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eBay

If you buy or sell items on eBay, you will find tips and advice on this forum.

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Original poster

Help with cancelling a transaction please!

20 replies

anonymousbird · 13/12/2011 09:30

Due to no one's fault, I need to cancel an auction of an item I sold. I won't go into details, but the buyer paid the money, so it's NOT a "strike for non payment" issue.

How do I do this and recoup my ebay final value fee (as it is quite a lot of money I want to get this right?).

I know that Paypal will automatically refund the Paypal fee when I refund, but I've never had to cancel an Ebay item that has been correctly paid for and recover my ebay fee before.

All the items I found in "Ebay help" assume that there is a fault and mean a strike will be made, which I absolutely do not want to happen.

Thanks!

OP posts:

Original poster

anonymousbird · 13/12/2011 09:30

Oh, and I should add, I have the cooperation of the buyer, so if I need them to initiate the process to make this happen, then they will.

OP posts:

SoupDragon · 13/12/2011 09:31

You "mutually agree not to complete the transaction"

I've done this before on a couple of occasions.

Original poster

anonymousbird · 13/12/2011 09:39

Great, and where do I find that option in the website please? Sorry, I've had a look and was getting in a muddle, so any pointers gratefully received.

OP posts:

fergoose · 13/12/2011 09:47

from myebay click on account then resolution centre - then cancel from there

Original poster

anonymousbird · 13/12/2011 09:47

Do I need to send the refund before they accept the cancellation, or do I wait for the acceptance?

Thanks

OP posts:

fergoose · 13/12/2011 09:49

Yes I would - you need to log into paypal, click on the actual payment scroll down then hit refund

Original poster

anonymousbird · 13/12/2011 09:52

Thank you.
Am I then exposed if they don't accept the cancellation - I am really concerned about getting back the ebay FVF as it is a lot of money.

I don't think she will, she has fantastic feedback and has been very helpful. Equally, I suppose she is exposed if I don't refund but she accepts!

Is there a fall back position if she declines the cancellation?

OP posts:

fergoose · 13/12/2011 09:54

no - if she declines it you won't get your fees back, but if she ignores it and does nothing you will get your fees back when you close it

She isn't exposed if you don't refund as she could have just filed a not received claim and Paypal would have refunded her

Original poster

anonymousbird · 13/12/2011 10:01

Thanks fergoose.

Can i send more than one second chance offer, or is it one at a time do you know?

OP posts:

fergoose · 13/12/2011 10:06

no - only one at a time otherwise you could have 2 buyers and only one item

Original poster

anonymousbird · 13/12/2011 10:46

Good point!

Gosh, the wonderful world of ebay. It's always so useful to come on this board and have people who really know their way around it!

OP posts:

SoupDragon · 13/12/2011 10:47

Excellent - I knew someone would know where the option was because I hadn't a clue :o I suspect I searched their help section and ploughed through reams of unhelpful guff.

fergoose · 13/12/2011 10:51

You are right, it is easy when you know how but there is a lot of bumph to plough through while you are looking :)

Original poster

anonymousbird · 14/12/2011 07:17

Thanks all. We've mutually cancelled and I've asked Paypal to refund.

HOWEVER, Paypal, despite having funds in my paypal account which I had not got around to moving out have decided to put this transaction on "pending" which means the ex-buyer won't get her money back until early next week!! I've never had a hold put on a transaction before and I have spent large amounts on paypal in the past. . FORTUNATELY, my buyer is incredibly understanding and patient.

Thanks for your help, saw me through a couple of nervous moments!

OP posts:

JaneBirkin · 15/12/2011 12:27

Paypal have done that because technically they don't have the money from the buyer yet! (I think). They pay you, so you have it, then they request the payment from the buyer's account, so that takes a few days to come through and they can't do the refund till they actually have the money themselves iyswim.
so it's not your fault

lljkk · 15/12/2011 14:10

That doesn't make sense Jane, it's OP who says she has funds & it's Paypal who won't give them to buyer.(?)

I had to cancel a few transactions recently, wish I had had a guide like this to help me thru. No delay for me in the Paypal refund, though.

Ebay strongly advise buyers not to accept a cancellation before they have a refund, so you don't have much choice about refunding first if Buyers are trying to protect their rights, too.

fergoose · 15/12/2011 14:22

I guess the paypal payment was funded by bank transfer hence the hold on the refund? This has happened to me before, even though I have paid and all is showing as paid the refund has taken ages because it was bank funded - no idea why as it wasn't an echeque.

JaneBirkin · 18/12/2011 08:36

Sorry, I am really dim sometimes. Thankyou for setting me straight!

fergoose · 18/12/2011 11:34

Jane - you're not dim! :)

FabbyChic · 18/12/2011 12:41

It is not instant as she paid via bank funding, thats a direct debit, PayPal have not received the funds from her bank yet, she will get a refund when the funds clear with PayPal and not before. Refunds are only instant when funded by PayPal funds, if funded by card it takes up to 48 hours for the refund to go back to the card used.

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