Item cancelled - need info (new to selling EBAY - i just want to be sure of how things work)

[manyanslot]

Hi all.

What I'm going to be asking about is probably really stupid, but I am very new to selling on EBAY and I just want to be sure of how things work. I listed an item (as I do with all my items) as "free postage" / me the "Seller Pays" for postage - which is the key thing I want to be sure about in this next bit....

I had an order which the buyer cancelled. The cancel request appeared early, and I have accepted the cancel request so I have not created a pre-paid label (or dispatched the item). But is there anything else I need to do? I mean, since I would normally pay for the postage / pre-paid label, do I need to click on something to cancel the pre-paid label OR is the pre-paid label just automatically cancelled along with the rest of the order when the cancel request was accepted (in other words I can just stop worrying and forget about it)? 

I don't see anything else on the "manage cancellations" page, but I was just reading through EBAY help pages (and about 99% misunderstanding what was mentioned there - lol 😁), so I just wanted to be sure there isn't anything else I need to do, and I won't lose any money from this cancelled item.

Obviously I understand that when a cancel request occurs AFTER a pre-paid label has been made / item dispatched it is more complicated, but TBH I think I am just confusing myself about what happens when a cancel request occurs before pre-paid label / dispatch. 🤔

[podlingsmum2007]

Had the buyer paid before the cancellation? I think if they cancelled before payment a label would not have been made.

[podlingsmum2007]

There is also the postage labels tab under selling. You can check there.

[manyanslot]

Er, I don't know if the buyer paid before cancellation. That is one thing I think I read somewhere I kind of forgot overlooked when I started this topic.

BTW, before it was cancelled, the (Buy It Now) listing was set as: Require immediate payment when buyer uses Buy it now

On the "This order is cancelled" page for the cancelled item, it says total refund + amount you owe £6.00 (the sale price i set for the item), but doesn't say anything about pre-paid label costs there or anywhere else that i can see.

[manyanslot]

I checked - nothing listed there. I assume all good then and no pre-paid label costs were made / due to be reversed / whatever...

[xyz307xyz · Accepted solution]

I think it's quite a reasonable question.

I suggest looking through the various tabs here:

https://www.ebay.co.uk/mes/transactionlist?sh=trueSeller Hub | All transactions | eBay

to see if there's any mention of a postage charge, and if so a postage charge refund (I don't know the exact words they use)

and if are unsure you can request a refund of the label here:

https://www.ebay.co.uk/claims/simple-delivery/refund/seller

It may tell you as you are filling in the form, that there is no label, or it's already cancelled or something; or maybe say similar once they've processed it later - no harm done. If it says something like we've refunded your £3 then it was worth doing.

[manyanslot]

OK, thanks for the information.

Looking at my transactions page (relevant things only), it shows:

4th July - 16:03:36:

• Order ***so-and-so-number of the ordered / now cancelled item***
• Amount: £6.00
• Fees: £0.00
• Net: £6.00
• Total Balance: £12.00
• Completed

(next)

4th July - 16:03:38:

• Postage label for order number  ***so-and-so-number of the ordered / now cancelled item***
• Evri
• Amount: (minus)-£2.94
• Fees: ---blank---
• Net: (minus)-£2.94
• Total Balance: £9.06
• Completed

(next)

5th July - 07:26:23:

• Refund for order number ***so-and-so-number of the ordered / now cancelled item***
• Cancel ID: ***so-and-so-number***
• Amount: (minus)-£6.00
• Fees: ---blank---
• Net: (minus)-£6.00
• Total Balance: £3.06
• Completed

Correct me if I'm wrong: it looks like (middle one above) the postage label £2.94 (cost for me) from Evri did occur virtually immediately (within 2 seconds) with the Buyers original order. And although I have cancelled the order from the Buyer per their request (and that has been refunded to them), the Evri £2.94 has not (yet) been refunded to me (since I pay for postage).

Assuming I am correct, it would be nice if EBAY and Simple Delivery would set it up so that if a product is cancelled before the postage label is ever used / before the product is ever sent, then the postage label costs would automatically cancel+refund at the same time as the cancellation of the product - instead of having to go through the "Request a refund for Simple Delivery" page.

Oh well, speaking of "Request a refund for Simple Delivery" page - I have now put in a request there. I did see that mentioned on the EBAY help pages originally, but I wasn't sure if i needed to use it or not.

[xyz307xyz]

I agree with the first paragraph; and hopefully the last paragraph will mean you get the label cost back, (either) as a direct result of completing the form (or automatically albeit after a delay).

You've done what I would have done in that scenario. You could also discuss with customer services if you like.

[manyanslot]

OK, so I went back into "All transactions", and it got updated with:

Postage label (voided) for order number so-and-so ----- EVRI ----- Refunded ----- £2.94

It showed up the same day (evening) I made a Postage Label Refund request. So that's good to know that got refunded.

Although I don't know if the refund was in response to my Refund request, or just an automatic Refund that was just delayed a couple of days after the original order and happened to be Refunded on the same day I put in the Refund Request. When I did the Refund Request, I think it said it could take up to so-and-so number days (I forget how many exactly - maybe about 12?) for them to review the Request... So I wonder if I might still get an email within the next few days about the Refund Request + I wonder if it will say it as been denied because the automatic Refund had already gone through.

All the uncertainty and lack of clear information is really frustrating. Oh well, so long as I got some kind of refund from it, I guess that is all that matters! Anyway thankyou for your help and advice.