eBay

herecometheplayas · ‎08-20-2020

I just received a message from a buyer who ordered something by mistake, but when I go to cancel it, I keep getting a "That didn't go well" or some such message, telling me to try again. I have tried 5 times now.

This is my first cancellation since being opted into MP, and in the pull down menu I see "Cancel Order" but also "Send Refund" which I don't remember seeing pre-MP.

Is something going on at eBay?

myhomeschooldelights · ‎08-20-2020

Experiencing the exact same thing just now also. This is my 2nd cancellation since starting MP and the first one went without any problem at all. Hit cancel, chose "buyer requested", done. FVF was refunded like clockwork as well. Hopefully it gets fixed soon. I don't remember the "send refund" icon before either and hesitate to use it for a cancellation.

herecometheplayas · ‎08-20-2020

I was going to use the automated assistant to ask about it, but when I chose that as my topic, I was able to do it in the chat, without speaking with anyone. Maybe this will work for you, too

myhomeschooldelights · ‎08-20-2020

Hmmm....usually those "chats" take a very long time and I keep getting redirected to different customer service people. I did keep trying to cancel the order, still got the error message every time, but then it suddenly disappeared from the list of orders awaiting shipment. However, I have no confirmation notice from eBay that it was cancelled, the order still appears in my Payments transaction screen as processing (I'm in MP), and if I look in orders, then cancellations, it's not there at all. Customer does not have refund yet either. The only change is that it's not in "orders awaiting shipment" any more. I am hoping this will all look normal in the morning....

Glad you were able to get it resolved. I'm assuming that your chat session ended with success.

mam98031 · ‎08-21-2020

Try again in the morning. Hopefully it is a temporary problem. If you still can't get it done in the morning, contact Ebay.

https://www.ebayinc.com/company/contact-us/

https://www.ebay.com/help/home

Drop to the bottom of the page and the email option is there. Or you can click on the reason for needing assistance and the options for contact will display. For some of them that could be the ability to call, leave a message for a call back, email or live chat.

https://www.ebay.com/sellerhelp

The seller’s help center give you the ability for file for certain types of assistance.

https://twitter.com/askebay?lang=en

https://www.facebook.com/eBayForBusiness/

It's important to be aware of where you post a question on Ebay’s Facebook page. A comment on one of Ebay’s marketing posts won't be answered, but comments posted directly on Ebay’s page will.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

myhomeschooldelights · ‎08-22-2020

@herecometheplayas

I did a chat yesterday and was told that there is known site issue about cancellations not working for some accounts. They added my account to the list. There was nothing they could do regarding the cancellation my buyer requested 3 days ago. I kept getting eBay error messages when requesting it. Outside of it disappearing from my"orders awaiting shipment" list and the fact that the order detail DOES state "cancellation in progress" at the top, we are just waiting for resolution.

There is absolutely no indication on my Payments transaction page that the order is in the process of being cancelled, funds aren't held, for example, the buyer did NOT receive her refund from eBay, and neither of us has received any communication from eBay regarding the cancellation.

The chat person basically said there was nothing I could do except explain the situation to her and just wait. Do they realize what an awful customer experience this is? Who would want to buy here afterwards? It's been nearly 72 hours and we continue to wait.

Hope anyone else trying unsuccessfully to cancel at a buyer's request is having better luck. I would encourage you to at least get your account on the list if you haven't. I went through a chat to do that, you could also have them call you. The links @mam98031 posted are all helpful.

mam98031 · ‎08-22-2020

@myhomeschooldelights wrote:
@herecometheplayas

I did a chat yesterday and was told that there is known site issue about cancellations not working for some accounts. They added my account to the list. There was nothing they could do regarding the cancellation my buyer requested 3 days ago. I kept getting eBay error messages when requesting it. Outside of it disappearing from my"orders awaiting shipment" list and the fact that the order detail DOES state "cancellation in progress" at the top, we are just waiting for resolution.

There is absolutely no indication on my Payments transaction page that the order is in the process of being cancelled, funds aren't held, for example, the buyer did NOT receive her refund from eBay, and neither of us has received any communication from eBay regarding the cancellation.

The chat person basically said there was nothing I could do except explain the situation to her and just wait. Do they realize what an awful customer experience this is? Who would want to buy here afterwards? It's been nearly 72 hours and we continue to wait.

Hope anyone else trying unsuccessfully to cancel at a buyer's request is having better luck. I would encourage you to at least get your account on the list if you haven't. I went through a chat to do that, you could also have them call you. The links @mam98031 posted are all helpful.

I have read that some are having issues and I'm sorry you are one of them. This may or may not help, but like most things on Ebay there is more than one way to get to the information or function. Sometimes when there is a problem doing something from the normal way you would go and do something like a cancellation, if you go at it from a different angle it might work.

So if you normally try to do a cancellation from the drop down menu you can get on that order in the Seller Hub, try going directly into the resolution center and do one. Or try this link below. There are a few ways to arrive at the same function, so if you are game, just try some different ways and see if it helps.

https://www.ebay.com/help/buying/buy-now/cancel-order?id=4004

https://resolutioncenter.ebay.com/

I don't know that it will help, but it would only take a moment to try.

mam98031 • Volunteer Community Member • Buyer/Seller since 1999

myhomeschooldelights · ‎08-22-2020

You are absolutely correct that sometimes trying a different method to achieve the same result works. I did already try that in my particular circumstance with no luck, using the both links you posted.

Doing either of them gets me this message:

This order has been successfully canceled

Then if I click on "view cancel details" it says:

View cancel details: This listing has been removed, or this item is not available.

That is not true - item was available and listing was not removed. Buyer purchased the last one I had and then requested cancellation. I did click that buyer requested choice when I originally tried this method. Since she doesn't want it I currently have the listing with a quantity of 1 available again.

If I click on the Order Details in Seller Hub it says this:

Cancellation in progress
You're canceling this order.

So - conflicting info. The above is correct, not the other results. No change after 3 days. Ebay hasn't issued a refund to the buyer. We just wait.

The only thing that occurred to me was that possibly this site glitch is unique to certain forms of payments a buyer may choose. ?? (I'm in managed payments. I did a cancellation just last week with no issues whatsoever.) Perhaps there is sometimes a longer delay with certain payment choices and until the original processing is completed, the reversal (cancel/refund) can't start. ?? I don't know.

I do appreciate your thoughts very much. Thank you.