Best regards,
tyler@ebay, velvet@ebay , jasmen@ebay
A week ago I had a Buyer win 2 items on Auction. They went unpaid BUT in checking their FB they had one where a Seller stated the Buyer never paid ... okay, one may not be a problem. Since it is August I thought I would give the Buyer a week in case they are on vacation. So today I just went to Cancel the sale and I do NOT get the "Buyer hasn't paid" choice anywhere in the cancellation process. All I get is the regular pull down list of Cancellation choices.
I tried the links through Seller Hub - See all Orders page
I tried the links through the Help Pages on Unpaid items
I tried it through the Seller Hub Awaiting payment link
Here's the Cancellation page I get regardless of the path I take.
I am now very concerned that I will not get my FVFs back on this sale which happened to be over $ 200 ... I also just checked the Buyer's Feedback history ... they NOW have 7 FBs stating they do not pay. 6 of those have happened since my sale ... the red blobs are comments that the Buyer does not pay.
Next I thought, let's try to Report this Buyer ... ERRNT, no choice for them not paying and the note says to got to the Unpaid item thing which only takes me to the Cancellation page above ...
eBay Policy CLEARLY states Sellers can Cancel UPIs AFTER the 4 day period. Please tell me the EXACT step by step process to do this if one exists - for a multiple item, unpaid purchase PAST the 4 day new UPI processing window????
1 BEST ANSWER
Accepted Solutions
@mr_lincoln wrote:
tyler@ebay wrote:
Hi @mr_lincoln - did you send the buyer an invoice for this purchase? If so, when was that? Have you tried to cancel the transaction again today?
If it has been at least 5 calendar days from the 'Date sold' in your Seller Hub and you are still not seeing the option to cancel please contact CS so they can review.
tyler@ebay Okay, I sent one invoice the day the Auction ended and then I sent a 2nd one around 1 day before the 4 days were up ... so maybe that 2nd invoice requires "another" 4 day period?
I just checked the Sold date and it looks like the "Date sold" updated to the more recent (2nd) invoice that I sent, Sold date now showing the 11th of August. So I will see if I can Cancel now with the Buyer did not pay function.
Okay, just got back from another tab and was SUCCESSFUL in Cancelling with Buyer hasn't paid. So the way it works is the 4 day UPI Cancellation cycle will UPDATE every time an Invoice is sent before allowing a Cancellation with the reason Buyer hasn't paid ... this should probably be noted in the Help Pages, I know there is no mention of this there because I went there several times during this process to make sure I wasn't missing something.
Do me a favor, reply to this post and copy it so I can mark it as the Accepted Solution for others.
Thanks for the update on this @mr_lincoln - I'll get this to the Help Page team for a potential revision!
@wastingtime101 wrote:No, that's not annoying at all. <sarcasm>
Have you contacted CS to report this technical glitch?
@wastingtime101 I want to get one our support team member's reply before I try to contact eBay directly ...
@coastaltechsolution wrote:https://www.ebay.com/help/selling/getting-paid/resolving-unpaid-items?id=4137
@coastaltechsolution Thank you but that is one of the Help Page links I mention above and tried ... it takes me to the regular Cancellation page ... good thought though ...
Hi @mr_lincoln - You are able to cancel a transaction for non-payment after 4 complete calendar days from the commit to buy/winning the auction. For instance: if an item ended with a winning bid on the 1st, you could cancel for non payment the morning of the 6th. This is different from the old process, where it was 4 days to the second (essentially a 96 hour clock).
Based on your screenshots, you are following the appropriate process to go through and cancel the items. It may be that the full time hadn't yet elapsed for you to be able to cancel for non-payment.
Also - if your payments are managed by eBay your fees are non assessed until the buyer makes payment, so there shouldn't be a fees issue. If you do see one, though, I'd recommend contacting CS so they can review in more depth. Thanks!
tyler@ebay wrote:Hi @mr_lincoln - You are able to cancel a transaction for non-payment after 4 complete calendar days from the commit to buy/winning the auction. For instance: if an item ended with a winning bid on the 1st, you could cancel for non payment the morning of the 6th. This is different from the old process, where it was 4 days to the second (essentially a 96 hour clock).
Based on your screenshots, you are following the appropriate process to go through and cancel the items. It may be that the full time hadn't yet elapsed for you to be able to cancel for non-payment.
Also - if your payments are managed by eBay your fees are non assessed until the buyer makes payment, so there shouldn't be a fees issue. If you do see one, though, I'd recommend contacting CS so they can review in more depth. Thanks!
Hi tyler@ebay Read my OP again please, it starts with "Over a week ago" so this issue is WELL PAST the 4 day period. Here is what eBay's Ploicy states: " ... If the buyer still hasn't paid after you've sent the invoice, and it's been more than 4 calendar days since the listing ended, cancel the order by selecting the Cancel order button below and choosing Buyer hasn't paid in the drop down menu."
My point on this thread is i have NO choice ANYWHERE in ANY Cancellation path for BUYER HASN'T PAID! So the whole point of this thread is for eBay to tell me how I get around that little glitch in the new UPI process ... Policy '"says" I can do it AFTER the 4 days, but in reality, unless there is some deeply buried link there is NO choice to select Buyer hasn't paid.
Hi @mr_lincoln - did you send the buyer an invoice for this purchase? If so, when was that? Have you tried to cancel the transaction again today?
