How to cancel and refund a buyer safely

[vintagenorth]

Help please, I need to do an agreed to cancellation for a buyer who has already paid me. Do I sent a cancellation first or do I refund first or is it all done at once? I haven't had to do this before and trying to dodge the bullet of course.

Thanks!

[ricarmic]

I'm lucky that it's been a while since I last did one, and unlucky that whilst I'm only medium old, I seem to be forgetting things faster these days...

Since they have already paid, you can just "cancel order" which I believe requires you to give the reason why. Presumably something like "buyer purchased by mistake or changed mind" is appropriate for your situation. That's the only one that is "defectless"....

As I recall the refund is automagic.

I'm sure if I've got something wrong someone will correct me.....

[vintagenorth]

Thanks, too much on my mind today with all the Christmas preps. Stupid question I'm sure, but where do I go to do the cancel item. Thanks ric!

[kitschnvintage]

See this ebay page for cancels and refunds

http://pages.ebay.ca/help/sell/cancel-transaction-process.html

[kitschnvintage]

[kitschnvintage]

[esclyons]

just so i am clear as well. if the buyer has paid already, and you then cancel the transaction, the refund is automatic?? and there is no window for feedback....

because i have seen negative  feedback left for seller's , because the bidder, felt that it was sold too cheaply, and the seller cancelled the transaction.. so they were left negative feedback..

[vintagenorth]

 Esclyons, that's because the seller cancelled and probably received a defect for refusing to ship. In case it is only right for the buyer to be able to give feedback.

[kitschnvintage]

Hi, yes on both of the help pages I searched it states that if the original payment was through PayPal the refund is automatic when the order is canceled:

Here's what we found for "Canceling an order"

To cancel an order now and get a final value fee credit, click Cancel order below and select the item you want to cancel. We'll verify if your item is eligible for cancellation.

You can cancel an order within 30 days if you can't complete the sale, or if the buyer contacts you to request a cancellation. You'll receive a final value fee credit when the cancellation is complete.

If the buyer already paid through PayPal the refund will be automatic. If the buyer used another payment method, refund their original payment method first. In cases where the buyer didn't use PayPal, they'll have to confirm they received the refund in order to close the cancel request.

For the neg or neutral feedback the OP is correct - if the Seller initiates the cancel request for whatever reason the Buyer is able to leave whatever feedback they feel is appropriate. If the Buyer decides they want to cancel the transaction it is important to get them to actually do the cancel request in ebay (somehow) which you the Seller would then accept and the "Buyer" is no longer able to leave a neg or neutral feedback because they initiated the cancellation.  This is my understanding from the ebay help pages.