Activity on your account isn’t following policy: Listing cancellation policy

[booking33]

I received this message from ebay 2 days ago (see below).  It states that this judgement was made by artificial intelligence . There is no specific listing cancellation cited in the message.

I have not cancelled any sales. I have ended listings and then refreshed them as sell similar, but that is allowed and is not a cancellation. Who do I reach out to at ebay because I believe this is an error or tech issue on their end, and I'd like to remove this judgement against my store.

Hello booking33,

Activity on your account didn't follow our Listing cancellation policy. Canceling a transaction and selecting a false reason to avoid a defect isn’t allowed.

What activity didn't follow the policy

 More specific details are provided below.

What you need to do next

Cancel transactions only for valid and accurate reasons.

What is the policy

- Canceling a transaction and selecting a false reason to avoid a defect isn’t allowed
- To cancel a transaction, sellers must:
-- Notify the buyer of the cancellation reason
-- Cancel the transaction within 30 days of the sale
-- Use the correct process in My eBay or Seller Hub:
--- Go to My eBay > Sold and locate the item. From the More actions dropdown menu, select Cancel this order. Or;
--- Go to Seller Hub and locate the item. From the Actions dropdown menu, select End.
-- Choose a reason for the cancellation and follow the on-screen instructions

How this affects your account

Because you may not have been aware of this policy, we're letting you know about it and ask that you follow this policy in the future.

No other actions have been taken on your account
 
Not following this policy in the future will result in a temporary 3-day restriction placed on your account, and your listings will be hidden from search during this period.  All fees paid or payable for listings that are ended and/or hidden from search will not be refunded or otherwise credited to your account.
This determination was made using automation or artificial intelligence.

Why we have this policy

This policy helps sellers avoid problems with buyers, and prevents sellers from avoiding defects by falsely selecting a reason to end a transaction.

More information and help

Listing cancellation policy

We appreciate your understanding.

Thanks,
eBay

Please don't reply to this message. It was sent from an address that doesn't accept incoming email.

eBay Document ID: 141210179009

[wastingtime101]

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@booking33 wrote:

I have not cancelled any sales.

---

Just to verify, when you go here you don't have any cancelled orders?

https://www.ebay.com/sh/ord/cancel?filter=status%3ACANCEL_CLOSED%2Ctimerange%3ALAST12M

Edit to add: if you don't have any cancelled orders, are there any transactions you refunded in full using "send refund" @booking33 ?

[pjcdn2005]

@wastingtime101 

Aren't part of the instructions they gave for ending an active listing rather than for cancelling an order? I don't recall every seeing the option 'end' for an purchased item.

Go to My eBay > Sold and locate the item. From the More actions dropdown menu, select Cancel this order. Or;
--- Go to Seller Hub and locate the item. From the Actions dropdown menu, select End.

@booking33 

Do you have any more information from eBay about the cancellation?

[wastingtime101]

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@pjcdn2005 wrote:

Aren't part of the instructions they gave for ending an active listing rather than for cancelling an order? I don't recall every seeing the option 'end' for an purchased item.

Go to My eBay > Sold and locate the item. From the More actions dropdown menu, select Cancel this order. Or;
--- Go to Seller Hub and locate the item. From the Actions dropdown menu, select End.

---

Yeah I did notice that line @pjcdn2005 but thought it was an eBay error and ignored it. 🤷

[booking33]

I've refunded 2 or 3 orders in full. The most recent was a few months back. Its possible this is what ebay is referring to. I cancelled 2 orders because I no longer had the items in stock, and the third order was cancelled because the item was not as described. All were refunded in full, and, if I recall correctly, in 2 of the three cases the customer cancelled the order.

Perhaps this prompted the judgement email....?

[booking33]

Yes, you're correct. Very strange email.

[booking33]

Specifically, it is this wording on the email that is erroneous:

Cancel transactions only for valid and accurate reasons.

All of my cancelled transactions follow this part of the policy, i.e. it was no longer in stock or did not match item description.

[wastingtime101]

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@booking33 wrote:

I've refunded 2 or 3 orders in full. The most recent was a few months back. Its possible this is what ebay is referring to. I cancelled 2 orders because I no longer had the items in stock, and the third order was cancelled because the item was not as described. All were refunded in full, and, if I recall correctly, in 2 of the three cases the customer cancelled the order.

Perhaps this prompted the judgement email....?

---

Can you clarify this @booking33 :

You cancelled 2 orders for being out of stock, and you cancelled one order because you spotted a discrepancy. But then you say "in 2 of the 3 cases the customer cancelled the order" - what does that mean? If you were out of stock then it would be an out of stock cancellation, not a buyer requested cancellation.

Are you saying you let the buyer know you were out of stock then the buyer said to cancel the order if you couldn't ship the item listed? If that's what happened, that's supposed to be filed as an out of stock cancellation not a buyer requested cancellation and would explain why you received notice of violating the policy.

Please come back to let us know. Thanks!

[booking33]

Hi Wastingtime101,

I think you're probably correct and that the order should have been cancelled as an out of stock order, not a customer order cancel request. To answer your question: 

Are you saying you let the buyer know you were out of stock then the buyer said to cancel the order if you couldn't ship the item listed? Yes that is exactly what happened.

I appreciate your feedback, it was helpful. Thank you.