Buyer 'bid by mistake' (again)

[stripyzebras]

Several days after an auction ended, I got this message from the buyer:

"my children purchased this without my knowledge. Would you please arrange a refund. I am disabled and am not near you so am unable to collect".

Normally I would sent a sympathetic response, but I get these type of emails regularly.  The item is a small inexpensive plant - collect only - and I very much doubt that someone's children bid on such a child-unfriendly item. What bugs me is that the buyer hasn't actually paid for the item, yet is asking for a refund. I always cancel transactions when requested (what's the point of prolonging the irritation?) but ebay then send a ridiculous message asking the buyer to confirm the cancellation, saying they will refund the buyer (when they haven't actually paid - surely ebay can recognise when payment by paypal has been made)and then a 10-day wait for the buyer to respond and cancel their end (they rarely do, so ebay deducts commission in the meantime).  To top it all, ebay will send the bidder a sympathetic message saying that 'unfortunately the buyer has cancelled' Apart from just cancelling this and marking it 'the buyer requested' is there any other option?

[john1297576 · Accepted solution]

When you cancel a request, the buyer should send you a PROPER request to cancel.You then cancel using the reason "Buyer's request". You are making hard work of a simple transaction. There is no need for buyer to confirm or wait 10 days, the buyer is on record as asking for a cancellation.

I think this is the usual excuse for not paying and I would be inclined to open an Unpaid Case, and Block the Bidder.

Selling feesare due the moment an item sells, only by completing a proper cancellation or Unpaid Case are the fees refunded. Have a read of this Ebay announcement.

https://community.ebay.co.uk/t5/Announcements/Buyer-requested-cancellations/ba-p/6676564

[stripyzebras · Accepted solution]

Thank you - didn't see this announcement and am certainly pleased to see that ebay have dealt with this problem. I accept that buyers do make mistakes/change their minds, but never understood why the seller should have to do the work in cancelling the order.
I think buyers often fabricate excuses as they are nervous of the seller's response. Reading some of the angry sellers on here where a buyer has pulled out of a transaction makes me realise why.
Thanks for you help.

[stripyzebras · Accepted solution]

PS - also think when someone claims they have bought in error and wants a refund that ebay should charge the buyer the 30p paypal fee (frustrating when you refund a low-price item)

[stripyzebras · Accepted solution]

Well despite taking your advice john1297576 , the buyer responded saying that 'ebay told me I couldn't do this. They said to pay then ask for a refund.' While I don't believe this (or perhaps I do; ebay advisors are very hit and miss) I opened a cancel in the 'old-fashioned' way and will now have to wait 10 days for this to close as I know this buyer won't respond to the confirm cancellation message. Ebay do need to solve this problem for sellers; it is ridiculously frequent.