Unable to decline buyer's "cancellation request" per their instructions

[bangordiscount]

I had an international buyer purchase something while I was away for the Thanksgiving holiday.  He paid.

They were a little anxious about a few things regarding international shipping so they requested the item be cancelled when I didn't respond to their inquiry right away.

I wrote back and we discussed a few things and they decided they wanted to keep the order to which I said I would ship when I returned (today, Monday 11/30).

However I have tried multiple times to decline their cancellation request but each time I get a generic error:

Something went wrong

Please go back and try again It’s not you, it’s us. Go back and try again.

So the transaction is now stuck in the "open cancellation" phase of my eBay dashboard.

Because it's in that phase I have no way of printing the "order details" for my records, creating a label through eBay and also the sale transaction is also not showing up as imported into Pirate Ship labels.

I want to make sure the cancellation request is closed before I ship the item so it doesn't time out and close in the buyers favor and he gets refunded and the item.

I would also like the payment from this sale to begin it's journey to my bank account and I'm not sure if it will if it's tagged as part of an open cancellation.

Anyone know how to resolve this short of the obvious "cancel/refund the buyer, have him buy it again"?

[comics-scifi-collectibles]

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@bangordiscount wrote:

I had an international buyer purchase something while I was away for the Thanksgiving holiday.  He paid.

They were a little anxious about a few things regarding international shipping so they requested the item be cancelled when I didn't respond to their inquiry right away.

I wrote back and we discussed a few things and they decided they wanted to keep the order to which I said I would ship when I returned (today, Monday 11/30).

However I have tried multiple times to decline their cancellation request but each time I get a generic error:

Something went wrong

Please go back and try again It’s not you, it’s us. Go back and try again.

So the transaction is now stuck in the "open cancellation" phase of my eBay dashboard.

Because it's in that phase I have no way of printing the "order details" for my records, creating a label through eBay and also the sale transaction is also not showing up as imported into Pirate Ship labels.

I want to make sure the cancellation request is closed before I ship the item so it doesn't time out and close in the buyers favor and he gets refunded and the item.

I would also like the payment from this sale to begin it's journey to my bank account and I'm not sure if it will if it's tagged as part of an open cancellation.

Anyone know how to resolve this short of the obvious "cancel/refund the buyer, have him buy it again"?

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@bangordiscount   Sorry to say when this glitch hits cancel/ refund relist is all you can do. 

[bangordiscount]

Thank you for the response.

Amazing that neither I nor the buyer were able to get that open cancellation to close but the second I clicked "close" the process went through.

Is it safe to assume that while the sale was in a state of "open cancellation" that the funds were on hold (i.e. even though several days have passed since the sale, they never processed to my bank account)?

And if so what would have happened if I did ship the item? I had no way to upload the tracking into the sale as it glitched?

[bangordiscount]

Perfect.

I'm now going to lose the sale because the buyer stated they used a $25 off coupon, specific to Black Friday, that was either single use or now expired and doesn't want to make the purchase unless they can either reuse the coupon or I lower the price $25.

I can only imagine the complete wasted of time contact eBay about this would be.