Sale Cancelled by eBay Due to a "Systems Issue" | Selling

@dhbookds anecdotally, I've heard from two different sellers who had already shipped the canceled orders, had the refunds taken out of their funds, and "got in touch" with support per the instructions in that email.

Both of them report support first tried to suggest they should contact the buyer to request that they pay again if the address was correct and the buyer received the item (by sending a PayPal invoice of course because there's no way to actually do it through eBay) and/or they should send a return label or schedule a carrier pickup (presumably at their own expense) to try to get the item back if it was delivered to an incorrect address or it was received but the buyer didn't want to pay again to keep it.

Both also report that after very directly refusing those options and telling the rep exactly what I'm sure most here will be thinking just reading that....support now says a refund will be processed to them in 3-5 days, but neither of them are holding their breath and will believe it when they see it.

Not surprising that's how this appears to be being handled but still so very disappointing - as usual it sounds like the plan is to try to fob responsibility for working out a resolution on to the buyer and seller, but maybe some squeaky wheels will get the grease if they are loud enough.

I'd love to hear that those two experiences were not representative and those reps just "need more coaching" but I'm not going to hold my breath on that one either.

janet9988

·2 years ago

127 View listings

@valueaddedresource wrote:
@dhbookds anecdotally, I've heard from two different sellers who had already shipped the canceled orders, had the refunds taken out of their funds, and "got in touch" with support per the instructions in that email.

Both of them report support first tried to suggest they should contact the buyer to request that they pay again if the address was correct and the buyer received the item (by sending a PayPal invoice of course because there's no way to actually do it through eBay) and/or they should send a return label or schedule a carrier pickup (presumably at their own expense) to try to get the item back if it was delivered to an incorrect address or it was received but the buyer didn't want to pay again to keep it.

Both also report that after very directly refusing those options and telling the rep exactly what I'm sure most here will be thinking just reading that....support now says a refund will be processed to them in 3-5 days, but neither of them are holding their breath and will believe it when they see it.

Not surprising that's how this appears to be being handled but still so very disappointing - as usual it sounds like the plan is to try to fob responsibility for working out a resolution on to the buyer and seller, but maybe some squeaky wheels will get the grease if they are loud enough.

I'd love to hear that those two experiences were not representative and those reps just "need more coaching" but I'm not going to hold my breath on that one either.

Right. After all the message was clear that Ebay is taking care of the customers by refunding them out of the sellers funds.

BUT we all agree that we use this site on an "as is" basis and ebay specifically states that ebay is not responsible for any glitch, bugs, or errors.

vintageartandmorestuff

·2 years ago

2186 View listings

I recently received a message on April 20 informing me that my order was canceled due to a system issue. Although it assured me that it wouldn't cause any problems, I've noticed a defect as a result. Despite attempting to rectify the issue, my request was declined. Now, I'm attempting to contact the specialty team, but unfortunately, they're currently unavailable.

turnsby777

·2 years ago

709 View listings

What I find confusing is only 34 replies and 1,100 views? I've been waiting for this to be on the news. On the 18th ebay says there's a problem with shipping labels, verify address, I did. That's not good enough-2 days later they cancel order. So how many people have they done this to? Called ebay and she said they have a 'high volume' of calls. She couldn't/wasn't allowed to give any information but did say a couple times 'they are working on it' until I realized what she was saying- it isn't fixed yet! I think her response was we will email you when it's fixed. So why did email say relist if it isn't ok yet? It said relist, which I did- are you going to cancel it again? The 'Orders may contain incorrect shipping address' email said problem started on the 7th, email sent on the 19th, 10 days ago- so how bad is this? What happened? They're cancelling orders that may have already been sent- and that's their best option? If you didn't use ebay label it could have been sent so they have to reimburse. And charging back seller- what about overdraft fees if seller counted on it? And the possible distrust of buyer thinking: ebay stepped in and cancelled- what is wrong with seller? This is best option? And she didn't say not fixed- more like they haven't found problem, so... were they hacked? Or was it to do with the email the 17th, the day before, 'Weâ€™re updating the default shipping rates shown on your listings'. Did someone crash the system? It did say 'Please note that this change will only apply to sellers receiving this email.' so not everyone got crashed, just the 'lucky' ones. Without any information from ebay the questions just get bigger. This is overseas too- how many sales are there in a day? Did it just affect the people getting the email or everyone? How many have they cancelled? Are they still cancelling? They haven't found the problem? Is it internal- or external? Again, why isn't this on the news? this sounds so big if they have to cancel sales. Ebay you really should give some explanation, some information. If shippers did this we would expect explanations, and I think you would too.

