cancel a sale?

[lobbiesforme]

I have a customer that purchased about 5 items 10 days ago, but he just doesn't have the money to pay. i think he's going through some hard times, I did open cases for all 5 items but I think I'd really like to just cancel the sale as a 'mutual agreement' type of thing.  What's the best way to do this?  Can he go to the resolution center and request we cancel the sale?  Or, can I just cancel the sale?  and will I get I final value fees back?  thanks!

[bonjourami]

The buyer cant cancel the transactions, you would have to close your cases, then try cancellation at buyers request.Im just not sure that can be done after opening a npb case.

[mtgraves7984]

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@lobbiesforme wrote:

I have a customer that purchased about 5 items 10 days ago, but he just doesn't have the money to pay. i think he's going through some hard times, I did open cases for all 5 items but I think I'd really like to just cancel the sale as a 'mutual agreement' type of thing.  What's the best way to do this?  Can he go to the resolution center and request we cancel the sale?  Or, can I just cancel the sale?  and will I get I final value fees back?  thanks!

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That's mighty good of you. You can go under the UPI case close it, marking that you didn't receive payment. After opening the case, there's no 'mutual agreement' type of thing. It will put strikes on his account... maybe he can deal with those later. 

[voguevintage]

Eventually those cases will close in your favor, you'll get your fees back and you can relist. But I do understand wanting to get it done with. Have you had communication with the buyer and has he said he'd just rather cancel? If so, you can just go to the item in awaiting payment and click to cancel and select that the buyer asked you to do so as the reason.

You could do this even if the buyer hasn't said that technically, but then if the buyer really wanted to they could raise an issue about it.

If you select any other reason for cancellation (i.e. out of stock) than you'll be given a defect and also open yourself up to tough to remove negative feedback, which is unlikely but possible.

[fashunu4eeuh]

Hi, @voguevintage and @lobbiesforme 

this is important: you have to manually close those cases, or you do not get your Final Value fees back if you just let them time out. Here is the policy (with instructions) in the link below:

https://www.ebay.com/help/selling/getting-paid/resolving-unpaid-items?id=4137

"..It’s important to close out any unpaid item cases. If you don’t close an unpaid item case within 36 days, we’ll close it for you, but you won’t be eligible for a final value fee credit. If you’re a managed payments seller, you won’t be eligible for a payments processing fee credit in this scenario either. Also, if we close a case, the unpaid item won’t be recorded on the buyer’s account..."

[lobbiesforme]

Thanks for all your help here! i went to the resolution center, and I see the five open cases.  I'm not sure I see what to do next.  when I click on the drop-down arrow, it gives me the option to close the case if i have been paid.  I do not see the option to cancel the transaction.  

[voguevintage]

Once the clock runs out you'll have the option to close the case whether you've been paid or not because their window to pay will have closed.

To cancel you'll need to go to your Seller Hub then Orders > Awaiting Payment and then select to cancel from the pull down menu from each option.

But I advise you to wait it out unless the buyer has agreed to cancel in messages.

[nobody*s_perfect]

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@lobbiesforme wrote: ...  I see the five open cases.  I'm not sure I see what to do next.  when I click on the drop-down arrow, it gives me the option to close the case if i have been paid.  I do not see the option to cancel the transaction.  

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If you have opened an unpaid item case (or 5) then there is no longer any option to cancel the transaction.  It's one or the other. The cancellation ship has sailed.

If the buyer doesn't pay within 4 full days (i.e., 96 hours) after you opened the cases, then you will see an option to close the claim by giving  the buyer a nonpayment strike and get your final value fee credit.

If the unpaid item case was opened automatically by the Unpaid Item Assistant, then the Assistant will also close it automatically after the 4-day waiting period. But if the claim was opened manually then it must be closed that way, too, otherwise it will expire 37 days after the transaction, with no strike for the buyer and no FVF credit for you.