eBay still telling me to refund cancelled order - but buyer's pending payment is already cancelled

[jp-nh]

Buyer w/ zero feedback (non-US paypal but w/ US address) made a purchase and the PayPal transfer was still pending after 6 days. I gave the buyer a heads up (twice) that i would cancel their order unless they could explain. Never heard back from buyer, I cancelled the order. After a few days, PayPal changed the status of their payment from "pending" to cancelled.

The eBay system doesn't seem to understand that the payment is cancelled and there is no need for me to "refund" anything to complete this cancellation.  Also the fees for the sale are still showing up in my next invoice, and the cancelled item still shows as "awaiting payment" in the IOS apps.

Will this ever resolve by itself or is action needed?

[dtexley3]

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@jp-nh wrote:

Buyer w/ zero feedback (non-US paypal but w/ US address) made a purchase and the PayPal transfer was still pending after 6 days. I gave the buyer a heads up (twice) that i would cancel their order unless they could explain. Never heard back from buyer, I cancelled the order. After a few days, PayPal changed the status of their payment from "pending" to cancelled.

The eBay system doesn't seem to understand that the payment is cancelled and there is no need for me to "refund" anything to complete this cancellation.  Also the fees for the sale are still showing up in my next invoice, and the cancelled item still shows as "awaiting payment" in the IOS apps.

Will this ever resolve by itself or is action needed?

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You have to follow the correct steps.  Open an UnPaid Item dispute.  Wait 4 days, close the unpaid Item dispute.  It may seem silly, but that's the process.

You can play CS roulette and see if you can get an agent that understands and helps, but the UPI process will work, just takes longer.

[jp-nh]

Should have said that i had tried this - you can't open unpaid item dispute while a cancellation is in progress.But thx.

[jp-nh]

Also, according to eBay it looked like I would have had to allow 30 days for the buyer's foreign bank transfer/payment to complete. Wasn't going to wait that long before cancelling to get paid for a purchase from a buyer that didn't seem legit for several reasons.

[jp-nh]

Situation was eventually resolved automatically today. Today was the deadline for me to refund the buyer - and the system finally recognized that their pending payment was cancelled.