mam98031

·2 years ago

Owner / Operator19752 View listings

@turnsby777

Why would it be on the news? When an internet site starts experiencing several different issues, is it your expectation that the News outlets should be reporting on that? What would they report? That the site is having some issues? For what purpose would they report this?

"On the 18th ebay says there's a problem with shipping labels, verify address..." Ebay does not "verify" ship to addresses. They never have.

You were advised to relist because there wasn't anything wrong with your listing, but with the buyer that purchased from you.

Because the site is having issues does NOT mean it was "hacked". Certainly it is possible as all internet sites have that risk 24/7. But it is unlikely. It is more likely that the Thursday night site update created multiple issues on the site and they are trying to run them all down and fix them.

If the system were "crashed", we wouldn't be able to access it. I'm not even sure how one would accomplish a selective crash of any site.

The email you received about the discount on shipping and the Calculated Shipping program is unlikely to be what caused all the issues on the site in the last few days. Heck that option doesn't even require a change to the Calculated Shipping program. That option has been there for a long time. The only thing different is Ebay is auto enrolling sellers into extending the discount to the buyers. But in that email you can opt out of that happening to your account.

It is merely just another Tool offered to sellers. We can choose to use it or not. Our choice.

Remember paragraphs and a space between them makes your post so much easier to read. It can be hard to read a wall of text. Not to mention annoying to the eyes.

jbbowers12012

·2 years ago

3884 View listings

Does anyone know if this issue has been resolved???

mam98031

·2 years ago

Owner / Operator19752 View listings

@jbbowers12012 wrote:
Does anyone know if this issue has been resolved???

Not yet, however I haven't seen any new complaints. It is likely we will learn more about what happened in the next couple of days, when the work week starts and all the staff is back.

janet9988

·2 years ago

127 View listings

@mam98031 wrote:
@jbbowers12012 wrote:
Does anyone know if this issue has been resolved???
Not yet, however I haven't seen any new complaints. It is likely we will learn more about what happened in the next couple of days, when the work week starts and all the staff is back.

I wonder how ebay will handle this considering sellers refunded... and relisted the unpaid or perhaps paid for item..... or not maybe......or did not?

mam98031

·2 years ago

Owner / Operator19752 View listings

@janet9988 wrote:
@mam98031 wrote:
@jbbowers12012 wrote:
Does anyone know if this issue has been resolved???
Not yet, however I haven't seen any new complaints. It is likely we will learn more about what happened in the next couple of days, when the work week starts and all the staff is back.
I wonder how ebay will handle this considering sellers refunded... and relisted the unpaid or perhaps paid for item..... or not maybe......or did not?

All good questions. Hopefully tomorrow will bring some answers.

mam98031

·2 years ago

Owner / Operator19752 View listings

@janet9988 wrote:
@mam98031 wrote:
@jbbowers12012 wrote:
Does anyone know if this issue has been resolved???
Not yet, however I haven't seen any new complaints. It is likely we will learn more about what happened in the next couple of days, when the work week starts and all the staff is back.
I wonder how ebay will handle this considering sellers refunded... and relisted the unpaid or perhaps paid for item..... or not maybe......or did not?

I do not know. Like I said, we will likely find out more tomorrow or the next day.

turnsby777

·2 years ago

709 View listings

Ok, as Steve Martin said, excuuse me. I don't post so I don't know your rules. If it's 'annoying' please do not read.

""On the 18th ebay says there's a problem with shipping labels, verify address..." Ebay does not "verify" ship to addresses. They never have."

- Reply- To make more clear- ebay emailed "On the 18th ebay says there's a problem with shipping labels, verify address..." They were saying to verify address to make sure it was correct. No mention of 'ebay verifying'.

ebay*asked me*the seller*to verify* buyers address. Which I did. It was correct.

