Seller not protected against negative feedback after cancelled sales?

[antverpiastamps]

Just received a negative for a sale that was cancelled as it was not paid. I thought ebay protected us against that, not so it seems. Or does automatic protection mean that you have to contact customer service (good luck with that)  each time it happens? Anyone else noticed this? Trying to get feedback removed seems to have been made harder than in the past, no more direct link available?

Besides this, ebay changed the way unpaid items are handled for sellers but judging from the amount of messages I am getting I am under the strong impression that buyers know nothing about these changes.

[downunder-61]

You cancelled as it was not paid ?

Why did you not open UPI dispute or let eBay open for you if they are doing that in your country ?

How long was it unpaid before you cancelled ?

[inhawaii]

They should delete if for you. I've had good luck with the "call me back" option when contacting customer service.  Good luck!

[antverpiastamps]

UPI disputes no longer exist in the way they used to. As far as I can see, the way ebay now works is they send the buyer a message on day 1 and after either 14 or 30 days they automatically cancel it, no other communication in between. We have far too many sold items to do this manually (in the past this was possible but the new system is far more time consuming to check manually) so we had to set it to automatically canceling after 14 days. So in this case the buyers purchases were auto-cancelled by ebay after 14 days , I didn't even know it happened. But ebay states this: If a buyer hasn’t paid after 5 calendar days, you can cancel the transaction and if you cancel an order because the buyer hasn’t paid, we’ll block that buyer’s ability to leave feedback and, if they’ve already left feedback, we’ll remove it.

This is clearly not  the case.

[tdumonde2014]

New process, transaction can be cancelled after 5 days if no payment received.

[bill.purvis2012]

I just had one. Day 4 and buyer had not paid. In the past Ebay would contact buyer and give them several days to pay and notify me that they did that. Not anymore. On Day 4 I received a message that I had cancelled the sale (no, I didn't) and Ebay cancelled because of non-payment.  They refunded my fees. They didn't automatically relist. I had to relist. 

[retailtechoutlet]

Some of the most helpful CSR i've found are under the account > seller performance & standards. Those guys are able to get feedback removed and they understand issues well compared to the other teams. 

[lagarto_electronico]

One thing you have to watch out for - and this might not be the case here - is that when either you or the buyer add a checking account to their profile...

...eBay can place an indefinite hold on deposits and payouts to that account depending on any number of idiosyncrasies.  And they won't warn anyone involved.

So, the buyer may have attempted to pay and does not even know it never showed up in your account.