mam98031 • Volunteer Community Member • Buyer/Seller since 1999
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@xsgtblueberryx wrote:
I'll first preface by stating I'm not a frequent user of Ebay. I bought an item- I then learned after the order had been shipped that it would not be suitable for what I needed. I decided to open a return (despite not receiving the item) because I knew I wouldn't need it. Ebay then informed me that I had only a certain number of days to return it to get the refund. So then I closed the return, intent on reopening it when I actually got the item. Ebay then informed me that I couldn't open another return. The seller, who has been very professional, also informed me that because I did this, he couldn't just cancel the order. So now we're in between a rock and a hard place. What I think I need is some kind of override on the transaction from Ebay/administrator so that the seller can process a return to give me my money back, as the item has already been shipped back to the seller and he has confirmed that he received it; I am open to other suggestions. Thanks.
As others have told you there is not way to "override" this. When you went to close the original request for return, there was a statement on your screen from Ebay that told you if you closed this request, you would not be able to open another one. You may have overlooked it, but Ebay did tell you what would happen.
@goldguy22k wrote:
@missjen831 wrote:
@xsgtblueberryx wrote:
Oh, they did. I was just wondering if I could get their seller's fee refunded to them, that's all.They can. As long as it’s within the time allowed, they can cancel the transaction & eBay credits the FVF 🙂
Hmmmm..... OK, some clarification? please?
Are you saying that an item gets shipped to a buyer, buyer ships it back to the seller through non-eBay means and the seller can STILL cancel the transaction? How long is that allowed? Does cancelling the transaction return funds to the buyer, especially after ebay "sees" the item was delivered and no offical return process?
YES. As far as I know it has always been like that.
Buyers nor sellers are required to use the return system on Ebay to handle any issue that may arrise. We can work directly with our buyers, through email to resolve anything we agree to resolve.
I do not understand this scenario - seller ships, buyer receives (through ebay),
Ebay is the venue, but not the seller. You receive your items from your seller. Ebay does not sell anything.
buyer returns (NOT through ebay),
That is optional. Buyers do not have to file a return request. Buyers and sellers are free to work with each other when problems happen. Your seller is the one you need to be working with you. Again Ebay is just the website that others come here to buy and sell.
seller gives refund through paypal (NOT ebay).
Correct. At this time Ebay does not handle the money at all. If the buyer pays via PP, then the refund happens via PP.
What happens when seller cancels the "sale" through ebay? How does that work? ebay knows item has been delivered.
The act of being "delivered" has nothing to do with whether a transaction needs to be cancelled or not. If the buyer has returned the item to the seller, then the seller needs to file the cancellation so they get their FVFs back from Ebay and the final step in the cancellation process is refund the buyer in full.
.....so I took a break before posting and came back realized I perhaps should look up "cancelling a sale" in the help section. So I did that and more confusion. Sigh
https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136
Canceling a transaction
If at all possible, try to avoid canceling a transaction because you don't have the item to send – it's considered a transaction defect and may affect your seller performance level. The buyer will still be able to leave you negative or neutral feedback about the transaction.
You can cancel a transaction up to 30 days after a sale, even if your buyer has already paid.
There are situations when you can't cancel a sale:
- You've already sent the item
- The buyer has asked us to step in and help because they didn't receive the item
- You've already opened an unpaid item case
I can see where that may have you confused, but you also need to look at the sentence just above your frist red line above.
Ebay is not known for writing their policies in user friendly language or to be clear and concise on the subject. You can do a cancellation on an item that has been sent, it is just not advisable to do that unless the buyer has shipped the item back to you and you are ready to refund your buyer.
This kind of situation happens all the time. It is always in a seller's best interest to prevent a SNAD from being filed whenever possible. And if a seller is working well with their buyer, then the buyer has no need to open a SNAD. But if the buyer gets a hint that the seller is not going to work with them, then they can always go and file a SNAD which will force the seller to work with them.
While Ebay is the website, they are NOT the retailers that are selling to you. It's kind of like a street fair or something. All kinds of different businesses open booths to sell their stuff. They will pay rent to whomever is running the street fair for the priviledge of selling there, but the sales happen between the individual businesses and the customers.
This concept does confuse some, but Ebay is NOT the seller. It is NOT Ebay's responsibility to process a return, it is the Seller's responsibility to do that. Ebay can be involved in the process, but it is not necessary nor do I recommend it if both sides are willing to work with each other, there is just no need for Ebay's involvement. It won't change the outcome if you are working together, so where or why would it be neeeded to have Ebay involved?
