Issues Cancelling Order

[elektech.1]

For the last 5 day we are confronting issues cancelling orders, we can't initiated the cancellation process nor accept a cancellation from a buyer.  Every time the system we try, eBay take us to an Error Page.  We have to contact eBay multiple times to resolve the issue, one of those time the staff told us to tell the customer to open a "Item not Receive" case to be able to issue a refund(that is crazy).  We do not see any discussions about this issue, are we the only ones? Any help will be appreciated.  Gracias, Pedro

Screenshot_2020-10-02 Error Page eBay.png ‏155 KB