Problem with cancelling an order

[pitstop.pippa]

A buyer has asked to cancel a purchase and I've started the cancellation process but received the following message: 

"There was a problem processing your refund for this cancellation. Please visit the cancellation details page for information on resolving this issue".

I'm a bit confused as the cancellation details page just says to refund the buyer by Jan 8th. Doesn't this happen automatically through ebay once the cancellation is requested or do I have to go to paypal and actually authorise it myself? I don't want to end up with the refund being issued twice!

[john1297576 · Accepted solution]

Has the buyer sent an official request to cancel? Not just a message!

You say you have started the cancellation process! What have you actually done?

Correct procedure is buyer sends a request to cancel. You select cancel using reason  "buyer's request" refund is then made.

I suspect that you have sent the buyer a request to cancel and they then have 10 days to accept, or if not accepted after 10 days you can close it yourself and refund made.

The point is that despite having asked you to cancel, the buyer could still click decline leaving you stuck. 

You must now wait for buyer to accept, trying to do anything else now could mean you get a defect and no refund of the selling fee.

[pitstop.pippa · Accepted solution]

Hi John,
Thanks for your reply. I haven't done a refund for years so when the buyer sent me a message rather than an official request I thought it was up to me to do the cancellation. I opened the drop-down menu on the sold listing and chose "buyer request" as the reason for cancellation. I will send her a message to ask her to accept the cancellation. I can't see her not doing so as we've had dealings before. The item is in a niche market so she probably wouldn't want to be blocked from doing further business with me if she messes me around!

[muzna1968]

The buyer didn’t pay for the item