Is anyone else getting LOTS of messages from people not being able to complete transactions on BIN's

[flipwedge57]

I must have received 3-5 messages from positive standing eBay users in the past 3 days that have told me that when trying to purchase an item from me on Buy It Now it was not letting them complete the transactions, while at the same time I have been getting some orders as well?

Furthermore they are being instructed to contact both eBay and PayPal and are being told by BOTH that they have no idea what the glitch is. In one case 2 eBay reps suggested that I invoice them directly, which I did, and the next day I received a WARNING from eBay not to ever do that again-when I only did it because they instructed me to!

Any help is appreciated!

[dtexley3 · Accepted solution]

brian@ebay another report of payment issues AND CS reps giving advice the result in warnings and could have resulted in sanctions against the buyer.

[flipwedge57]

This is truly unbelievable--ANOTHER PROBLEM with a buyer trying to purchase an item AND AGAIN an eBay rep has advised that user to tell me, to break eBay's policy and possibly get sanctioned!!!! What on Earth is going on here??

[brian@ebay]

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@flipwedge57 wrote:

I must have received 3-5 messages from positive standing eBay users in the past 3 days that have told me that when trying to purchase an item from me on Buy It Now it was not letting them complete the transactions, while at the same time I have been getting some orders as well?

Furthermore they are being instructed to contact both eBay and PayPal and are being told by BOTH that they have no idea what the glitch is. In one case 2 eBay reps suggested that I invoice them directly, which I did, and the next day I received a WARNING from eBay not to ever do that again-when I only did it because they instructed me to!

Any help is appreciated!

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Hi @flipwedge57, I'm sorry to hear that you weren't given correct information from that Customer Service agent. The warning you received is due to this policy. The warning you received wont have an impact on your account, just be sure to follow that policy going forward. I'll be sure that the agent you spoke with is coached so that they don't give out similar advice to other sellers going forward.

[flipwedge57]

brian.t@ebay 

Thank you for your reply. This just happened AGAIN. Same issue:

1} Buyer can not purchase item from me {no idea why, no idea how, never happened before in 11 years, now has happened 4 or 5 times in 2 days from different users on different items.

Please advise me what is happening?

2} Buyer is forced to call eBay to attempt to essentially give eBay money {in fees} and myself in the purchase and is told by ANOTHER rep {that is 3 so far} to break your own policy.

Please advise me what is happening?

[flipwedge57]

brian.t@ebay

And when you wrote:

I'll be sure that the agent you spoke with is coached so that they don't give out similar advice to other sellers going forward.

1} I'm nit sure how you would do that considering I haven't spoken to anyone. And

2} That is what my potential buyers have encountered over the phone-they have taken the time to call {3 different users} and They were told to ask me, the seller, to invoice them directly.

[coffeebean832]

Did you ask on the community.ebay.ca boards or is this regarding .com listings and .com buyers?

[flipwedge57]

.com for sure. I did ask tyler@ebay but have not received a reply {messaged him recently} and am trying to again but it's not letting me message him this new info

[mr_lincoln]

@flipwedge57   Wow, a glitch where customers can not make a purchase on a sales venue ... I just find that unbelievable ...

[flipwedge57]

I truly have no idea what I am doing wrong. Haven't knowingly changed a thing in my listings. At first I thought it was a technical glitch on the potential buyer's account, then I received the same kind of message from another user, and another, and another and possibly another. 

Again the last person who contacted eBay about this and tried to find out what was wrong with THEIR account, was told it was something in the settings of my listing {though they could not pinpoint WHAT}, that was preventing the transactions from going through.

I have no idea what that is. I've gone through my listings and don't see any issue. 

[flipwedge57]

I'm hoping I can get some help from anyone here, moderators, and or  tyler@ebay 

as I just don't know what's going wrong here and this has cost both eBay and I about 5 sales and counting

[greg5000]

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@flipwedge57 wrote:

I must have received 3-5 messages from positive standing eBay users in the past 3 days that have told me that when trying to purchase an item from me on Buy It Now it was not letting them complete the transactions, while at the same time I have been getting some orders as well?

Furthermore they are being instructed to contact both eBay and PayPal and are being told by BOTH that they have no idea what the glitch is. In one case 2 eBay reps suggested that I invoice them directly, which I did, and the next day I received a WARNING from eBay not to ever do that again-when I only did it because they instructed me to!

Any help is appreciated!

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I've read numerous posts from other members reporting the same or similar problems, and sellers continue to lose sales and waste time due to this.

I've also read through this thread and saw a reply from eBay to you.  Clearly your post was not read carefully, as it was clear to me that you did not call, but the "potential" buyers did.  Also, there was no discussion by eBay regarding the actual problem ... which seems to be a reoccurring theme.

[greg5000]

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@mr_lincoln wrote:

@flipwedge57   Wow, a glitch where customers can not make a purchase on a sales venue ... I just find that unbelievable ...

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Do we need a Top 10 List Why Customers Don't Buy an Item on eBay?

I'll start with the top 2:

1. I can't pay for my item ... eBay's system won't let me.
2. I can't find the item in Search.

The really unbelievable thing here (although there are many), is that these "transactions" will be counted in GMV, even though many may not be completed. 

[brian@ebay]

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@flipwedge57 wrote:

brian.t@ebay

And when you wrote:

I'll be sure that the agent you spoke with is coached so that they don't give out similar advice to other sellers going forward.

1} I'm nit sure how you would do that considering I haven't spoken to anyone. And

2} That is what my potential buyers have encountered over the phone-they have taken the time to call {3 different users} and They were told to ask me, the seller, to invoice them directly.

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Hi @flipwedge57, in your original post you said that 2 Customer Service reps told you to invoice the buyer directly. I apologize if I misinterpreted what you wrote. If it was in fact your buyer was that was told this by customer support then I'll be sure that the agent they spoke with is giving proper coaching as the advice they were given is not correct. I'm not able to discuss account specific details here, nor can I share account details about another members account, so I won't be able to go into detail about why these buyers are not able to make a payment. Buyers that encounter checkout errors will need to contact Customer Support to receive help resolving the matter. If they are given incorrect information then I suggest that they ask to speak with a supervisor. Thank you for bringing this to my attention! 

[jameshen1]

How does this help the OP?  He is still losing sales.  Fix the glitch.