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Cancelled order was shipped by mistake
Summary: La discusión trata sobre un pedido cancelado que fue enviado por error. akibeydil inicialmente menciona el problema, a lo que **peaseblossom** responde. Posteriormente, akibeydil vuelve a comentar y tressygirl participa en la conversación. plpmr también añade un comentario en un punto diferente de la conversación.
Hi
The buyer placed an order.
The buyer then cancelled the order before it was shipped.
I approved the cancellation immediately. The order status on eBay shows as "Cancelled" and the buyer received a full refund through Klarna.
The problem:
Despite the cancellation, my warehouse mistakenly shipped the product due to an internal processing error.
I had instructed the warehouse not to ship this order, but the instruction was not followed.
The buyer has now received the product and informed me about it.
The order is cancelled in eBay's system, I cannot open a normal Return Request for this transaction.
I want to resolve this fairly either the buyer returns the product to me, or I receive payment.
Please advise me on the correct procedure for this situation since a standard Return Request is not available for cancelled orders.
Is there a way to manually open a dispute or return process for this cancelled order?
I want to follow eBay's rules completely. My account is very important to me, and I do not want to violate any policies.
Thank you for your guidance.
plpmr
Mentor6 months agowhen tking advice here please remember that these are the UK boards and you are in United States.
**peaseblossom**
Mentor6 months agoAs a refund has been issued the transaction is now cancelled and closed. The return would be a private arrangement between you and the buyer. They can either buy the return postage and you reimburse them when you get the item back, via Paypal or similar. Or you buy the return postage online, eg. from the Royal Mail website, and send them a link to the QR code for them to print and use the label.
If the buyer decides to keep the item they should send payment via Paypal. You can't really relist it on ebay because you have nothing to send.
akibeydil
OP6 months agoHey,
Thanks so much for taking the time to help me. I really appreciate it.
Just one thing I wanted to ask about your suggestion: you said the buyer could send me payment via PayPal if they want to keep the item.
I'm a bit worried wouldn't asking a buyer to pay me outside eBay (even for a cancelled order) get my account in trouble? I thought eBay doesn't allow sellers to ask for payment outside their system. Am I wrong about that? I just don't want to risk my account.
Also, a couple more things if you don't mind:
Since the order is already cancelled, is there really no official eBay way to handle this return?
If I send a return label myself (like Royal Mail), would eBay still protect me if something goes wrong?
What do I do if the buyer just keeps the item and doesn't pay me?
Could you point me to an eBay policy page that says private PayPal payments are allowed for cancelled orders? I couldn't find anything.
Thanks again for your help. I really appreciate you sharing your experience.
Best,
tressygirl
Mentor6 months agoYou have several very valid questions !
Yes, there may be a query from eBay if you are asking for the buyer's email address or PayPal details, you have been in a transaction so there shouldn't be, but with these over eager AI bots, one never can be sure! 🙄 Therefore, make it every, very clear in your message as to why you are asking for those details.
eBay cannot enforce any action from your buyer to make them repay you know, so you could send a pre paid label and nothing to make the buyer send the item back, it's all to do with their honesty now!
Luckily most people are honest and most ( I would hope! ) would not want an item for nothing, so hopefully they will repay you !
@akibeydil