I posted to give information, and maybe get some. I am not interested in opinions. Or criticisms, that is why I do not post. This situation seems big so I posted. I won't post again, do not need more negativity.

The information that the email 'Weâ€™re updating the default shipping rates shown on your listings' is something that has been around is helpful, that cannot be the cause then.

The point is not 'the site is having issues'. It is that ebay is cancelling sales. If you think that is no big deal, you can have your belief.

The other point is they do not know what/where the problem is. When I asked should I relist then, will it be cancelled again? the response was silence.

Why would news report it? Because ebay matters. I'm not special, so if it happened to me it could be happening to countless people. Countless because without information one does not know, hence one posts to give/receive information.

My opinion, I think it's a big deal cancelling sales. But what do I know, I've only been on ebay for 26 years.

mam98031

·2 years ago

Owner / Operator19752 View listings

@turnsby777

There is no need to feel that your post was annoying. I didn't see it that way. I responded, but you have every right to your position and/or opinions as does everyone else.

Yes Ebay has had some pretty significant issues the last few days. I just don't see it the same as you do as I don't think it warrants News coverage. Internet sites have issues from time to time, it is the nature of computers.

Because my opinion is different than yours does not mean I'm criticising you, it only means we have different points of view. There shouldn't be anything wrong with that.

You are correct, the emails that went out last week regarding the tool offered inside the Calculated Shipping program to allow buyers to receive the shipping pricing representing the online shipping discounts can't be related to the various problems represented on the threads the last few days. Completely separate thing. Ebay doesn't have to reprogram the Calculated shipping function as it has always had the ability for sellers to do this if they want.

The two statement are related. "the site is having issues" and "ebay is cancelling sales". Now those are definitely related to each other along with a few other issues in the listing form.

IDK if they know what the problem is, Ebay hasn't said anything yet that I'm aware of. They very well may know what the problem is and are working to get it fixed or they may be still trying to identify the issue so they can fix it.

You are likely safe to list the item again. It wasn't the item that caused the cancellation. It was either something about the buyer or something that Ebay did wrong, not you.

FYI, I never said any of this wasn't a big deal. You are reading things into my post I did not say or intend. All these issues are a big deal to members affected by them.

dbfolks166mt

·2 years ago

1086 View listings

There are multiple postings on the forum about this same issue. I am suspecting eBay has made some programming changes that are causing some issues. As usual there is silence out of eBay about anything they may have done that is having a detrimental impact on sales or potential sales.

corpblues

·2 years ago

5254 View listings

This also happened to me today.

However, I did not get a message telling me it happened. The cancellation happned on an item I sold for local pickup. I only figured it out as the item was not in my pending shipping list, but I had been talking with buyer to coordinate the pickup as he had already paid. After chatting with ebay support they explained it was cancelled due to a "glitch" or a "technical issue". They could not provide more details on what the actual issue was. I am also out final fees but told they will be refunded in 24-72 hours. I don't undestand why I am out $15 for 24-72 hours for what was an eBay glitch.

I strive to ship quickly, I frequently pack and ship within minutes of payment so I can keep an eBay top seller rating. As a result of today, I am relucant to ship quicky as the order might be cancelled and refuned due to an eBay glitch.

mam98031

·2 years ago

Owner / Operator19752 View listings

@corpblues wrote:
This also happened to me today.

However, I did not get a message telling me it happened. The cancellation happned on an item I sold for local pickup. I only figured it out as the item was not in my pending shipping list, but I had been talking with buyer to coordinate the pickup as he had already paid. After chatting with ebay support they explained it was cancelled due to a "glitch" or a "technical issue". They could not provide more details on what the actual issue was. I am also out final fees but told they will be refunded in 24-72 hours. I don't undestand why I am out $15 for 24-72 hours for what was an eBay glitch.

I strive to ship quickly, I frequently pack and ship within minutes of payment so I can keep an eBay top seller rating. As a result of today, I am relucant to ship quicky as the order might be cancelled and refuned due to an eBay glitch.

@corpblues

I'm just looking for a little clarification. There are two different types of emails from Ebay being discussed on this thread, so it can be a bit confusing.

Would you post the body of the email you got here. Black out any personal info. Are you sure Ebay refunded the buyer? That does NOT always happen. It depends on what the email they sent you says.

