Cancellation request after shipping is paid but before 1 hour is past

[openingnight]

I had a buyer pay for an item, then I packed it up and printed a shipping label after which the buyer put in a return request. At this point one hour had not past since the purchase was made. It seems the only option through eBay is to have the buyer request a return. I'm surprised that, if eBay allows cancellations within the first hour, there isn't an option for the seller to simply cancel the purchase and refund the buyer's money. Perhaps this is because the seller would be unhappy having to wait for the cost of a voided shipping label to be refunded to themselves? Or am I missing something? Also, what should I do if the buyer does not end up opening the return request? I messaged the buyer right away with instructions on how to do it, but they have not responded yet.

[pburn]

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@openingnight wrote:

I had a buyer pay for an item, then I packed it up and printed a shipping label after which the buyer put in a return request. At this point one hour had not past since the purchase was made. It seems the only option through eBay is to have the buyer request a return. I'm surprised that, if eBay allows cancellations within the first hour, there isn't an option for the seller to simply cancel the purchase and refund the buyer's money. Perhaps this is because the seller would be unhappy having to wait for the cost of a voided shipping label to be refunded to themselves? Or am I missing something? Also, what should I do if the buyer does not end up opening the return request? I messaged the buyer right away with instructions on how to do it, but they have not responded yet.

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So, I'm a little confused. You haven't even shipped the item yet, and the buyer has already submitted a return request? But then you ask what to do if the buyer does not open the return request.

Why didn't the buyer just ask that the transaction be canceled?

I just can't seem to piece together the sequence of events in your transaction. 

[missjen831]

You are missing something. Buyers can formally request a cancellation within 1 hour after purchase. Sellers, on the other hand, can cancel the transaction at any time. All you had to do was go to your sold listings, find the listing and click “more actions>cancel transaction” and eBay would have cancelled & refunded the buyer. You can also go to the resolution center and do the same thing. Since the buyer requested a return, you should have the option to simply issue a refund. Might as well do just do that and void the shipping label. 

[pburn]

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@openingnight wrote:

Also, what should I do if the buyer does not end up opening the return request? 

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As a seller, this might be a good page for you to read so you know how to process cancellations:

https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136

And here's the information for a buyer:

https://www.ebay.com/help/buying/cancelling-order/cancelling-order?id=4004

[lintbrush*]

You have contradicting statements.

Did the buyer open an eBay return request or did you just receive it through member messages?

If they opened a formal return request, to end the transaction you can simply issue the refund through the request ( and dont' forget to void your label).  Once they open a return request, the option to cancel goes away.

If they only sent a member message asking to return it, the option to cancel will still be available to you.   Find the item in Solds and use the little dropdown menu for that item and it will be there.

Once you purchased the label, the buyer can no longer request a cancellation because eBay deems it shipped.   

[openingnight]

I'm really sorry guys, my original message wasn't as clear as it should have been. Let me try again please (and thank you in advance for bearing with me). This is the order of events:

1. The buyer purchased the item (9pm)

2. I packed the item and printed an eBay shipping label (as you know, to eBay this is essentially the same as shipping the item in their system) (9:15pm)

3. The buyer put in a cancellation request (see attached image #1) (9:30pm)

4. I was unable to accept the cancellation (see attched image #2; I had taken no action at this point other than printing the label) (9:35pm)

5. I messaged the buyer and asked that they submit a Return Request (and asked that they choose 'I changed my mind' under 'select a reason') (9:40pm)

6. I have not heard from the buyer since then and it has been about 20 hours (I have one day handling).

I hope that makes sense now because I still really need help with this! Thank you again everyone!!!

[openingnight]

I'm really sorry guys, my original message wasn't as clear as it should have been. Let me try again please (and thank you in advance for bearing with me). This is the order of events:

1. The buyer purchased the item (9pm)
2. I packed the item and printed an eBay shipping label (as you know, to eBay this is essentially the same as shipping the item in their system) (9:15pm)
3. The buyer put in a cancellation request (see image #1) (9:30pm)
4. I was unable to accept the cancellation (see image #2; I had taken no action at this point other than printing the label) (9:35pm)
5. I messaged the buyer and asked that they submit a Return Request (and asked that they choose 'I changed my mind' under 'select a reason') (9:40pm)
6. I have not heard from the buyer since then and it has been about 20 hours (I have one day handling).

I hope that makes sense now because I still really need help with this! Thank you again everyone!!!

[openingnight]

(sorry for the double post)