buyer wants out of the transaction

[rosscd57]

I can't remember what to do in this situation.

I sold a guy a vintage microphone, he paid with PayPal - but now he wants out of the deal. Doesn't he have to request a mutual cancellation or do I do it?

I seem to remember that there may be a problem if I make the request.

What is the best solution here folks?

[rosscd57]

I guess I should add that I have not sent it yet.

[mr.elmwood]

Buyer cannot send the request, seller has to do it. Send the request, they agree, send refund.

[rosscd57]

With respect: why should I have to make the request when the buyer is the one that wants out ot the sale.

[mr.elmwood]

Those are the rules. Seller is in control of the situation. Seller gets to decide how it plays out.

[rose-dee]

As I see it you really only have two choices - either ship the item anyway and make a very unhappy customer who will probably trash your DSRs, or start the cancellation process and make a happy customer who will hopefully leave you good FB/DSRs.  

I've had this situation occur twice, and each time I immediately refunded, sent a very friendly email to the buyer indicating that I'd be happy to cancel and would initiate the process shortly.  

I know there's been a lot of discussion about whether to wait until the cancellation is agreed to by the buyer before refunding, but in my view that would be, in effect, holding the buyer's money hostage to his agreement to cancel.  I feel it's in a seller's best interests in these situations to avoid creating an upset or angry purchaser.  

The reason I bend over backwards in these situations and why I would always begin the cancellation process if requested by a buyer is that even once the transaction is cancelled, the buyer can still leave FB (and probably also DSRs).  Also, I have to admit that I recognize people can sometimes make mistakes, and either buy something then change their minds, or realize they can't afford it after all.  If you refund and cancel in a friendly way, you might even make a return customer later on. 

I've been told by one of the 'Pinks' that eBay is working on changing the cancellation procedure so that buyers can't leave FB in certain situations (i.e. if the buyer makes the initial request of the seller), but who knows when that will happen?

For the time being, the best way to protect your seller status is to initiate the cancellation procedure.  However, as I said, I think it's prudent to send him a really friendly note saying you'll start the cancellation process and that he should expect to receive an "official" cancellation request message via eBay.  You can mention to the buyer that you'd appreciate his agreeing to the cancellation as quickly as possible so that you can relist the item.  He can of course refuse, but I think most buyers who ask for a cancellation actually want out of the transaction.  

As to why eBay makes the seller, rather than the buyer, start the cancellation procedure, it's likely because eBay wants the seller to take ultimate responsibility for the transaction (by being left open to FB/DSRs).  At the moment, we're stuck with the procedure as it is, so all a seller can do is get out of the transaction as gracefully (and as unscathed) as possible. 

Think of this situation as an early sort of INAD/return case that you are able to control.  If you were to buy something in a store, decide you didn't like or want it after all, in most cases you'd expect to be able to take it back and get your money refunded promptly.  I think if you do that, you have a better than even chance of parting on good terms with the buyer.  

[pjcdn2005]

I know there's been a lot of discussion about whether to wait until the cancellation is agreed to by the buyer before refunding, but in my view that would be, in effect, holding the buyer's money hostage to his agreement to cancel.  I feel it's in a seller's best interests in these situations to avoid creating an upset or angry purchaser. 

I agree that the refund should be done first...not so much because I would be worried about angering the 'almost' buyer but because there is really no purpose to telling them they have to agree to the cancellation first. It's sort of an empty threat because if they don't agree to a cancellation, there still wouldn't be any other option imo other than to refund them.

Also, it's my understanding that when they receive the cancellation request from ebay, they are told NOT to agree until they have been refunded. If that's true and the seller is saying just the opposite..it makes the seller sound shady.

[rosscd57]

Thanks for all the help guys.

The buyer emailed me after the purchase and payment and waned to know if there was a plug on the mike and did it work. I pointed out to him the it was clearly stated in my description that the mike was being sold untested. As far as the plug goes there is not one on the mike - and I told him I would throw one in for free but would have to make guess as to what type of plug. Luckily I found the same mike on a picture on the Internet with a plug and I just happened to have the same one.

So the buyer tells me he is happy and wants me to send him the microphone. It will be off in the mail tomorrow morning.

Howsoever - with respect to the question of who should be asking for a mutual cancellation. In my humble opinion, if the buyer wants to cancel - he/she should be making the request and if so, should not be able to give any type of feedback.

[rose-dee]

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@rosscd57 wrote:

Howsoever - with respect to the question of who should be asking for a mutual cancellation. In my humble opinion, if the buyer wants to cancel - he/she should be making the request and if so, should not be able to give any type of feedback.

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Actually, as of yet there really is no such thing as mutual cancellation -- the procedure has to be launched by the seller, even if the buyer makes the "ask" first.  I think this is a poor way to handle cancellations, but it's what we're stuck with at the moment. 

I agree that the buyer should not be able to leave FB/DSRs if he's asked for the cancellation to be done, and this is what I was told by the "Pinks" eBay is working on changing.  However, it's anybody's guess when that will occur. 

I'm glad this turned out OK for you! 

[iankimmerly]

I see your point, but....

If the buyer is in charge, the mutual cancellation goes through, the buyer walks off scot free, the seller gets some of her fees back, the item having been out of circulation for some days goes back on sale, second or third bidders have found other items to buy, and the seller can leave positive feedback while the buyer can leave positive, neutral or negative feedback. And DSRs.

If the seller is in charge, she can gauge the buyer's attitude and choose whether to send the mutual cancellation request or go for an Unpaid Item Dispute. With the latter, no feedback and no DSRs.

Most people, even those who don't want to complete a transaction, are sensible and pleasant. Unfortunately, there are some right nutters out there.

[rose-dee]

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iankimmerly wrote:

If the seller is in charge, she can gauge the buyer's attitude and choose whether to send the mutual cancellation request or go for an Unpaid Item Dispute. With the latter, no feedback and no DSRs.

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That's true in circumstances where the buyer hasn't yet paid, but in the OP's situation his buyer had already paid.  

This actually leaves little choice for the seller but to either ship (but what would be the point if the buyer indicated he/she didn't want the item?), or refund pleasantly then start the cancellation process as requested by the buyer and try to reverse the transaction with as little negative impact on FB/DSRs as possible - the only reasonable option.  

In the end the OP's buyer decided they wanted the item after, so the problem disappeared.  However, I wouldn't hesitate to refund and start the cancellation as requested if a buyer who had already paid told me - before I shipped - that they really didn't want the item.  I don't see any point in doing otherwise.  

It would be a different problem if a buyer paid, the seller shipped quickly, then the buyer advised that they didn't want the item after it had been shipped.  In that instance, I'd simply advise the buyer to return the item for a refund once it arrived -- rather unfortunate for both parties, and luckily I haven't yet had that happen!