As a seller on eBay you will run across a time when you will need to cancel an order that either a buyer won or used a Buy It Now.  There are many reasons why an order would need to be cancelled.  Here are some reasons why orders have been cancelled in my experiences

• Buyer wanted to cancel because they bought it in error or they didn’t read the full description (where I sell items for parts or not working)
• Shipping is incorrect and buyer wants me to change the address.  DO NOT edit the address on the label purchase screen.  If you edit the address you forfeit your seller protection
• You are out of stock or item is damaged (seller defect).  Use this rule as a seller will give you a defect.  If you fall below 0.50% then you will lose Top Rated Seller, and I’m assuming if you get enough of them eBay could step in on your selling account status.
• Seller doesn’t pay for their item after their auction, and a case is opened for unpaid item.

Buyer Requests Cancel:

For issues where buyer simply wants to cancel an order I always first request that the buyer cancel from their side.  You should have the ability to go into the listing and cancel it if its shortly after they’ve purchased the item.  If they cannot do it then I will go into the sold screen on eBay and cancel it.  Be sure to click “Buyer request for cancel” so that you do not get a defect on your account.  This will usually issue an immediate refund through PayPal.  I believe you will lose $0.30 per cancel from PayPal for the transaction.

Address is Incorrect:

Again make sure you select the right reason when you cancel this order type.  If the buyer requests that you change their address on the label then make sure you ask the buyer to cancel and rebuy the item with the correct address.  They must make the edit in PayPal before completing the transition.  If you edit it yourself and the buyer opens a case you will be fighting an uphill battle.  eBay will most likely refund the buyer and you’ll be out of the item!

Out of Stock:

If you are out of stock then you will be hit with a defect.  Understandably eBay will give you a defect because they want sellers to know their purchase will be fulfilled.  I always check my listings to validate that what I have listed is what I have in stock.  Sometimes I have seen that I will have duplicated listings and I can go in and end the listing.  As you grow your number of listings, I can see this happening.  Sometimes I will get a hiccup in the system or something will glitch out and I will duplicate listings.  Go in and look at your store every so often to make sure what is listed is what you have in stock.

Tip:  If you relist and listing that had multiple quantities, then that relist will also pull in that same multiple quantities.  Make sure to edit this number so you’re listing doesn’t have more than you physically have!

Unpaid Case:

If you setup auto unpaid case opening for unpaid auctions then this will not impact you as much in terms of cancelling an order.  If you do not have it open automatically for you, then you will have to open a case manually, and then manually close it after a certain time period.  Once the case is closed your item should be auto posted again.  In all cases make sure you check that the listing is reposted.

Sometimes I have heard some strange stories at why people want their order cancelled.  Probably the most infamous and most frequent is that “so and so” took my phone and ordered it.  The only inconvenience is that if you had watchers on your listing then it will take awhile to get that back.  I always feel that it hurts the chances of my item selling and extended it from selling.  What are some of your strangest stories on why a buyer wants to cancel an order?

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-Chris
LiquidationOH@gmail.com