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Seller declined cancellation after I followed eBay Customer Service instructions
Summary: iclub.cali is experiencing issues with an eBay order, where the seller declined a cancellation after iclub.cali followed eBay Customer Service's instructions. They have faced a similar situation before and are unable to resolve it due to geographical restrictions on callback options. inceptions responded, explaining that sellers can choose to decline cancellations and advised iclub.cali on how to proceed with a return for items not as described, including instructions for requesting eBay's intervention if necessary.
I need help because I believe my case needs to be reviewed by a real eBay Customer Service representative.
This is not the first time I have experienced this kind of situation after paying for an order.
Previously, with my ROG Xbox Ally order (Order 11-15174-47862, Item 358008115687, Cancellation ID 5453866639), the seller changed the situation only after I had already paid. The listing showed the item as new, but after receiving payment, the seller claimed he had opened the box, discovered a problem, and could no longer provide the product as originally advertised. I contacted eBay, followed the instructions I was given, submitted the cancellation exactly as instructed, and the seller still declined it.
Now I am facing another situation where I contacted eBay Customer Service before taking any action. The eBay agent specifically instructed me to submit the cancellation request using "Won't arrive on time."
Before submitting it, I explicitly asked the agent to confirm that I should use that reason based on eBay's recommendation and that it would not negatively affect my buyer account because the conversation had already documented the real issue. The agent answered: "Yes, correct."
I followed eBay's instructions exactly, but the seller declined the cancellation, and the order now shows "We were unable to cancel your order."
I still have the previous support conversation documenting the agent's instructions.
I have tried to contact eBay again, but the automated assistant only offers "Have us call you." Unfortunately, Colombia (+57) does not appear in the callback country list, so I cannot receive a call or reach a live agent through that option.
I am not trying to misuse the cancellation system or open an incorrect return request. I simply need eBay to review the documented support conversation, recognize that I followed their instructions in good faith, and escalate this case to a Customer Service representative who can resolve it properly.
How can this case be reviewed by a real eBay representative without requiring a callback to a country that is not available?
inceptions
Mentor3 weeks agoHi @iclub.cali
Buyers can request a cancellation, but it is up to the seller to accept or decline the request. eBay cannot force a seller to accept a cancellation request and I'm sorry to hear that eBay's customer service agent gave you incorrect information.
A cancellation request is not connected to the return process. If you receive an item that is not as described, you can open a return to get your money back.
Here's what to do...
If you’ve received an item that is not as described, you have up to 30 days to open a return using the option next to the transaction in your Purchase History. The seller will have 3 business days to provide a prepaid return shipping label or else refund. If he does neither, go back to the case on day 4 and use the option to ask eBay to step in. They will force the refund.
treasurehunter79
OP3 weeks agoThank you for your response. I understand that a seller cannot be forced to accept a cancellation. My main concern is that I acted specifically on instructions given by an eBay Customer Service agent, and I have the conversation documenting those instructions. How can I have that support conversation and the agent’s incorrect guidance formally reviewed or escalated by eBay, considering that Colombia is not available for the callback option and live chat is not being offered to me?
This is also the second time I have experienced a very similar situation on eBay after making payment, involving sellers with little or no established reputation. This repeated pattern is very concerning to me and makes me worry that this could potentially be some form of fraudulent behavior. I would appreciate it if eBay could review not only this transaction, but also whether there is a pattern involving these seller accounts. My intention is to protect my purchase and also make sure other buyers are not exposed to the same situation.