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Order cancellation requested by the customer
Summary: The discussion concerns a customer’s request to cancel an order. lfgshop introduced the topic, while marioelegio participated but without adding any further details.
A customer placed an order with me, then immediately asked to cancel it, explaining that they had entered the wrong address and would therefore place the order again with the correct address. I replied, saying that if that was the only problem there was no need to cancel the order, but simply to send me the correct address and I would pass it on to my courier. They sent me the new address, which I forwarded to my courier, who told me that that address was one of their pickup points, as it was for several other couriers too. The package was delivered and the courier sent me the pickup code to give to the customer. I passed the code on to the customer, saying they could collect the package at the address indicated. Since they weren’t responding, I sent them two more messages telling them that if they did not arrange pickup by date xx, the package would be sent back. I tried to reach them by phone without success. Now the package can no longer be collected and is therefore being returned. Has anyone had a similar situation? What is the procedure to follow on eBay, given that the order has shown as cancelled since the customer’s request and has never been updated despite the later messages. All communication took place on the eBay platform.
marioelegio
Mentore1 year agoThe correct procedure was the one proposed by the buyer. You decided to do your own thing and stepped outside eBay's procedures.
You won't be able to prove that you shipped to the address eBay gave you, and the communications between you and him will be absolutely irrelevant.
When the buyer asks for a refund, you'll be forced to refund him in full.
bye
mario