Buyer want to cancel the order

[emnotinparis]

Hi,

my buyer requested order cancellation after I’ve posted the order. What are the next steps please ? Buyer changed their mind. 

[redwick1]

If it has been posted then  you can refuse the cancellation.

When they receive the item then they request a return.

It would be advisable to accept it as you are selling a lot of new goods 

so classed as a business. All businesses have to accept returns.

All businesses have to accept returns

[tressygirl]

If you posted the item too late to cancel.

Send the buyer a polite message explaining the item is on its way.

Was there a No Returns on that listing ?  Then,  you can add in your message that for a change of mind reason you do not accept returns, and perhaps if not wanted,  they can sell the item on themselves.

@emnotinparis 

[emnotinparis]

Yes i agree and totally understand. I have offered for buyer to cancel but apparently because it has been posted I buyer cannot do it. 

[emnotinparis]

I did and I also said it clearly states that I do not accept the returns unless faulty or damaged but I said I will see what I can do. But buyer jumped straight to threats like: if I won’t do refund by 4pm  buyer will pursue the legal action… 

Wish everyone is as understanding as eBay community. 

[jckl1957]

Do not refund the buyer.

Once they get the item, they can open a return and you can refund them once you get the item back.

I would send them a single message now and then not communicate at all until they have opened a return through Ebay.  They are obviously looking for trouble so, personally, just this once, I would accept a change of mind return. 

I would message, 'As I have stated, I have posted your item so I cannot cancel the sale.  I will accept a return so, when you receive the item, please open a return case through Ebay stating you have changed your mind.'

Don't send any more messages or get into a 'back and forth' with them.  If they send any unpleasant messages, report the messages to Ebay.

If they chose that reason, they will have to pay for postage.  When the item is safely back with you, then you can refund them.  Don't forget to block them once the transaction is complete.

[emnotinparis]

Thank you. Yes this is what I was thinking just to politely advised and see and wait. I have not done anything illegal. 

[john1297576]

Threat of legal action, sounds like a lot of hot air to me. Do not be threatened into refunding until item has been returned by tracked means IN GOOD CONDITION.

https://www.ebay.co.uk/help/policies/member-behaviour-policies/condition-returned-items-policy?id=47...

[emnotinparis]

Thank you. Yes I agree especially I haven’t siad no to anything I politely informed that I will look into this and get back to buyer by the end of the working day. But buyer said “will pursue legal action if no solution by 4pm” 🤦🏼‍♀️