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eBay canceled an order due to issue with the buyer account.
I got a message stating "We canceled an order for your safety due to an issue with this buyer's account"
but in the instructions, it states, "Do not issue a refund or communicate with 'this person' ".. So, it is still showing that I need to ship. I contacted eBay twice; 1st person said "do nothing but archive the listing". 2nd person said, "cancel the order but you do not have to refund". What is the correct course of action?
3 comments
eastlaneave
Mentor6 months ago@essejba
Thanks for the update!
eastlaneave
Mentor8 months ago@essejba
1) You can't cancel without refunding.
2) I would ship to avoid the late shipping notice.
Typically, if eBay cancels the sale, you get to keep the buyer's payment.
eBay is removing the buyer from the platform for some inappropriate behavior.
If the buyer paid, that money should still be in your account. Don't worry about that part.
eBay removes buyers and sellers from the platform for violating policies (inappropriate behavior)
When they do that, they remove the transaction from history, which cancels the sale.
If you want further advice, use eBay's social media customer service to get assistance. They seem to understand the nuances better.
- https://www.facebook.com/ebay
- https://www.instagram.com/ebayforsellers/
Just sent a private message to the page explaining what happened.
essejba
OP6 months agoThank you so much for the reply!
Wanted to update to let you know how it went....
I tried contacting the customer after calling eBay, but there was no response (could've been because eBay had maybe blocked them) so I followed eBay's verbal advice and cancelled the transaction. Only then, did the customer contact me to ask what happened. I explained what had happened, and the customer said they thought the situation had been rectified but apparently not. Thankfully, they were very kind and understanding. I advised them to contact eBay again to make sure things were fixed with their account and that I would repost the item at a later date to give them the chance to purchase again if they wanted to.
That's the last I have heard of it, which is fine. Hopefully, they got their account repaired.
Thanks again!!