You should not delay your shipping of items. You need to ship within your stated handling time or you can cause your account other health issues.

corpblues

·2 years ago

5254 View listings

To be clear, I did not receive an email from eBay. Thus I do not have text to share. I had to contact eBay support whom explained what happened.

I was able to relist the item and the buyer was able to buy it again.

At this point the only remaining issue is the final fees credit is still pending.

It is concerning that I did not receive a message from eBay informing me of the order cancellation due to system "glitch" or a "technical issue". I could have easily delivered the item without being aware a refund had been issued.

janet9988

·2 years ago

127 View listings

@corpblues wrote:
To be clear, I did not receive an email from eBay. Thus I do not have text to share. I had to contact eBay support whom explained what happened.

I was able to relist the item and the buyer was able to buy it again.

At this point the only remaining issue is the final fees credit is still pending.

It is concerning that I did not receive a message from eBay informing me of the order cancellation due to system "glitch" or a "technical issue". I could have easily delivered the item without being aware a refund had been issued.

If EBAY did not inform you then I would NOT refund the buyer and relist.

12345jamesstamps

·2 years ago

It's worded differently than usual.

Whether or not item has been shipped...eBay usually does not refund the buyer.

Usually the funds remain in your account.

Check to see if buyer is "still" a registered eBayer...if not...usually means funds are yours for the sale whether you mailed item or not.

I can't imagine eBay suddenly changed how they are doing things.

Check to see if funds are still in your account...if they are...just forget about it and move on.

valueaddedresource

·2 years ago

@12345jamesstamps I've verified with several impacted sellers who have already shipped orders that the funds were taken from their accounts for the refunds eBay has provided to buyers for these randomly canceled orders.

Hipe eBay will eventually make it right wirh the sellers, but that hasn't happened yet.

12345jamesstamps

·2 years ago

It's the first I heard of it...and I am usually here everyday.

I get a few every month and the funds are never taken away from me or on hold.

What is "Hipe" by the way.

buyselljack2016

·2 years ago

107 View listings

Hipe is real close to Hope on the keyboard

12345jamesstamps

·2 years ago

Especially if one is typing with a glass of wine in the other hand I guess...LOL

valueaddedresource

·2 years ago

https://community.ebay.com/t5/Selling/Order-cancelled-by-neither-myself-nor-the-buyer/m-p/34420487#M2387966

@12345jamesstamps wrote:
Especially if one is typing with a glass of wine in the other hand I guess...LOL

Or when using a smartphone. ðŸ˜‰

As far as your experiences of "a few every month" that never have the funds taken from you...simple answer to that is this is a glitch or other scenario that is different than whatever else you have experienced, thus not being handled the same way.

Not sure why that would be difficult to believe, especially with the links I already provided earlier in this thread, but if that's not enough - here's at least one more thread from right here in the US community about the same issue with at least one seller confirming that the funds were in fact taken back out of their account.

12345jamesstamps

·2 years ago

So many things could have happened...dispute of charges of a buyer but not the buyer....after the buyer or said buyer made a purchase...ðŸ·

Cannot mail items to said country or where?

The seller needs to check the buyer ID...feedback and such...is buyer still an eBayer who can buy?

We can only assume since seller never ever got back to any posts here as usual...LOL.

mam98031

·2 years ago

Owner / Operator19752 View listings

@12345jamesstamps wrote:
It's worded differently than usual.
Whether or not item has been shipped...eBay usually does not refund the buyer.
Usually the funds remain in your account.
Check to see if buyer is "still" a registered eBayer...if not...usually means funds are yours for the sale whether you mailed item or not.
I can't imagine eBay suddenly changed how they are doing things.
Check to see if funds are still in your account...if they are...just forget about it and move on.

