URGENT: System Error Blocking Refund/Cancellation - Ticket Escalation Request
Summary: ordha_73 is experiencing stress due to a system issue on eBay that is affecting their business operations, particularly preventing them from refunding or canceling an order. Despite reaching out for support, they have not received any follow-up. albertabrightalberta and kensgiftshop suggest adding a payment source as necessary for processing the refund, which will first deduct from the payment method and later release the funds. ordha_73 is concerned about potential losses from fees and expresses frustration over the lack of support response. 12345jamesstamps shares insights on possible holds for large transactions and refunding fees, which kensgiftshop confirms will be refunded.
To the eBay Support Team,
I am writing this because I am under an immense amount of stress due to a persistent system issue that is heavily impacting my business operations.
I need to either refund the buyer or cancel this order, but your platform states that both actions are currently impossible. To make matters worse, the customer is not responding to any of my messages, and when I requested a callback from your support team—which promised a call within 2 minutes—I received absolutely no contact.
How am I supposed to resolve this issue?
Refund/Cancellation: Blocked by your system.
Buyer Communication: Unresponsive.
eBay Support: Failed to follow up on the promised callback.
This technical glitch is completely out of my control, yet it is severely damaging my seller metrics and store reputation. I demand that this ticket be escalated to a senior representative immediately to have this order manually cancelled and fully refunded from your end today.
I expect a swift response and immediate action.
Sincerely,
12345jamesstamps
·1 month agoInteresting thought...so you don't sell items every month...and this was an expensive item.
Refunding the sale will work taking money from your checking account routing number...not credit card...has to be a debit card with the "routing number".
So a credit card number or debit card number usually doesn't work.
There is sometimes a 30 day hold on funds of a big sale when the seller is not selling items every month. Will the sale of the funds enter your checking account in less than 30 days.?..maybe not.
And to cancel the sale you will still have to pay you yourself eBay fees of the sale...which you probably might already know...but just throwing that out there.
ordha_73
OP1 month agoHello. Ah... is the fee for that $1,049.72 something I have to pay?
So, I get $7,000 back for registering the payment method,
and am I only supposed to receive the $5,950.28 later...?
Isn't this just an unfair situation...?
kensgiftshop
·1 month agoYour fees will be refunded.
ordha_73
OP1 month agoOh, thank you for answering even in your busy daily life.
Then, $5950.28 will be paid with the added payment method, and $5950.28 will come in later???
The important thing is that I wonder if I don't lose money for $1049.72 on the Fee credits mentioned in the picture above.
I've tried to connect to a counselor on eBay dozens of times, and I've asked for a phone call, but they haven't answered anything, so I'm frustrated.
Once again, thank you for your help.
kensgiftshop
·1 month agoYou need to add a payment source to cover the refund.
Those funds will be held, so you have to pay the refund.
ordha_73
OP1 month agoThank you for your reply. So, if I add a payment method, will the money be deducted from my payment method first, and then will that amount be deposited into my account later?
kensgiftshop
·1 month agoYes, you pay the refund from your payment source.
When the hold is released on the funds, they will be sent to your checking account.
ordha_73
OP1 month agoSo, do I just need to pay for $5,950.28 out of the total product price of $7,000, and receive a refund for only that $5,950.28 later?
ordha_73
OP1 month agoOh, thank you for answering even in your busy daily life.
Then, $5950.28 will be paid with the added payment method, and $5950.28 will come in later???
The important thing is that I wonder if I don't lose money for $1049.72 on the Fee credits mentioned in the picture above.
I've tried to connect to a counselor on eBay dozens of times, and I've asked for a phone call, but they haven't answered anything, so I'm frustrated.
Once again, thank you for your help.
albertabrightalberta
·1 month ago@ordha_73
Based on the red banner shown in your second screenshot, they're saying you don't have a payment source added to your account.
They need that in order for ebay to issue the refund.
Did you click to accept the return when the buyer opened the case? Or are you just trying to send messages to the buyer.
You MUST respond to the case! Messages don't accomplish the necessary goal.
If you don't respond, ebay will issue the refund, let the buyer keep the item and they'll send you to collections.
ordha_73
OP1 month agoThank you for your reply. So, if I add a payment method, will the money be deducted from my payment method first, and then will that amount be deposited into my account later?
I did not click the approval button separately.
I just want to cancel the order, if possible...
Because I don't have the money to pay for it, and it is currently out of stock, I want to cancel the order, but it isn't working.
Can you help me?