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eBay notifies users of MAJOR change to the purchase process
Shoppers who wish to cancel an eBay purchase can now initiate that process with the click of a button, the company announced in an email to users of the resale website.
The company implemented its new change Wednesday to all eBay account holders who’ve bought and purchased items.
'Buyers now have the option to request an order cancellation using the Cancel order button before the item is marked as shipped,' eBay said in the announcement.
'You retain full control to either accept or decline cancellation requests,' it continued, adding 'You’re protected from neutral or negative feedback for any cancellation requests made through our updated process, regardless of whether you accept or decline.'
Sellers will have three days to approve or decline a buyer’s cancellation request, and if they don’t respond, the company will close it immediately, the company clarified on the community page.
Shoppers on eBay are now allowed to initiate a cancellation request with the click of a button
'Buyers now have the option to request an order cancellation using the Cancel order button before the item is marked as shipped,' eBay said in the announcement
The eBay shopper must first go to their purchase history, and look for the item they wish to cancel.
The user must then select the ‘More actions’ dropdown menu, select ‘Cancel this order,’ and click ‘Submit.’
If the seller approves the cancellation request, eBay will send a confirmation message to the user’s email, and their account messages.
However, if the seller rejects the cancellation requests, the purchaser will need to wait until they receive the item before requesting a return.
Once the three days are up and a buyer has already paid for the product and shipping, the seller will be obligated to fulfill the shopper’s request.
If the seller approves the cancellation request, eBay will send a confirmation message to the user’s email, and their account messages
If the seller rejects the cancellation requests, the purchaser will need to wait until they receive the item before requesting a return
After a seller cancels the order, full refunds are usually issued automatically.
If the canceled order was a 'Buy it Now' item, the company will automatically relisted it, unless the seller requests otherwise.
The company will let a buyer know if there's an issue with the refund.
If the shopper can not resolve the issue after selecting 'Retry refund,' they are advised to select a different payment method.
'You may notice a slight increase in cancellation requests, but should receive fewer direct messages from buyers inquiring about cancellations,' the company shared.
'In prior tests, this change resulted in a minimal increase in cancellation requests (maintaining an overall average cancellation rate of 1%, with an increase from .9 out of 100 transactions to 1.1 out of 100 transactions), and a notable 25% improvement in buyer satisfaction, which led to a higher likelihood of repeat purchases.'