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Running Your Business

Improvements to how you manage unpaid items

eBay is gradually introducing improvements to the unpaid item flow where sellers will no longer have to file unpaid item claims against buyers or send buyers payment reminders. You’ll instead be able to manually or automatically cancel the order after 5 calendar days. After cancellation, the item will be automatically relisted, and applicable fees may be returned to the seller.

When: early April 2021

Where: ebay.com, ebay.com.au, ebay.ca, cafr.ebay.ca, ebay.co.uk, ebay.de, ebay.es, ebay.fr, ebay.it, ebay.pl, ebay.nl, ebay.ie, ebay.ch, ebay.at, ebay.benl.be, ebay.befr.be

To speed up the cancellation of unpaid items process, sellers will no longer be asked to file an unpaid item case in order to remind a buyer to pay.

eBay will proactively send reminders to buyers asking them to pay. After 5 calendar days, sellers can cancel the transaction using the 'Buyer hasn't paid' reason in Seller Hub or My eBay Sold.

The order can be cancelled by the seller 5 days after:

  • The buyer committed to purchasing the item
  • The buyer won an auction
  • The buyer accepted your offer
  • You accepted the buyer’s Best Offer

Other features:

  • Each cancellation with a 'Buyer hasn't paid’ reason will be recorded against that buyer in the system. eBay will block that buyer’s ability to leave feedback; if they’ve already left feedback, eBay will remove it.
  • You can continue to stop purchases from buyers with more than two unpaid item cancellations using your Buyer management preferences.
  • You’ll be able to set up automatic cancellations for non-payment by changing your preferences in your Preferences for items awaiting payment.
  • Buyers with excessive cancellations for ‘Buyer hasn’t paid’ reason may be suspended for abusive buying practices.

How does it work?

After launch, if you attempt to file an unpaid item case using the Resolution Centre, you’ll be redirected to the Seller Hub > Orders > Awaiting payment where you can cancel the transaction. You can cancel transactions directly by using the 'Buyer hasn't paid' reason in Seller Hub or My eBay Sold.

What do I have to do?

There is no action required from you. eBay will remind buyers to pay; if they don’t pay, eBay will prompt sellers to cancel the order in the Seller Hub or My eBay. eBay recommends sellers to create automatic cancellations in their Preferences for items awaiting payment. Once the new option is available to you, you’ll need to manually close any outstanding disputes or they will be closed automatically through your account settings.

FAQ

How long do I have to cancel a transaction if the buyer hasn’t paid?

You can cancel a transaction up to 30 days after the buyer commits to buy.

Will my fees get credited if I cancel the order because the buyer hasn’t paid?

Applicable fees may be credited if you cancel the order because the buyer hasn’t paid.

Can I relist the item after the transaction is cancelled?

Yes, items can be relisted after cancellation. In some cases, eBay may automatically relist the item for you.

Will I be able to use the Unpaid Item Assistant?

Formerly known as the Unpaid Item Assistant, Preferences for items awaiting payment can be customised to automatically cancel purchases where buyers haven’t paid.

Can I handle unpaid items manually?

If you would like to handle unpaid items manually, you can do so by changing your Preferences for items awaiting payment at any time. You can also manage unpaid items at the buyer level through block buyer preferences.

A centralized way to handle post-sale issues

eBay will begin introducing an improved way to manage post-sale requests and cases. Soon you’ll be able to handle all post-sales issues from one centralised and easy-to-manage location in the Seller Hub and My eBay Sold.

When: mid-April 2021

Where: ebay.com, ebay.com.au, ebay.ca, cafr.ebay.ca, ebay.co.uk, ebay.de, ebay.es, ebay.fr, ebay.it, ebay.pl, ebay.nl, ebay.ie, ebay.ch, ebay.at, ebay.benl.be, ebay.befr.be

When you manage or close post-sale issues in April, you’ll no longer have to take an extra step and go to the Resolution Centre. You’ll be able to view and manage all returns, Item not received requests, cancellations, payment disputes as well as eBay Money Back Guarantee claims from the Seller Hub or My eBay.

What do I have to do?

There is no action required from you for these improvements.

FAQ

Where can I find my requests and cases in the Seller Hub and My eBay?

Your requests and cases can be found:

  • Under the Orders tab in the Seller Hub;
  • In My eBay Sold.

Which requests and cases will I be able to manage in Seller Hub and My eBay?

You’ll be able to view and manage all returns, Item not received requests, cancellations, payment disputes as well as eBay Money Back Guarantee claims.

Will I still have access to my old cases and claims?

Most of your recent cases and claims will be visible in the Seller Hub and My eBay. You may find that older cases and claims are no longer available.

Will Unpaid item cases also move to the Seller Hub and My eBay?

eBay is currently making improvements to how sellers manage unpaid items. From mid-April 2021, eBay is gradually introducing a new 5-day cancellation option for sellers.

New partial refund option for auto-accepted returns

eBay is giving you more flexibility to resolve return requests by making it possible to offer a partial refund even when eBay has auto-accepted the return. This can help you save money on postage costs if you don’t want the items returned.

When: late March — early April 2021

Where: ebay.co.uk, ebay.de, ebay.es, ebay.fr, ebay.it, ebay.ie, ebay.com, ebay.com.au, ebay.ca, cafr.ebay.ca.

In most cases today, when buyers open a return request in line with sellers’ Return Policies, eBay automatically accepts the return.

With this update, you’ll be able to offer a partial refund to your buyer even if eBay has automatically accepted the buyer’s return request. You can make the offer using the new Refund Options button as long as the buyer hasn’t posted the item. Once the buyer sends the item back, you won’t be able to offer a partial refund.

How does it work?

Beginning late March or early April, when you receive a return request, you’ll see a new button in the Return flows titled Refund Options. It leads to a screen where you have the option to offer a partial or full refund to the buyer. Once your buyer accepts the offer, the return request will then close. Please note that you should not expect the item back once your buyer has accepted a partial refund offer.

What do I have to do?

There is no action required from you for these changes.

FAQ

Can the buyer ship the item to me before I get the chance to offer a partial refund?

Yes. After automatically accepting a return, eBay immediately provides a return label for the buyer, and they can send it back to you. You can’t offer a partial refund after the buyer has sent the item.

Can I still issue a partial refund if a buyer returns the item to me in a different condition?

Yes. This update will not affect the ability of eligible sellers to issue a partial refund if an item is returned to the seller in a different condition than the original.

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