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Confused seller cancellation process and aggressive buyer behaviour
Summary: In a conversation about the frustrating seller cancellation process and confrontational buyer behavior, kat_2959 initially expresses confusion regarding these issues. tressygirl, *vyolla*, and john1297576 join the discussion, though their responses are not detailed in the content provided. The thread highlights common challenges sellers face in managing cancellations and dealing with demanding buyers.
I would appreciate some advice regarding a difficult experience I recently had as a seller on eBay UK.
I sold a mini fridge, but after the purchase I discovered that the courier services available to me would not accept the item for delivery due to the package restrictions. I informed the buyer immediately and explained the situation clearly.
The buyer then requested cancellation, which I understood and accepted as a reasonable outcome. However, the reason entered for the cancellation was that the item would “not arrive on time,” which was not the real reason discussed in our messages. The actual issue was the inability to arrange courier delivery.
I also explained that I was confused about being charged a £4 fee through the cancellation process, especially as I had not received funds and the transaction could not be completed due to the delivery limitation.
Since then, the buyer has become increasingly impolite, placed all responsibility on me, and made comments that I personally found intimidating. I now feel uncomfortable continuing to use the platform and I am even considering closing my account because this experience has been very stressful.
Has anyone experienced a similar situation? I would appreciate guidance on:
- whether this type of cancellation reason should be disputed,
- how seller protection works in this case,
- and how best to handle aggressive communication from buyers.
Thank you.
john1297576
Mentor2 months agoAs already said refund goes back to source. Unfortunately when ebay advise thatvacrefund has been processed I think they imply a few days, but this is not true,
While refunds to Paypal are quick, bank card payments take 7 days and credit card payments up to 30 days.
*vyolla*
Mentor2 months agoIf that was the fridge sold on the 11th May I can see that your buyer may be getting a bit impatient here with receiving their cancellation and refund. The onus is on sellers to get the correct postage price and method selected on their listing suitable for the size and weight of the item they're sending out.
As advised, cancel the order by selecting the 'buyer asked to cancel' reason; you have no reason to dispute a cancellation, the buyer is entitled to their money back if you're not sending their item out to them.
There is no kind of seller protection that applies here, I'm not sure what you're looking for?
I'd just send one last message to your buyer apologising and letting them know that their order has now been cancelled and a refund is on its way back to their funding source. That should be enough to placate them.
tressygirl
Mentor2 months agoCancel the item selecting the reason ' Buyer Requests to Cancel'. This fully refunds the buyer and your seller performance is not affected.
Was that charge a postage charge? If this was a Simple Delivery transaction, then the refund for the unused postage will go back to whoever paid for it, and can take 30 days.
@kat_2959