03-20-2018 02:45 PM
I've recently made two purchases that I regretted and tried to cancel. The first one was really easy. I sent a cancellation request and within 15 minutes I was notified that the order had been cancelled, no questions asked. The other one didn't go so well. First, I sent the cancellation request and it was declined. Next, I explained my situation th the seller in the most heart-rending, tear-jerking way possible but she was unphased. Eventually I told her I could even pay her for the trouble of cancelling my order but she continued to shut me down.
My question is why are some sellers totally fine with cancelling while others are so adamant about going through with the sale? I've never sold on eBay, but how hard is it for a seller to cancel an order?
Thanks,
Rob
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03-20-2018 05:04 PM
Hey Rob,
There are a couple of reasons why it can be hard to cancel an order:
1. The seller does have to relist the item, which can be difficult, especially if managing mulit platform inventory software (ie. WalMart, eBay, Etsy, Amazon, etc.)
2. Shipping software can automatically prepare labels for some sellers, and so it holds their funds for a canceled label for 10 - 21 days until the shipping company approves the cancellation.
3. Probably the main reason if frustration with scammers trying to cancel orders right after the seller has shipped the item. Sellers will receive messages like "I just got evicted and I cannot receive mail at my address, please cancel this order. Please, please, please". One of my favorites recently was (I cut and paste here) I was lead to believe I was buying a pair of pants not just one. In the discription it states pair photo also shows pair of pants. You was misleading the buyer. CANCEL NOW!!!
4. Frustration over cancelled orders can build, which affects the innocent cancellation.
I hope this helps some,
Tim
03-20-2018 05:07 PM
03-20-2018 05:07 PM
Some other online sites have perpetuated the concept that cancelling an order is just an acceptable thing to do, so because of that many do not understand that it can be a problem.
Personally, whenever I have a buyer request to cancel, I do it. Not saying everyone should, but for me it is not a great ordeal.
Yup, I lost my $0.30, and my free listing, but I can live with that.
As far as work to relist the item goes....... a few mouse clicks, and done.
03-20-2018 05:14 PM
@robbicouc-0wrote:Next, I explained my situation th the seller in the most heart-rending, tear-jerking way possible but she was unphased.
Don't do this. It won't help your cause. The seller may have felt you were trying to guilt her into cancelling. Not the best approach. Don't try to make a seller feel bad when you made the mistake.
Simple honesty would probably work better.
03-20-2018 05:15 PM
@robbicouc-0wrote:I've recently made two purchases that I regretted and tried to cancel. The first one was really easy. I sent a cancellation request and within 15 minutes I was notified that the order had been cancelled, no questions asked. The other one didn't go so well. First, I sent the cancellation request and it was declined. Next, I explained my situation th the seller in the most heart-rending, tear-jerking way possible but she was unphased. Eventually I told her I could even pay her for the trouble of cancelling my order but she continued to shut me down.
My question is why are some sellers totally fine with cancelling while others are so adamant about going through with the sale? I've never sold on eBay, but how hard is it for a seller to cancel an order?
Thanks,
Rob
Some sellers hate relisting the item, and some think that eBay will whack them for canceling the sale, because they don't know about the buyer request option. Others hate that high they get from that Cha-ching sound, only to be let down by a dud sale. They also get PO'd. They question why the buyer purchased their item in the first place. The list of why nots go on from there.
03-20-2018 05:17 PM
I think if a buyer wants to cancel, there should be a $1.00 cancellation fee paid to the seller, paid by the buyer for the time and trouble of canceling the order and relisting the item.
Better yet, a hefty percentage of the sale price, which is being cancellled....going to the seller.
03-20-2018 05:36 PM
I pride myself on quick handling of orders, usually packing and preparing for shipment within minutes any order from a buyer. Preparing for shipment involves packing the item so as to prevent the Post Office from breaking it, using appropriate NEW bubble wrap and a NEW box, and also NEW material to prevent movement inside the box, like peanuts or unprinted newspaper sheets or butcher paper or Kraft paper, and then printing a label. Depending on how fragile or large the item is, it can take anywhere from a few minutes to an hour or more to prepare an item for shipment.
When a buyer cancels AFTER I've done all that ... I have to, at the very least, cancel the label along with cancelling the order. So now the Post Office is holding my money for an unused label, for sometimes weeks until I get a refund, and I've lost the PayPal Transaction fee, that's just gone ... and I have to get my Final Value Fees back from eBay, and insure they credit me correctly. And I have a perfectly packed, ready to ship item with NO SALE. I usually leave it packed, hoping for another sale, but in the meantime, storage becomes an issue. A dozen small unpacked widgets don't take up a whole lot of room, but a dozen packed boxed widgets take up 4 times as much space.
