Had a Paid sale of 34 items and the buyer realizes their address is incorrect. After some discussion they called eBay and eBay advise them to cancel the order and reorder.
No problem, I accept the cancellation request.
They updated their address, reordered 45 items and requested Combined Shipping. He assured me the address is correct on his account but with the Combine Shipping Screen the address it is still not updated.
We agreed to cancel the 45 items (not paid yet) and try again, but this time with just one item to verify if his address is correct in eBay's system. This single order worked and his address was updated as he wanted so he placed three separate orders to purchase the 34 Items, the 44 items plus additional items. All of these cancelations ultimately led to the same exact items being purchased by him once the address was corrected.
Now a month later after all is paid and delivered, I get this Nasty Letter from eBay asserting false accusations that I was attempting to avoid fees. The letter says "This determination was made using automation or artificial intelligence."
If someone besides the artificial intelligence would actually look at the account to see what transpired they would see everything that was cancelled was ultimately ordered by the same buyer once the address was corrected. With this there would have been no need to threaten me with a Three Day Suspension.
Since the letter does not specifically say what listing I am being accused of with the False Cancellation, I am only guessing they are the ones I mentioned. Who knows, maybe it is something that happened three years ago?
Hello stephenmorgan,
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: 151369519007
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
We appreciate your understanding.
eBay
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eBay Document ID: 151369519007
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1 BEST ANSWER
Accepted Solutions
Yelp....artificial intelligence did me too.
I did a refund per an item torn after I mailed it out. Got a 'ding' as 'out of stock'.
Apparently, eBay doesn't like when we do refunds.
I got a do you need help when I do listings....Last one was in Chinese...LOL
@wastingtime101 wrote:
@stephenmorgan wrote:
I could not get eBay on Facebook, too complicated. Some sort of a PopUp appeared wanting me to verify myself thru a different website. I don't know what that is about. eBay should be well aware I am a customer of theirs.
I did chat with eBay on their web-site.
After some discussion this is what I was told.
eBay
After reviewing the details of your account, I would like to politely request that you please ignore this generic email.
Me
Ok, thank you. It is just the email said I get one warning and then I get suspended. Maybe one day I do make a mistake but now my one warning is already used for a non reason.
eBay
Stephen, I understand your concerns, but I assure you that this email was sent to everyone, and I will make sure you won't receive any more of them. I can also confirm that your account is in good standing and will continue to be at the same level.
It's a verification. You click the link and sign in to your eBay account - that way the social team can verify you're the account owner contacting them. They have to use the verification process since it's not on the eBay platform.
Hi kyle@ebay can you take a look at both the original post and the quoted post? CS gave the OP bad info saying he should just ignore what appears to be an erroneous account defect and said the email was sent to everyone. Edit: Obviously the email was not sent to everyone so that part is still wrong, but the rep was correct this can be ignored since it was a warning and not an actual defect. Still a good use case for Kyle to pass on where the AI system got it wrong.
Let me also ask @stephenmorgan if you tried the appeal option? See if you can follow the instructions here for appealing a cancellation defect.
https://www.ebay.com/help/selling/selling-seller-performance/appeal-defect?id=4871
Hey @wastingtime101 thanks for bringing this to our attention. I will be glad to pass this along for review of the system!
Kyle,