If it has been at least 5 calendar days from the 'Date sold' in your Seller Hub and you are still not seeing the option to cancel please contact CS so they can review.
tyler@ebay wrote:Hi @mr_lincoln - did you send the buyer an invoice for this purchase? If so, when was that? Have you tried to cancel the transaction again today?
If it has been at least 5 calendar days from the 'Date sold' in your Seller Hub and you are still not seeing the option to cancel please contact CS so they can review.
tyler@ebay Okay, I sent one invoice the day the Auction ended and then I sent a 2nd one around 1 day before the 4 days were up ... so maybe that 2nd invoice requires "another" 4 day period?
I just checked the Sold date and it looks like the "Date sold" updated to the more recent (2nd) invoice that I sent, Sold date now showing the 11th of August. So I will see if I can Cancel now with the Buyer did not pay function.
Okay, just got back from another tab and was SUCCESSFUL in Cancelling with Buyer hasn't paid. So the way it works is the 4 day UPI Cancellation cycle will UPDATE every time an Invoice is sent before allowing a Cancellation with the reason Buyer hasn't paid ... this should probably be noted in the Help Pages, I know there is no mention of this there because I went there several times during this process to make sure I wasn't missing something.
Do me a favor, reply to this post and copy it so I can mark it as the Accepted Solution for others.
@mr_lincoln wrote:
tyler@ebay wrote:
Hi @mr_lincoln - did you send the buyer an invoice for this purchase? If so, when was that? Have you tried to cancel the transaction again today?
If it has been at least 5 calendar days from the 'Date sold' in your Seller Hub and you are still not seeing the option to cancel please contact CS so they can review.
tyler@ebay Okay, I sent one invoice the day the Auction ended and then I sent a 2nd one around 1 day before the 4 days were up ... so maybe that 2nd invoice requires "another" 4 day period?
I just checked the Sold date and it looks like the "Date sold" updated to the more recent (2nd) invoice that I sent, Sold date now showing the 11th of August. So I will see if I can Cancel now with the Buyer did not pay function.
Okay, just got back from another tab and was SUCCESSFUL in Cancelling with Buyer hasn't paid. So the way it works is the 4 day UPI Cancellation cycle will UPDATE every time an Invoice is sent before allowing a Cancellation with the reason Buyer hasn't paid ... this should probably be noted in the Help Pages, I know there is no mention of this there because I went there several times during this process to make sure I wasn't missing something.
Do me a favor, reply to this post and copy it so I can mark it as the Accepted Solution for others.
Thanks for the update on this @mr_lincoln - I'll get this to the Help Page team for a potential revision!
tyler@ebay wrote: "Thanks for the update on this @mr_lincoln - I'll get this to the Help Page team for a potential revision!"
Excellent and thanks for that reply, marked it as a Solution for those who come searching ...
Mr. L
@1tuna wrote:I do believe you have tried to cancel some items...........better luck tomorrow
you shoud not have to jump thru hoops just to do what most sellers on ebay can do
how about another browser or clean your cache.......why is a workaround alwasy necessary for simple tasks
when I have a problem I switch browsers or restart my PC
nobody want to believe they have an isolated problem but as far as I can tell its a seller hub problem
it does not work 100 pecent for me.I cant use "end a listing" in my shortcuts....it does not work
there are small bits and pieces of sellers hub that do not play well with all ebayers.I think its always been this way.reporting things gets old after a while.
seller hub is like a work in progress..........just like shipping has been for the last 18 months
seller hub is never done with upgrades so its just a matter of time before a small part it rubs us the wrong way and just refuses to cooperate for months on end
@1tuna It was and is a Seller Hub - eBay programming AND instruction problem. eBay does not state anywhere that the 4 day UPI Cancellation window RESETS whenever an Invoice is sent. I gave the Buyer extra time AND sent a 2nd invoice AFTER the 4 day period in case they were on vacation ... then checked their FB history and saw they had accrued MORE unpaid item Feedbacks from other Sellers just since their purchase with me ... so I tried to cancel ... thus this thread. So what happened is I tried to cancel in the 4 days following the 2nd Invoice that was sent ... it finally worked AFTER that 4 day window.
Now, as I look at the Buyer's account, I am wondering if 1) they got hacked and are unaware of all the unpaid items or 2) they got their 2nd UPI strike in the middle of a bunch of Auctions and wound up not being able to pay. I don't know how that works ...it is possible that the block goes in to effect the instant a Buyer gets their 2nd UPI and Sellers with that 2 UPI block setting that have bids from the Buyer could wind up not getting paid.
tyler@ebay Okay, next question here since we're on the subject, what is the timing of a Buyer being Blocked when they get their 2nd UPI strike? If they happen to be in the middle of an Auction or back and forth Offers and get their 2nd Strike AND the Sellers have their UPI Block set a 2 is the Buyer able to complete the transactions in progress or are they ultimately blocked from paying once the Auction(s) end (and they win) or an Offer is Accepted?
Additionally, I have my communication for Blocked Buyers set to block communication as well, would THAT setting also override a Buyer's ability to message me if they are blocked because of UPI strikes?
As I look at this particular Buyer's Feedback History I am actually wondering if they got hacked or one of the kids was on their account while mom and dad were away ... I can't imagine all those Sellers who left (red) Feedback stating they did not get paid don;t have their UPI Block set higher than 2 ...
