mam98031 • Volunteer Community Member • Buyer/Seller since 1999
@pburn wrote:
You're saying a seller can cancel a transaction as buyer requested AFTER the item has been shipping--even though tracking has been uploaded and that tracking would show the item has been delivered?
i still have that option.
@pburn wrote:
@mam98031 wrote:Buyer asked to cancel order
Something is wrong with the buyer’s shipping address
Item is out of stock or damagedRight. Those are the three reasons I'm familiar with. Was the previous poster correct that a seller could use one of those reasons to cancel an order after the item has been shipped and tracking shows it has been delivered?
It would have to be the first reason on your list ("Buyer asked to cancel order") since, obviously, the other two could not be used after the item has been shipped.
You can, they are all available. But should you is a completely separate question. Ebay says NO.
The upsetting thing here is we use to have a reason for just such a situation like this. But Ebay took it away when they revamped the cancellation process in preparation of the Service Metrics policy. It's a catch 22 for a seller. Process a cancellation that will cause you to have a ding on your account, don't process a cancellation and eat the FVFs or have your buyer open a claim that hurts your stats. All great choices right?!?!?!?
@pjcdn2005 wrote:To me, a buyer returning an item is saying that they want the transaction cancelled so I would consider using that if I was going to refund the original shipping that the buyer paid. I believe that one of the board reps said that if a PayPal refund was done without any type of case being opened, there would be no defect given IF there was info in messages to prove it wasn’t an oos refund. Wouldn’t it be the same if a cancellation was done?
I understand and I agree, but Ebay does not.
@pjcdn2005 wrote:
@mam98031 wrote:
@pjcdn2005 wrote:To me, a buyer returning an item is saying that they want the transaction cancelled so I would consider using that if I was going to refund the original shipping that the buyer paid. I believe that one of the board reps said that if a PayPal refund was done without any type of case being opened, there would be no defect given IF there was info in messages to prove it wasn’t an oos refund. Wouldn’t it be the same if a cancellation was done?
I understand and I agree, but Ebay does not.
Are you saying just that they don't want us to do that or are you saying that they would absolutely give a defect if the sale was cancelled? That doesn't sound right since you could do a PP refund without penalty as long as there was some sort of confirmation in messages about the reason for the cancellation. Perhaps I'm mistaken on the latter but I was sure that one of the reps said that within the last little while.
I have had this discussion on the weekly chat at great length. I think there is something on the chats for the last 3 or 4 weeks. Especially the last two. You should visit them as they are very enlightening.
While it is not a guarantee, Ebay is strongly recommending that ALL returns are handled through the claims system. Even if your buyer doesn't want to. This was also part of the discussion. When is a recommendation by Ebay actually a requirement and when is a recommendation by ebay a recommendation. It appears Ebay is using that word rather as interchangeable. But really, go read the chats. It's an eye opener to be sure.
But back to your question. Ebay may or may not catch it, but if they do, they will give the seller an OOS defect. This is one of the big changes of a few months ago.
Ebay revamped the Cancellation process in anticipation of the release of the Service Metrics. Up until then, there was a reason a seller could select in the cancellation process for the buyer returning an item. Now we have only three reasons we are to file a cancellation. Buyer's request, Something wrong with the buyer's address or the seller is OOS.
