eBay canceled an order due to a bad buyer but order remains in my awaiting shipment list

[whitesquirrelbooks]

Hi all,

I've had this happen before, but had already shipped the order when it happened. In this case, I haven't. I got an e.mail from eBay stating:

We wanted to let you know that a bid for the listing below was canceled because of an issue with the buyer’s account:

=item that sold=

We understand that this must be disappointing, but unfortunately the buyer, =user=, is no longer registered on eBay so we had to cancel all of their open transactions.

Here’s what you should do

• Don’t complete the sale or ship the item to =user= if you haven’t done so yet.
• Don’t communicate any further with =user= especially if they get in touch with you outside of eBay. 
• If =user= requests a payment or refund, don’t send any money without contacting eBay first. If payment was processed, a refund has not been issued yet just in case you’ve already shipped the item.
• If you already sent the item, contact the shipper to find out if you can stop the delivery and have the item returned to you.
• If your listing has ended, you can relist your item.

So that's what the e.mail says, and I have not packed or shipped the order. I have to my handling time set to 1 business day, so normally it would go out today at the latest. The issue is - the item is still showing up in the list of items I must ship out by today [I received the order yesterday]. Should I just ignore it? Or should I start a cancelation? I don't want my metrics for on time shipping to be messed up - was thinking after a few hours, the order would drop off my list of orders waiting to be shipped, but it hasn't [it's been nearly 24 hours since the order was placed and 23.5 hours since I got the email from ebay ].

What's the proper thing to do now? [I know it's not to ship the order, but how do I deal with the order still showing up in my list of items I need to ship today?] Also I'm assuming with that last line, I have to manually re-list the item - it won't automatically re-list? [this was a buy it now item]

Thanks for any tips! 

Thanks for any tips!

[robbie31415]

Honestly I don't even understand it.

Because of that I've always just shipped the item.

The system needs work, however the reason they don't actually cancel it is because you might have already shipped.

I've always been paranoid that it will hurt my metrics if I didn't ship.

I don't even think you can cancel it manually.

[whitesquirrelbooks]

The last time this happened to me it was hours after I had shipped but this time the email came within 30 minutes of the order and the post office had already closed for the day when the order came in. So it was hard for me to justify shipping it the next morning. Last time I reached out to support because I wasn’t sure if they were going to deduct the sale for something I had shipped.  This time I couldn’t find a way to contact support  to ask them what to do. Now the shipment is officially late. It has the same cancel option other orders have but the email didn’t say for me to cancel it. Was hoping someone else had gone through this before and could enlighten me as to what happens if you don’t ship it. 

[whitesquirrelbooks · Accepted solution]

I was able to chat with AskeBay on Twitter [direct message] and they gave me info that might be useful. The item will stay in my orders list, showing it is overdue for shipping, indefinitely. I won't be deducted for the money that the item that sold cost [eg: it is not handled like a refund - it is handled like a valid sale, just one I don't have to ship]. My metrics should not be affected. If they are, reach out again on Twitter and they will fix it. I can re-list the item, but not the exact listing that sold [this item I sold was the only one I had for sale]. Basically they said to create a new listing, and copy/paste the description from the "sold" one to the new listing. 

I contacted them at about 4am eastern time on Twitter as a DM and they replied very quickly and we went back and forth with me asking many questions. Best official help eBay has by far. I had forgotten about the last time they helped via the same AskeBay account. It is the only reason I keep my twitter account open. But apparently they also have this same quick and accurate replies on their Facebook page. 

I will monitor my metrics to make sure my on time shipment rate does not get hurt, but considering how quick and friendly they were via DM, I have no doubts if something is amiss in a few days, they will fix it via another chat with them on Twitter. 

[micstric-7]

I need to cancel Adam’s  order on eBay 

[janet9988]

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@micstric-7 wrote:

I need to cancel Adam’s  order on eBay 

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You can not cancel any order on ebay unless you communicate it to the seller.

Sellers may not be able to cancel.

[whitesquirrelbooks]

You can cancel any order you want, regardless of communicating it to the buyer. Click on the ... next to the order and a menu pops up and gives you an option to cancel the order. It is definitely not recommended do to this unless you have a valid reason and it would be good customer service to let the customer know why you are canceling the order. But yes, a seller can cancel an order for any reason. It also goes against a seller's metrics when you do this, so try not to do it very often!

Buyers can request a cancelation - that's been happening a lot lately - if they do so quickly after a purchase. A seller doesn't have to honor it [but then the buyer will / can start a return process once they receive the order]. If one hasn't packed and shipped the item, a seller is recommended to honor the cancelation request.