There is actually TWO DIFFERENT Ebay notifications being discussed on this thread, which is adding a little confusion. @nichsk-30 issue / email is NOT the same as the one the OP got. I made a post about it a few moments ago.

istuff-0141

·2 years ago

106 View listings

As a buyer Iâ€™ve just received this exact email - Iâ€™ve paid for a collections company to pick up the item Monday and the seller says they know nothing about the cancellation! reading this it seems like a company issue so hopefully they fix this tomorrow so Iâ€™m not losing money

tancollect

·2 years ago

65 View listings

Same thing happened with my listing I sold April 18th it randomly was cancel earlier today and then eBay sent me a message saying it was due to a systems issue and told me to relist it. I was beyond confused and also caused some burden to the person who bought. ebays infrastructure is not very good I get countless glitches on mobile and sometimes canâ€™t even reply a simple â€œyesâ€ to messages from my phone I have to go on PC but I can deal with those minor annoyances but straight out cancelling an order is very concerning.

toomuchstuffagain35

·2 years ago

176 View listings

Hmm. If payment was received will that sale appear on the seller's 1099K?

broto_64

·2 years ago

@toomuchstuffagain35 wrote:
Hmm. If payment was received will that sale appear on the seller's 1099K?

It is my understanding cancelled orders and refunds would be subtracted as expenses but you always need to check your figures and make sure that is correct.

mam98031

·2 years ago

Owner / Operator19752 View listings

@broto_64 wrote:
@toomuchstuffagain35 wrote:
Hmm. If payment was received will that sale appear on the seller's 1099K?
It is my understanding cancelled orders and refunds would be subtracted as expenses but you always need to check your figures and make sure that is correct.

That wasn't their question @broto_64 . It was will it appear in the 1099K numbers and the answer is YES.

1099K reports the total money received into your account in a calendar year. It does NOT take into considerations, refunds, shipping or fees paid to Ebay.

broto_64

·2 years ago

@mam98031 wrote:
@broto_64 wrote:
@toomuchstuffagain35 wrote:
Hmm. If payment was received will that sale appear on the seller's 1099K?
It is my understanding cancelled orders and refunds would be subtracted as expenses but you always need to check your figures and make sure that is correct.
That wasn't their question @broto_64 . It was will it appear in the 1099K numbers and the answer is YES.

1099K reports the total money received into your account in a calendar year. It does NOT take into considerations, refunds, shipping or fees paid to Ebay.

I wrote the answer in such a way that most readers would have been able to deduce as much, but you'd have to be smarter than a brick in order to do that, you understand? As for the second part, that is pretty much what I said as well, go ahead and disagree with me now.

mam98031

·2 years ago

Owner / Operator19752 View listings

@broto_64 wrote:
@mam98031 wrote:
@broto_64 wrote:
@toomuchstuffagain35 wrote:
Hmm. If payment was received will that sale appear on the seller's 1099K?
It is my understanding cancelled orders and refunds would be subtracted as expenses but you always need to check your figures and make sure that is correct.
That wasn't their question @broto_64 . It was will it appear in the 1099K numbers and the answer is YES.

1099K reports the total money received into your account in a calendar year. It does NOT take into considerations, refunds, shipping or fees paid to Ebay.
I wrote the answer in such a way that most readers would have been able to deduce as much, but you'd have to be smarter than a brick in order to do that, you understand? As for the second part, that is pretty much what I said as well, go ahead and disagree with me now.

Not sure about your need to be insulting and rude. It is totally unnecessary and says far more about you than me.

If an order is cancelled but there was no payment provided by the buyer, the seller has no need to deduct that from a 1099K numbers.

mam98031

·2 years ago

Owner / Operator19752 View listings

@toomuchstuffagain35 wrote:
Hmm. If payment was received will that sale appear on the seller's 1099K?

@toomuchstuffagain35

Yes it will. 1099K's report Gross Receipts. That is the total amount of money that came INTO your MP account from buyers BEFORE any deductions for refunds, shipping or Ebay fees.

kanroxb-0

·2 years ago

20 View listings

As a buyer, Iâ€™ve gotten this message today too. I was so confused, thought maybe I cancelled the order by mistake. Told me I can still purchase again after being refunded but Iâ€™m scared to tbh.

valueaddedresource

·2 years ago

https://www.reddit.com/r/Ebay/comments/1c8pg20/ebay_cancellation_but_i_didnt_do_it_nor_the_seller/

@shiraikimiaki it's not just you - I've seen multiple reports across social media and also on the UK eBay community, including several who have already shipped the orders that have been randomly/suddenly canceled and refunded.

