Why does ebay not allow to cancel individual items in of order? The entire order must be cancelled

[usedtoolz]

I have a buyer that purchased (2) books from my store.  The buyer then contacted me and asked to cancel only (1) of the books.  Ebay has a rule for sellers that states, "When a buyer purchases more than one item, the entire order will be canceled. Sellers cannot cancel individual items when multiple items are purchased as part of the same order".  Does anyone know why this rule exists?  It seems like it would be simple to cancel only part of an order.  Thanks, Mike

[sin-n-dex]

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@usedtoolz wrote:

I have a buyer that purchased (2) books from my store.  The buyer then contacted me and asked to cancel only (1) of the books.  Ebay has a rule for sellers that states, "When a buyer purchases more than one item, the entire order will be canceled. Sellers cannot cancel individual items when multiple items are purchased as part of the same order".  Does anyone know why this rule exists?  It seems like it would be simple to cancel only part of an order.  Thanks, Mike

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You can refund for the single item that you are not shipping, you would refund with the "out of stock" reason for refund. You can only cancel a whole order, but you can refund on any item within an order by clicking "send refund", putting the amount for the item being refunded, with the reason.

C.

[stuff4divas]

@sin-n-dex   the buyer asked to cancel, so the seller SHOULD NOT choose 'out of stock' - that would give the seller an account defect and that reason wouldn't even be true

[stuff4divas]

@usedtoolz  DO NOT choose the reason 'out of stock' - that would give u a defect and besides, that is not the true reason, the reason is 'buyer requested' to cancel

[sin-n-dex]

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@stuff4divas wrote:

@sin-n-dex   the buyer asked to cancel, so the seller SHOULD NOT choose 'out of stock' - that would give the seller an account defect and that reason wouldn't even be true

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I missed that, there is a category for "other adjustment" for any reason not specified in the drop down menu.

C.

[janet9988]

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@sin-n-dex wrote:

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@usedtoolz wrote:

I have a buyer that purchased (2) books from my store.  The buyer then contacted me and asked to cancel only (1) of the books.  Ebay has a rule for sellers that states, "When a buyer purchases more than one item, the entire order will be canceled. Sellers cannot cancel individual items when multiple items are purchased as part of the same order".  Does anyone know why this rule exists?  It seems like it would be simple to cancel only part of an order.  Thanks, Mike

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You can refund for the single item that you are not shipping, you would refund with the "out of stock" reason for refund. You can only cancel a whole order, but you can refund on any item within an order by clicking "send refund", putting the amount for the item being refunded, with the reason.

C.

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NOOOO do NOT use out of stock.

If the seller refunds then the item still counts a sale.

My take on it is that the buyer must have paid for BOTH items together and that is why ebay requires the seller to cancel the whole order. It messes up the finances otherwise.

[cstpos]

@usedtoolz  Let the buyer know that ebay will not let you cancel (copy & paste what you did in your original post). Let them know that you're willing to cancel the order, then they can repurchase the 1 book they want. Tell them you will message them on ebay as soon as the listing for the book they want is active again so they can buy it.

That rule does seem odd. I can see if it was for 1 listing with multiple items in it, but not because they ordered and paid for individual listings as a combined order. Maybe the shipping and tax charged would be messed up? Good luck!

[usedtoolz]

Thank you very much for this helpful response!

Good questioni that you have raised.

Is it for 1 listing with multiple items in it -or- is it for individual listings as a combined order.

Thanks!

[simba6]

eBay then would have to keep track of what was sold, adjust FVF and deal with any not as described cases that could be filed.  Just not worth it I suspect.

[allen1853]

Because it is eBay. Had a buyer accept offers and pay for two items, one "by mistake". I could only cancel the entire order, refund in full, then have nuyer repurchase one item. Usual pain in the can't use the word here thanks to eBay. 

[cstpos]

@usedtoolzI forgot to add, as others have mentioned, that you should cancel using the reason Buyer Requested so you don't get a defect on your account.

[sextons-sweet-deals]

If the buyer paid in full and then asked to cancel a single item within the order, it may be best per eBay that the seller cancels the complete order using buyer requests to cancel rational.

Seller should be able to relist items for free. Contact buyer and tell them the item they want has been relisted if they wish to try to purchase again. 

I have a feeling this scenario may have come up in the past for eBay to state the complete order needs cancelled. Maybe some buyer fraud?

Now if the buyer has not paid yet, I don't see an issue of cancelling the one item per buyers' request. 

[usedtoolz]

From what I can see, amazon has the same policy.  You must cancel the entire order... you cannot cancel a partial.  Of course, sellers on amazon have a work-a-around just like sellers on ebay do.  But officially, you are supposed to cancel the entire order on amazon as well.

[usedtoolz]

Thank you all very much for all your responses to my question!  It is much appreciated!!!

[luckythewinner]

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@usedtoolz wrote:

It seems like it would be simple to cancel only part of an order.  Thanks, Mike

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It seems to me it would be very hard, especially when it involves with combined shipping, discounts on additional items, etc.