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Canceling an order due to out of stock
Hi. I need to cancel an order as a reseller because the item is non longer available. The buyer has already paid but the payment is currently on hold for shipping. When I try to cancel the order from seller perspective, the system says I owed the total mount minus a fee. I thought the easiest path would be to cancel the transaction and return the money that’s currently on hold back to the buyer, instead of having me to pay the total amount (minus fee) then somehow get the payment from the buyer released to me. Is this even possible? And will I have to pay the fee in this case? Thanks in advance.
1 comment
mam98031
Mentor1 year agoYes, that is correct. You need to do what you described above and refund the buyer. It will come out of your funds in your bank account or you back up funding source. I'd wait a day or two and then contact Ebay and see if you can get the funds released since the order was cancelled and refunded.
Ebay has had a rule for many years that pertains to New Seller and sellers that have been away from selling for 90+ days. The following is the policy that outlines why you money is likely on hold.
https://export.ebay.com/en/fees-and-payments/payments/payment-holds/
https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&redirectedFrom=4155
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On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://twitter.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home