When do you issue a refund to the buyer?

[dragoncat11]

An hour after buyer made a purchase has messaged me that they changed their mind and could I cancell the order. Buyer paid via PayPal. Should I wait to make sure their payment clears first? If so, how long? Should I cancell the order and issue their refund right away? thank you

[siamdao]

We have had this happen.  We cancel indicating buyer requested and it seems to take care of itself.  Money in, money out.

[mam98031 · Accepted solution]

There is no need to wait.  File for your cancellation right away.  Use the reason as being the Buyer Request.  That is extremely important.  Don't check any other reason or it could get you a defect.  But since your buyer requested the cancellation, check that box.

You will notice the cancellation process will ask you if you want to refund the buyer.  Click on that and allow the refund to happen.  Even if for some reason the payment were to be pending, it would reverse the payment.  There is no risk for you in doing this.

The quicker you take care of this, the happier your customer.  And one day they may come back and make other purchases that they will follow through on.  Plus you are giving them no reason to hurt your feedback.