account wrongly identified as hacked -what now

[tmx2]

Hey all, I won an auction last night and made the payment an hour later via credit card.  I woke up to find an email from ebay telling me my account had been identified as hacked and my password needed to be reset, which was  actually not the case.  I reset the password via my email and phone. 

I am a bit unclear now what happens as although I made the payment the email notifying me of this "fraud"  says I would be refunded any transactions made fraudulantely.  I called ebay but was unable to get a straight answer as to whether i will still receive the item - I was told if I had made the payment i should receive the item, but as the sale was later apparently cancelled by ebay I'm unclear.  

Could anyone explain if i will still receive the item? 

I understand the need to protect users but its super frustrating to have been excited at winning an auction only for it to be cancelled. I guess this happened as I used a new delviery address... 

[tmx2]

Thanks for replying. I believe my account being wrongly identified as being hacked a few hours after the transaction was made led to it being cancelled. I think this could have been because I used a new card and had my delivery address different to my cards registered address

I don't understand why after verifying this was not the case with ebay they can't un-cancel the sale?

Its super frustrating as an honest customer to be treated like this. I was literally over the moon at having won the auction.

[myboardid]

Does the seller still have your payment?  If so, contact him and let him know you are excited and looking forward to receiving the item.  See what kind of response you get and go on from there. 

[tmx2]

Hi thanks, I have  messaged the seller, no response yet. I paid on my debit card, so not sure how that works with getting refunded? I assume ebay will just put the money back in my account. 

I guess there is no hope of getting ebay to reverse the cancellation? 

[penguins_dont_fly]

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@tmx2 wrote:

Thanks for replying. I believe my account being wrongly identified as being hacked a few hours after the transaction was made led to it being cancelled. I think this could have been because I used a new card and had my delivery address different to my cards registered address

I don't understand why after verifying this was not the case with ebay they can't un-cancel the sale?

Its super frustrating as an honest customer to be treated like this. I was literally over the moon at having won the auction.

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@tmx2

What exactly did the message say?

I am pretty sure it did not use the word "hacked" ...

The wording of the message may help us help you a bit better.

Just copy and paste the text of the message here with no identifiers (leave out your ID, the sellers ID, the transaction number, the item number and anything else that may identify you or the seller)

(There is no "uncancel" option ... sorry) 😞

[tmx2]

Thank you so much for your help.

Honestly, I think I will likely never use ebay again after this experience. 

Here is the message from eBay I received about 7 or so hours after I won the bid:  

Hello tmx2,

We have reason to believe that your eBay account has been used fraudulently without your permission. We’ve reset your eBay password. If you had your PayPal account linked to your eBay account, we've disabled your PayPal link to protect your funds. Any unauthorised activity, such as buying or selling, has been cancelled and any associated fees have been credited to your account. Any listings that we removed are included toward the end of this email. We assure you that your financial information is securely stored on a server and cannot be seen by anyone.

Although we’ve taken steps to secure your eBay account, your personal email account or third-party listing tools may have also been accessed without your permission. Please change these passwords as soon as possible.

Once you’ve secured your personal email account and third-party listing tools, please change your eBay password, and reset your PayPal link (if applicable):

1. Select the "Sign in" link at the top of the eBay home page.
2. Select the "Forgot your password" link.
3. Enter your email or username, and then select the "Next" button.
4. Follow the instructions to change your password.
5. To relink your PayPal account (if desired), go to "My eBay" and click the "Account" tab.
6. Click the "PayPal Account" link on the left-hand side of the page.
7. Click the "Link My PayPal Account" button.
8. Log into PayPal to finish linking your accounts.

If you are an active seller and use PayPal to pay your fees, it's important that you reset your PayPal link before your next billing cycle to avoid any further disruption.

Once your password is changed, we recommend updating your secret questions and verifying that the contact information on your eBay account is correct. For detailed instructions, please visit:
http://pages.ebay.co.uk/help/account/securing-account.html#secure



To learn more about keeping your eBay account secure, please visit:
http://pages.ebay.co.uk/help/account/protecting-account.html

If you have any problems changing your password, please contact us:
http://ocsnext.ebay.co.uk/ocs/eua?domain=Onsite&query=1386&from=ForgotPassword


We appreciate your understanding and thank you for being part of our community.

Thanks,

eBay

Please don't reply to this message. It was sent from an address that doesn't accept incoming email.

[penguins_dont_fly]

What that looks like to me ...

Your bank flagged the transaction.

eBay protected you, the seller and themselves from what the bank saw as an unauthorized transaction.

Have you called your bank?

You said this was a new card ... have you changed your address recently, or did you change any other eBay/PayPal account information (a combination of things may have triggered the alert)

(would you still not use ebay if they were correct in protecting you?)

[tmx2]

That's an  interesting suggestion, I will check with my bank tomorrow.  I think its good that ebay protect people but I don't appreciate the outright cancelation as opposed to freezing the transaction until the issue can be resolved . The mistake was absoutely 100% ebays, not mine, and honestly there was no easy way for me to resolve their mistake.  When I eventually got hold of them on the phone they were not really able to do anything other than "sorry we know you are not a fraud but we can"t uncancel the order". I have contacted the seller and have repurchased - the seller at least seems easy to get in contact with and also helpful

[tmx2]

Honestly, i know you were sincerly trying to help, but this was for me so unhelpful and felt pretty patronising to be honest. I appreciate the intention but this was 100% ebays mistake, not mine.   I wish you luck in the future, but maybe read through what someone is saying before rushing in in the future. Have a nice weekend : )