The email just says if you've already shipped to "get in touch" but does not give any details on what the system issue was or what, if anything, eBay will do to help those who have already shipped.

https://twitter.com/wilsondan/status/1781736690458968232

https://community.ebay.co.uk/t5/Member-To-Member-Support/eBay-system-issue/m-p/7601697#M206620

https://community.ebay.co.uk/t5/Member-To-Member-Support/EBay-system-error-refund/m-p/7601727#M206632

wastingtime101

·2 years ago

I wonder @valueaddedresource if it has something to do with the old address issue on the app? Or it could just be coincidental timing.

valueaddedresource

·2 years ago

@wastingtime101 wrote:
I wonder @valueaddedresource if it has something to do with the old address issue on the app? Or it could just be coincidental timing.

@wastingtime101 I definitely wondered the same thing too!

My first thought was maybe eBay was canceling orders that had an incorrect old address but I've talked to one seller who received this vague "systems issue" cancellation notice and they said they messaged with the buyer and confirmed the address provided was correct (it had already been shipped.)

Clearly something is going on though with the shipping address issue, yesterday major outage with the listing form being unavailable and drafts disappearing temporarily, and other current problems and all of those systems could definitely be linked in some way, so I wouldn't rule it out completely.

wastingtime101

·2 years ago

@wastingtime101 wrote:
I wonder @valueaddedresource if it has something to do with the old address issue on the app? Or it could just be coincidental timing.

Based on Devon's response, it seems my instincts were pretty good on this one.

Here's the sitewide ticket number on that iOS app issue, if any sellers affected by the order cancellation (they already shipped but refunds were pulled from their account) plan to contact CS:

Members are facing issues with shipping address as it reverts back to old address in IOS App (April 18,2024)

Reference ID: ALERT15269

Not sure if that will be needed, but it won't hurt.

nichsk-30

·2 years ago

1386 View listings

I just got the same message about an order and they refunded the buyer. Item has been mailed, so I guess I am out the money and item?

robbie31415

·2 years ago

No, eBay would not make you out the money for an order they cancelled.

Just like if they cancelled an order that had already been shipped for issues with buyers account.

I'm 100% certain eBay will allow the seller to keep the sale and refund the buyer out of their pocket.

gpmemories

·2 years ago

3704 View listings

Nope the tool Â£1043 back from my account and refunded the buyer for a item I had already shipped. Have spoke to eBay who said it would be resolved and I would get my money back but nothing yet

mam98031

·2 years ago

Owner / Operator19752 View listings

@gpmemories wrote:
Nope the tool Â£1043 back from my account and refunded the buyer for a item I had already shipped. Have spoke to eBay who said it would be resolved and I would get my money back but nothing yet

Didn't they give you a timeframe in which the refund would happen to you? If not, maybe you need to contact them again to get that timeframe, so that you know.

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

valueaddedresource

·2 years ago

@nichsk-30 wrote:
I just got the same message about an order and they refunded the buyer. Item has been mailed, so I guess I am out the money and item?

@nichsk-30 if you look in your Payments tab, does it show the refunded money coming out of your processing or available funds?

ckimodog

·2 years ago

9204 View listings

@valueaddedresource

This is the 4th post of this content I'm seeing today. Sounds like eBay has some glitch issues. Many stating their orders were cancelled, not by the seller nor the buyer.

What's going on ?

Devon@eBay

Devon can you hear me? Please advise. TY in advance.

valueaddedresource

·2 years ago

Just adding that I've confirmed with a seller in the UK that their on file payment method was already hit by eBay for the refunded amount of the canceled order they had already shipped, so yes it is coming out of the sellers' pockets...what a mess. ðŸ˜”

12345jamesstamps

·2 years ago

No...eBay will not take the funds from your order.

mam98031

·2 years ago

Owner / Operator19752 View listings

@nichsk-30 wrote:
I just got the same message about an order and they refunded the buyer. Item has been mailed, so I guess I am out the money and item?

@nichsk-30

You shared your email on a different thread, while it is similar, yours is different and it does not say they refunded the buyer. But you are saying here that Ebay did refund the buyer?

