eBay

kankan-huki2l · ‎04-17-2020

Hello,

I sold and shipped a laptop on Apr 5, USPS came pick it up on Apr 6 but somehow tracking had been stuck with "USPS awaiting item" for 10 days.

The buyer contacted with concerns, then I filed a case with USPS too, but to no avail. Assuming the package is lost in transit, I then attempted to cancel the order with reason "out of stuck", in order to refund the buyer.

The cancellation however failed to go through - I got a system message saying "Refund failed for this order: You approved a refund request, but there was a problem issuing a refund from your payment account to the buyer. Please contact your payment provider, so they can help resolve the problem quickly."

The cancellation page now shows a "Order cancellation is pending. Please refund the buyer by April 24, 2020. We'll then ask the buyer to let us know when they receive the refund."

I contacted eBay support asking for how to issue that refund, and they replied: "PayPal, in all their wisdom, put in place a new policy that you must have adequate funds in your PP account to cover refunds (including any fees you owe). No need to call Ebay/PP, what you have to do is transfer adequate funds into your PP account."

Now, magically, on Apr 17 (today) there's a tracking update showing the item is near its destination in TX. I'm now contacting support again to request for reversion of the cancellation - wondering if that's feasible? If they won't revert the cancellation what would happen on Apr 24?

adkhighker · ‎04-17-2020

In the first place, it would have been better if you asked the buyer to submit the cancellation for a couple of reasons.....I think.

Someone will correct me if I'm wrong, but when the seller proposes the cancellation a defect can be applied to the seller's account, whereas there is no defect if the buyer initiates the cancellation. Secondly, if you had asked the buyer to initiate the cancellation, and then you found out the package was actually on its way, you could have just ignored the cancellation request, and it would have disappeared on its own after the number of days for you to respond had expired. I think eBay is now your best hope at this point to get it reversed, if they can.