Transaction Defects

[semark]

Hello. One of my products has been sold. The buyer made the payment. But later he contacted me and said that he had changed his decision. He asked me to cancel the sale and give a refund. Thereupon, I canceled the sale by selecting the "BUYER CANCELLED" option in the window that opened and refunded the buyer's money. But now, when I check my account details in the seller level section, I see that this cancellation has been "CANCELLED DUE TO OUT OF STOCK" and I see that ebay counts this as a transaction defect. Actually, as I just said, the cancellation was made with the BUYER CANCELED option and the product was in stock. The buyer requested this cancellation and I have no fault in this cancellation process. How can I fix this? I contacted Ebay but they haven't gotten back to me yet. Thank you and regard...

[ebooksdiva]

There are three reasons for cancelling a transaction 

Buyer requested

Out of Stock

Problem  with buyers address 

If you clicked on Out of Stock by accident and you have proof through messages that the buyer was requesting you to cancel they may fix it for you. Have you tried a callback?

Click this link>>eBay Customer Service  click chat with automated assistant in the chat box type in agent it will ask if you want a callback or chat? If you request a callback be sure to have your phone next to you, call blockers or silence unknown callers off. At times calls don't  go through you may need to do this a couple of times to get a a call. 
Good luck. 

[ckimodog]

@semark 

You have a nice shop.  Very impressive.  My suggestion is to reach out on social media via Facebook:

https://www.facebook.com/ebayForBusiness/
 
These agents are US CS eBay employees and may better serve you and your situation.  Many positive posts with their ability to be helpful. See if they can advise you and hopefully solve your issue. 
 
Good luck to you!

[luckythewinner]

If eBay were switching "Buyer requested" cancellations to "Out of stock" cancellations and assigning defects, I suspect these boards would be flooded with angry posts. 

Since your post is the only one so far, then either (a) you are the first one to report it, (b) you are the only one it happened to, or (c) you simply made a mistake. I am going with (c). 

[semark]

Hi. Thank you for all answers...

I'm sure I didn't make a mistake. In the window that opened, I selected the BUYER CANCELLED option and this appears here.

[ebooksdiva]

If the refund details say you selected buyer canceled then where do you see canceled for out of stock? 
Are you sure the defect is for the same transaction? 

[fern*wood]

You can view a report on the dashboard under the defect section which will verify what transaction is involved.

[semark]

Yes, eBay indicates in the "SELLER LEVEL" section that this transaction is considered defective. This is really wrong. There is an mistake here.

I contacted eBay and sent a message to ebay. I hope they fix it. Because after the recent change in INR and BBE policies, such defects are very important. eBay has restricted and continues to restrict many sellers' accounts due to these defects.

[bashort]

I mistakably used "out of stock" for a buyer requested cancel and that one on top of a few real out of stocks cost me TRS for a few months.

I called ebay and despite the fact that the message's clearly showed it was a buyer request and the fact that I had hundreds of items available on that listing the whole time after several calls I gave up just like ebay likes you to do,

[semark]

I can see here that this cancellation was made due to "out of stock" and this counts as a defective transaction. In fact, this cancellation was made with the "BUYER CANCELED" option. In fact, this cancellation was made with the "BUYER CANCELED" option.