So yeah ... returns are a nuisance.
03-20-2018 06:28 PM
I always accept the cancellation myself because I figure that if I don't, they will just do a return which is even more of a pain, or even claim SNAD.
By contrast, though, let me share a story of a woman who tried so hard to keep up her end of the buying contract. She bought a widget, but no payment within a few days, so I sent an email. She emailed me back from the hospital saying she still wanted the item, but was in the hospital, expecting surgery tomorrow (car wreck) and would pay me when she got out. She REALLY wanted it. She was clearly wanting to talk, because we had a real conversation for a while about crafting etc. Exchanged a half dozen messages through ebay. I figured she was bored in the hospital and I was putting off other work! Nice lady. This was not a high value item or anything, so I just held onto it and about a week later, she told me she was still in the hospital, but would pay when she got out. Fast forward another week. I get an message from her daughter asking about the purchase and telling me she would pay soon because she wanted to honor her mother's debts. What was going on, I asked. Well, her Mom took a turn for the worse and "things don't look hopeful." Of course, I offered to cancel the sale and she agreed. (Actually, so much time has gone by that I couldn't even cancel it officially, but I relisted and just figure the fees are part of doing business). I was so touched by how her daughter was concerned about "making it right" for me, when she is dealing with such a serious issue.
03-20-2018 07:00 PM
03-20-2018 07:06 PM
03-20-2018 07:21 PM
Once you choose to buy an item, sellers are IMMEDIATELY charged fees from Ebay and from Paypal. Paypal does not reverse fees, even if the order is canceled. Everything is done by computer programs. I do my part in preparing the package and buying the postage (again, computerized), then the clock starts ticking for me to get this item to the post office within the 1-day window on my listing. If there is any delay, I am penalized.
If I need to call Ebay or Paypal for any reason, I am literally on the phone with them separately, for hours. Some don't fully understand English and others are new at their job and don't understand what I need or how to proceed..
It's not a matter of "not wanting to" give you a refund. I want you to enjoy what you buy. It's simply next to impossible to reverse the fees, and prevent myself from getting penalized by eBay.
Make sure you want the item BEFORE you agree to buy it. Canceling it because you changed your mind is bad faith.
03-20-2018 07:31 PM
@robbicouc-0wrote:
Yeah, with Amazon it's just a one-click deal to cancel your order, and as far as I know sellers don't even have the option of not letting you cancel. I guess Amazon and eBay are set up pretty differently though.
If you buy directly from Amazon, no one cares, the software takes care of the cancellation, and the Amazon employees get paid the same as if you had never bought it. But if you bought from a third-party seller on Amazon, they would be just as angry and just as frustrated as an eBay seller. You just took money out of their personal pocket!
03-20-2018 08:10 PM
Cancellations should be rarely used, if ever. There are members who have been on Ebay for several decades and have not cancelled an order.
First of all, the cancellation is not an instruction, nor is it guaranteed. It is a request, and the seller can accept or decline the request, as you know. Ebay gives the seller three days to make that decision. In fact, some sellers cannot process a cancellation even if you do it immediately. The order is sent immediately to the Shipping Department and it cannot be retrieved from the flow.
There is so much more than just cancelling your order here. Seller incurs immediate fees, has to deal with your request, has lost the time involved in that listing, and taken their inventory out of search for no good reason.
On every page, whether you are bidding or buying, it says that you are entering into a binding contract to purchase the item. So you need to not purchase unless you are sure that you want to buy.
There was a recent post by a buyer who got put in the High Risk Buyer Program that Ebay runs. If you exhibit bad buyer behavior, frequent bid retractions, returns, and/or cancellations, you are put in this program and can only buyer fixed price, immediate payment required listings, until Ebay deems you have learned good buying behavior.
03-20-2018 08:28 PM - edited 03-20-2018 08:32 PM
03-21-2018 07:17 AM
I very rarely have anyone want to cancel after purchase. If they do want to cancel I do cancel it for them. The alternative is to force them to accept the item which they may smash to claim damage or file a not as described case causing me to pay return shipping and refund them. Then I'm out the original and the return shipping cost.
A seller only spends time preparing a listing one time. If the buyer wants to cancel all you do is hit that relist button~~it doesn't cause you to have to do the whole listing over again.
Everyone has their policy concerning buyers wanting to cancel but why would a seller force a buyer to accept an item they clearly no longer want? All it's going to accomplish is money out of the sellers pocket in the end.