eBay not allowing order cancellation

[rwdesperado]

Hi, 

We went through search to see if we could find our exact issue but we could not. 

We happened to be working on orders when an order came in so we immediately 

printed the shipping label and packaged the order. 

About a minute later the customer sent a cancellation request. 

eBay sent us a notice that they had informed the customer that the order could not 

be cancelled because we had already shipped it.  

We don't mind cancelling the order and voiding the label but when we try to do so 

eBay says it can not be cancelled. 

Is there a way around that?

We suppose we could just refund the order but are afraid we would receive a late shipment defect

if we don't go ahead and ship it without a proper cancellation. 

Any help will be appreciated. 

Thanks.

[rfmtm]

Yes, you need to cancel the transaction.  Try marking the item as "not shipped" first, then see if the cancel option reappears.

[kensgiftshop]

@rwdesperado 

Try voiding the shipping label and marking it not shipped and see if it'll let you cancel the order.

[simply-the-best-for-you]

I have never heard of this before.  eBay deciding the order can't be canceled b/c it's already shipped?  Woohoo, sounds like great news to me! 

Not sure how to get around it, as this is a new thing.  But, I have just refunded buyers before, with no problem.  Even if you do get a late shipping ding, that's no big deal, as the threshold is quite high. 

[safetyfirst5-91]

This is the reason I wait one hour before packing up an order.

[rwdesperado]

Great idea. 

Thank You!

[rwdesperado]

Great reply and proposed solution. 

Thank You!

[rwdesperado]

"I have never heard of this before.  eBay deciding the order can't be canceled b/c it's already shipped?  Woohoo, sounds like great news to me!"

Yes we can see how this is useful in many circumstances,

especially if the package had already been picked up by the carrier. 

[wastingtime101 · Accepted solution]

Hey @rwdesperado. The system allows only one cancellation per transaction. The buyer requested to cancel, which the system denied, so no matter what you change you will not be able to initiate a cancellation. You have 2 options here:

1. Go to the actions drop-down next to the order and select 'send refund'. On the next page will be a menu of reasons to select from. See if the system will allow you to process with 'buyer cancelled' reason. If the system kicks out an error then use 'other adjustment' reason and in the comments you can indicate the buyer requested a cancellation.

2. Advise the buyer to open a return request with the reason 'changed mind' and let them know you'll be refunding through that request without the need to ship/return anything. When the request comes through, refund them without requiring a return.

Since your'e not shipping anything you can void the shipping label.

[rwdesperado]

Thanks to everyone who replied. 

We will use the proposed solution of marking the item 

as not shipped to see if we can cancel if we have another

of these circumstances in the future. 

The original cancellation request was stated that the 

customer could not consume this product (beef jerky) while pregnant

and had ordered it by mistake.

Moment ago we received another message from the customer that 

they have been "notified" that they can consume the product while

pregnant and not to cancel the order. 

Thanks again to everyone! 

[rwdesperado]

[rwdesperado]

Thank you for the detailed and informative response. 

You said: 

" The system allows only one cancellation per transaction. The buyer requested to cancel, which the system denied, so no matter what you change you will not be able to initiate a cancellation."

This changes our former response on how we will handle this in the future.

We are marking this as the solution. 

[wastingtime101]

---

@rwdesperado wrote:

We will use the proposed solution of marking the item as not shipped to see if we can cancel if we have another of these circumstances in the future. 

---

That would give you a late shipping mark. Options proposed in post 9 above would be your best bet because, as I said, the system will not allow 2 cancel requests per transactions.

At least this order worked out and the buyer still wants the product.

@simply-the-best-for-you "I have never heard of this before.  eBay deciding the order can't be canceled b/c it's already shipped?  Woohoo, sounds like great news to me! "

It's actually been in place for years. It happens exclusively when the buyer requests a cancel through the request cancel button within an hour of making the purchase and the system detects tracking info is already in the system.

[simply-the-best-for-you]

@wastingtime101  Ok thanks.  I guess I'd just never heard about it before.   It's great that that is automated.  

[stainlessenginecovers]

You cannot cancel once you've printed a shipping label. You can just 'refund' the customer the full amount.