Running Your Business
Improve your business efficiency with updates to the unpaid item process, a centralized way to manage post-sale issues, and the ability to offer partial refunds on auto-accepted returns.
What you need to know
- Cancel unpaid transactions faster with a new cancel function
- Manage post-sale requests and cases in Seller Hub
- Offer partial refunds even on auto-accepted returns if eBay manages your payments
New cancel function for unpaid items
Starting in early April 2021, we’ll begin introducing a new cancel function for unpaid items. You’ll no longer have to file unpaid item claims or send payment reminders. Instead, we’ll proactively remind buyers if they have a payment due, and you’ll be able to manually or automatically cancel an order if the buyer hasn’t paid after 5 calendar days.
A quicker, more streamlined way to handle unpaid items
We’re introducing this new function to help you resolve unpaid item cases quicker and with less work.
- We’ll proactively remind buyers to pay once they commit to purchasing an item.
- If a buyer hasn’t paid after 5 calendar days, you can cancel the transaction.
- You can choose to have eBay automatically relist the item when you cancel the transaction.
- You’ll be able to set up automatic cancellations for non-payment in your “Preferences for items awaiting payment.”
- If you cancel an order because the buyer hasn’t paid, we’ll block that buyer’s ability to leave feedback and, if they’ve already left feedback, we’ll remove it.
How to use the new cancel function
There is no action required from you to take advantage of this new function. If a buyer hasn’t paid after 5 calendar days, we’ll prompt you to cancel the transaction using the “Buyer hasn't paid” reason in Seller Hub or My eBay Sold.
If you attempt to file an unpaid item case in the Resolution Center after this update takes effect, you’ll automatically be redirected to Seller Hub to cancel the transaction directly using the “Buyer hasn't paid” reason.
Cancel unpaid items FAQs
- 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, in accordance with our fee credit policy, 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 Unpaid Item Assistant?
Formerly known as Unpaid Item Assistant, “Preferences for items awaiting payment” can be customized 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.
- Can I block buyers with previous unpaid item cancellations?
Each cancellation with a “Buyer hasn't paid” reason will be recorded against that buyer. You can stop purchases from buyers with more than two unpaid item cancellations using your “Buyer management” preferences. Buyers with excessive cancellations for “Buyer hasn't paid” reason may be suspended for abusive buying practices.
Manage all your post-sale requests and cases in Seller Hub and My eBay Sold
Starting in late April 2021, we’ll begin allowing sellers to manage post-sale requests and cases from one centralized location in Seller Hub and My eBay Sold.
With this update, you’ll be able to view and manage all returns, “item not received” requests, cancellations, payment disputes, and eBay Money Back Guarantee claims from Seller Hub or My eBay, and will no longer have to take the extra step to go to the Resolution Center.
There is no action required from you to take advantage of these improvements.
Post-sale issues FAQs
- Where can I find my requests and cases in Seller Hub and My eBay?
Your requests and cases can be found under the Orders tab in Seller Hub, and 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, and 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 Seller Hub and My eBay. Older cases and claims may no longer be available.
New partial refund option on auto-accepted returns
Beginning spring 2021, we’re giving sellers whose payments are managed by eBay more flexibility to handle return requests by allowing you to offer partial refunds on automatically-accepted returns. This can help you save money on shipping if you don’t want an item sent back to you.
In most cases, when buyers open a return request in line with your return policies we automatically accept the return. That won’t change, but starting in spring, you’ll have the option to offer a partial refund on these returns.
When the partial refund option becomes available, you’ll see a new button in the Return flows titled Refund Options. This will take you to a page where you can choose to offer a partial or full refund. Note that once the buyer ships the item, you won’t be able to offer a partial refund using the new Refund Options button.
Once the buyer accepts your offer, the return request will close. You should not expect the item back if your buyer accepts a partial refund offer.
Partial refund offers 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, we immediately provide a return label for the buyer and they can send it back to you. You can offer a partial refund using the new Refund Options button up until the point we see that 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. Learn more about refunding the buyer.