This is what you posted on the other thread:

We wanted to let you know that a bid for the listing below was canceled because of an issue with the buyerâ€™s account:
We understand that this must be disappointing, but unfortunately the buyer xxx, is no longer registered on eBay so we had to cancel all of their open transactions.

Hereâ€™s what you should do

Donâ€™t complete the sale or ship the item to xxx if you havenâ€™t done so yet.
Donâ€™t communicate any further with xxx, especially if they get in touch with you outside of eBay.
If xxx requests a payment or refund, donâ€™t send any money without contacting eBay first. If payment was processed, a refund has not been issued yet just in case youâ€™ve already shipped the item.
If you already sent the item, contact the shipper to find out if you can stop the delivery and have the item returned to you.
If your listing has ended, you can relist your item.

And remember, weâ€™re here to help so please get in touch with any questions you might have.

It doesn't say anywhere that Ebay refunded the buyer, it actually says the opposite. So your email is different than what the OP received. Your email is one I personally have gotten a few times over the years. They are usually pretty harmless. But for someone that has never gotten one before it can be a bit disturbing for sure.

These usually are sent out well after the transaction happens. Each time I've gotten one, I've always already shipped to the buyer. Then the buyer gets the item and all is fine. I never have had any of these transactions become an issue of any kind. That has been my experience.

mam98031

·2 years ago

Owner / Operator19752 View listings

Wow, that is a new one on me. I've never seen or heard of such a message. And Ebay refunding the payment is really unusual as they have NO idea if you shipped or not if you use some other label system other than Ebay's.

I think we need some clarity on this. I'm going to tag the thread, but the staff won't be back until Monday.

@kyle@ebay

@elizabeth@ebay

@devon@ebay

devon@ebay

Admin2 years ago

Community Advisor0 View listings

@mam98031 wrote:

Wow, that is a new one on me. I've never seen or heard of such a message. And Ebay refunding the payment is really unusual as they have NO idea if you shipped or not if you use some other label system other than Ebay's.

I think we need some clarity on this. I'm going to tag the thread, but the staff won't be back until Monday.

@kyle@ebay

@elizabeth@ebay

@devon@ebay

Hey @mam98031! We recently identified an issue that caused a limited number of orders to be shipped to a buyerâ€™s alternate address. We apologize for any inconvenience this has caused and are moving quickly to address customer concerns.

valueaddedresource

·2 years ago

@devon@ebay wrote:
@mam98031 wrote:
Wow, that is a new one on me. I've never seen or heard of such a message. And Ebay refunding the payment is really unusual as they have NO idea if you shipped or not if you use some other label system other than Ebay's.

I think we need some clarity on this. I'm going to tag the thread, but the staff won't be back until Monday.

@kyle@ebay
@elizabeth@ebay
@devon@ebay
Hey @mam98031! We recently identified an issue that caused a limited number of orders to be shipped to a buyerâ€™s alternate address. We apologize for any inconvenience this has caused and are moving quickly to address customer concerns.

@devon@ebay so just to confirm - the "systems issue" cancellations are definitely all related to the issue with the address issue?

What about sellers who have already shipped the orders? Several impacted sellers are currently reporting that refunds have been taken out of their funds even though the order has already shipped and they have been unable to get any help from support.

mam98031

·2 years ago

Owner / Operator19752 View listings

@devon@ebay wrote:
@mam98031 wrote:
Wow, that is a new one on me. I've never seen or heard of such a message. And Ebay refunding the payment is really unusual as they have NO idea if you shipped or not if you use some other label system other than Ebay's.

I think we need some clarity on this. I'm going to tag the thread, but the staff won't be back until Monday.

@kyle@ebay
@elizabeth@ebay
@devon@ebay
Hey @mam98031! We recently identified an issue that caused a limited number of orders to be shipped to a buyerâ€™s alternate address. We apologize for any inconvenience this has caused and are moving quickly to address customer concerns.

@devon@ebay

Thank you for that information, it certainly helps. It still leaves me with a question. In this circumstance it makes good sense that Ebay would refund the buyer since there was a ship to address issue. But what about the seller. What if the seller had already shipped the item?

Is Ebay requiring affected sellers to contact Ebay for a refund to them for likely a lost sale / product? What is the proper way to help sellers deal with this issue?

robbie31415

·2 years ago