eBay

myhomeschooldelights · ‎08-23-2020

@Anonymous

Hi - I am getting a bit desperate at this point having posted in a couple other forums as well as doing a chat session with no answers yet. (SR# 1-276771651556)

I have a buyer who ordered something by mistake and requested to cancel on 8/20. I am in MP. Last week this happened with another order and I had no problem doing the cancellation. However this time, there was an eBay site error message saying, "Well, that didn't go as planned. Go back and try again." Never worked. Tried going to cancel through the site information page and choosing that order. Seemed to work, but is completely stuck with no progress for 3 days.

My buyer is still waiting for eBay to refund. I have plenty of available funds in my eBay Payments account. There is no cancellation ID given. The order remains as processing in payments, with no indication there of a cancellation of it. IF I click on the order detail itself, it does say "order cancellation in progress" at the top. But it has said that for 3 days now. In the pull down menu of actions, there is no cancel or refund choice there now.

The chat session person said IT is working on it, my account was added, but other than that, tough luck. He said to explain to the customer and just wait.

Seriously? Does eBay realize what a terrible customer experience this is? He didn't seem to get that point.

Can you help get this resolved now?

mtgraves7984 · ‎08-23-2020

Hmmm... Have you checked under 'Cases'? (Seller Hub/Orders) Anything there?

myhomeschooldelights · ‎08-23-2020

Yes, I have. It's not there. From Seller Hub page, it's not in "open cancellations" either, nor processing, nor completed. sigh......

Anonymous · ‎08-24-2020

Hello @myhomeschooldelights ,

I'm sorry to hear about the issues you're facing. Unfortunately I can't assist directly with account specific issues, so it is best to Customer Support. I would ask to speak with the Payments support team as they are more familiar with the nuances of managed payments.

johnsonsales-wisconsin · ‎08-24-2020

Having the same issue. Hope someone has a solution. eBay has always had glitches from time to time but they were generally corrected in time. But it is becoming more and more "glitchy" and the problems aren't being addressed. It is my suspicion that it is being caused by eBay trying to exercise more and more control over sellers. 1. to keep them from cheating eBay out of a few cents and 2. to try to get sellers to fall more in line with Amazon.

What they don't give consideration to is how it can hinder our ability to give excellent customer service. Some of us - I would imagine most of us - are willing to go above and beyond for buyers but many times we just can't or are penalized for doing so. And sometimes we can even do the basic. That doesn't help anyone - eBay, sellers, or buyers.

myhomeschooldelights · ‎08-24-2020

Hi Charles, @Anonymous

Thanks for your reply. I was hoping you could connect with someone who DOES work with account issues to get this fixed asap for the buyer's sake. You've been able to help that way before and this is the 4th day now without resolution. I'll worry about getting my FVF credit for it later. Right now I'm concerned for the buyer. I am not getting the sense that Ebay understands this point. Please read the following quote from @johnsonsales-wisconsin who replied also:

"What they don't give consideration to is how it can hinder our ability to give excellent customer service. Some of us - I would imagine most of us - are willing to go above and beyond for buyers but many times we just can't or are penalized for doing so. ...That doesn't help anyone - eBay, sellers, or buyers."

@Anonymous wrote:
Hello @myhomeschooldelights ,

I'm sorry to hear about the issues you're facing. Unfortunately I can't assist directly with account specific issues, so it is best to Customer Support. I would ask to speak with the Payments support team as they are more familiar with the nuances of managed payments.

myhomeschooldelights · ‎08-24-2020

@Anonymous

Just wanted to say again that I did already try your suggestion of speaking with customer payments support and referenced that ticket in my original post. They were not able to help. So I need more than that to get this fixed.

myhomeschooldelights · ‎08-24-2020

@johnsonsales-wisconsin

My point exactly. I could care less right now about fees and credit for them. My concern is for my customer's experience. Been on eBay for 22 years this month with a perfect record of customer service. Now our hands are tied to do it with glitches such as this.