buyer getting steamed with receiving payment reminders all this time. They’re probably right.

As for the verbiage on the first screenshot, I was too lazy to check if the item was shipped out already. By the time I’m able to get to a computer and check I’m sure it’ll surely be shipped out already since I have one day handling. Later on I can check with another order that I know for sure didn’t ship out yet.

The order in question was an auction, so no IPR. I think it even ended at 99 cents haha. I can imagine it’ll behave the same way for other orders that aren’t IPR like non IPR fixed listings. I’d Best Offers don’t require immediate payment then they’ll be included too. I’ve never done best offers so I dunno how they work.

[eleanor*rigby]

tyler@ebay 

velvet@ebay 

jasmen@ebay 

When someone has a moment, could we get a clarification on the recently adopted unpaid item cancellation process, please? You may be able to read through the thread, especially Message #14, 18 and 19, all posted by bigdeals.etc, to get the gist of the issue.

In essence:

1. Member wins auction*, but doesn't pay.
2. Member submits cancellation request.
3. Seller declines cancellation request.
4. Member still doesn't pay.
5. Seller is not offered opportunity to cancel using "Buyer didn't pay," even after four calendar days.

Those who looked for it could not find any supporting documentation regarding this unpaid item cancellation process suggesting that a seller declining a cancellation request would render him/her unable to use the unpaid item cancellation for "Buyer didn't pay" at sometime in the future.

We've obviously overlooked something. Could one of you provide a link to that information, maybe from an eBay help page or a seller update or what have you? Thanks for your time!

*Would not necessarily have to be an auction. Could be any listing that does not require immediate payment. Just happened to be an auction in this scenario.

[koni-856]

can I relist the item then?

[bigdeals.etc]

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@koni-856 wrote:

can I relist the item then?

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Hahaha you know I hadn’t thought of that because my item was not unique, I have a lot of them. That’s a really good question. I would guess your chances of your buyer actually paying you for the item are really slim so you should be fine if you relist the item.

But theoretically I would say your buyer COULD still pay for it and you’ll be stuck if you already sold and shipped it out to someone else. If that were to happen though, the conundrum would be eBay won’t even let you cancel the order anymore to try and give the buyer back his money and your FVF back. My guess is that you’d have to refund manually and call eBay CS to manually credit you back the FVF. We are in super unique most likely will never happen territory here though… which is why I don’t believe a CS rep would even know the outcome. I’m just guessing here. I’d like to hear the blues thought on this scenario too tyler@ebay  velvet@ebay  jasmen@ebay 

[johnrj1226]

@koni-856 

1.  Here is what eBay says to do for Unpaid Buyers its after 4 days (actually 96 hours and 1 second) of listing close

https://www.ebay.com/help/selling/getting-paid/resolving-unpaid-items-buyers?id=4137&st=12&pos=1&que...

2.  Never a good idea to refuse to  cancel a buyers order request - nothing good will ever result - just cancel the  after 4 days of none payment, relist your items and add the non payer to your Blocked Buyers list - life is simple.

3.  If you sell by Fixed price listings simply add the Immediate Payment Option to all of your listings -

read this link, knowledge can be power-

https://www.ebay.com/help/selling/listings/creating-managing-listings/immediate-payment-works?id=415...

[jasmen@ebay]

Thanks for tagging us guys!

@eleanor*rigby @bigdeals.etc  When a buyer asks to cancel, you should just always just do it. There's never a good outcome from forcing a buyer to go through with a transaction they want to cancel. If you deny it, you can't open another request. Since they didn't pay, the best think is to just archive the sale, relist it, and move on. You don't get billed any fees when they don't pay so there's nothing else that needs to be done. Thanks!

[eleanor*rigby]

jasmen@ebay 

Thanks for your reply, but I'm looking for a response to the scenario I described rather than your opinion of how to respond to a cancellation request. I, along with other posters, are asking what the eBay process/procedure is, rather than suggestions on how to run their own businesses. I'll repost the situation and, in case I wasn't clear what I was asking:

Does the new unpaid item cancellation process allow a seller to cancel for non-payment after declining a buyer's cancellation request.

That's all I want to know. Pretty much a "yes or no" question.

Yes, sellers should be able to cancel for non-payment after declining a buyer's cancellation request.

No, sellers cannot cancel for non-payment after declining a buyer's cancellation request.

In essence:

1. Member wins auction*, but doesn't pay.
2. Member submits cancellation request.
3. Seller declines cancellation request.
4. Member still doesn't pay.
5. Seller is not offered opportunity to cancel using "Buyer didn't pay," even after four calendar days.

Those who looked for it could not find any supporting documentation regarding this unpaid item cancellation process suggesting that a seller declining a cancellation request would render him/her unable to use the unpaid item cancellation for "Buyer didn't pay" at sometime in the future.

@bigdeals.etc 

tyler@ebay 

velvet@ebay 

[donsdetour]

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jasmen@ebay wrote:

Thanks for tagging us guys!

@eleanor*rigby @bigdeals.etc  When a buyer asks to cancel, you should just always just do it. There's never a good outcome from forcing a buyer to go through with a transaction they want to cancel. If you deny it, you can't open another request. Since they didn't pay, the best think is to just archive the sale, relist it, and move on. You don't get billed any fees when they don't pay so there's nothing else that needs to be done. Thanks!

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so now you have given the buyer a way out of the non paying strike.

Just great. NOT.

[donsdetour]

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jasmen@ebay wrote:

Thanks for tagging us guys!

@eleanor*rigby @bigdeals.etc  When a buyer asks to cancel, you should just always just do it. There's never a good outcome from forcing a buyer to go through with a transaction they want to cancel. If you deny it, you can't open another request. Since they didn't pay, the best think is to just archive the sale, relist it, and move on. You don't get billed any fees when they don't pay so there's nothing else that needs to be done. Thanks!

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What about the .30 that is not refundable charged with the final value fee??

And why bother with the seller: just cancel it if the buyer so desires...

May want to get a better response to this topic please....