How do I cancel a buyer's order when funds are on hold?

[ixibatgirlixi]

I am a new seller on eBay so the funds are usually on hold for a few weeks when a purchase is made.  A buyer recently purchased an item from me and paid, now they are asking to cancel their order.  When I go to cancel the order and choose "buyer requested cancel", it says that if the funds aren't available it will charge my bank account.  The funds for this purchase will not be available until April.  Am I able to just cancel the order without it charging me?  Or do I have to wait until the funds have posted?

[mam98031]

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@homeportal wrote:

I just had a similar issue. 
Order placed, items purchased, payment made. 
Then an almost immediate request to cancel, while payment is still processing and won't  clear for another day or two.

Customer Service told me to wait until the payment has cleared - *then* cancel and refund.  And it won't affect me as a seller and I won't lose any fees because sellers have 3 days to decide if they'll accept the cancellation request anyway.

So I just let the customer know that their cancellation request and refund will take place in the next 48 hours, dependent on the payment clearing. 
It was just too much $$ to be okay having eBay charge my card and then hoping I get it back and/or isn't a scam.

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@homeportal 

Unfortunately you may have gotten some incomplete information.  Since you are a new seller, your money can be held up to 30 days.

Ebay has had a rule for many years that pertains to New Seller and sellers that have been away from selling for 90+ days. The following is the policy that outlines why you money is likely on hold.

https://export.ebay.com/en/fees-and-payments/payments/payment-holds/

https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&...

I would suggest you go ahead and process the cancellation for your buyer.  Then contact Ebay and ask them to release the hold on the funds.  They should be able to see you processed a refund to the buyer.  Funds clear in about 24 hours from payment.  Give or take a little.  

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service.  Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is.  Feel free to leave your Name, address, phone number and/or your email address in this message.  It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/eBay/

https://www.instagram.com/ebayforsellers/

Your options will be on the left.  If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options.  Not all options are available 24/7.  It will depend on staffing available.  So sometimes you can request a call back and sometimes you can't.  Sometimes you have the Chat option available and other times it won't me.  If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

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

[ittybitnot]

 The rest of the buyer's refund comes from the funds on hold. 

@mtgraves7984 

I was under the impression that if the funds were on hold due to  "new/infrequent sellers or high dollar item" (hold for 30 days) those funds could not be used for a cancellation or subsequent refund for any claims involving the same product/sale.   The seller would have to fund the refund from other 'available' (not on hold funds) first in their entirety or eBay would withdraw it from a back up funding source (c.card/bank account).  

The "on hold" funds for any transaction is not enough since eBay already extracted their share. 

I would be glad to learn that is no longer the case.

[mtgraves7984]

@ittybitnot 

At the risk of sounding like Matthew McConaughey in the new AI Sheriff commercial... "Huh." 🤔

[broto_64]

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@mam98031 wrote:

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@ixibatgirlixi wrote:

Thank you everyone for your advice.  I spoke directly with someone at eBay and they gave me a "loophole" (that is what they called it lol) so I am able to cancel the item and it will only refund the money that was for that transaction from those specific funds even though they are on hold.  So it wont charge my card or take money from any other sales, and my account will not be negative.

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Please share.  What did they tell you to do?

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If I had to guess it was probably allowed to transpire exactly the way it would've gone to begin with, in other words the CS didn't actually do anything other than perhaps amuse themselves with the bit about the loophole. 

Going out on a limb here, funds on hold means funds available so long it's for the same transaction?

[ckimodog]

@ixibatgirlixi 

Old thread 2023, February.  Best answer selected. 

[mtgraves7984]

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@ckimodog wrote:

@ixibatgirlixi 

Old thread 2023, February.  Best answer selected. 

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@ckimodog 

Huh... 🤣

[ckimodog]

@mtgraves7984 

More coffee???😆 

[kh-vince]

Hi everyone,

Due to the age of this thread, it has been closed to further replies. Please feel free to start a new thread if you wish to continue to discuss this topic.

Thank you for understanding.