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Buyer account no longer exists, sale not cancelled, and buyer has opened a dispute — what should I do?
Summary: jackso.art received an email from eBay instructing not to send an item or issue a refund after a buyer purchased it, but now faces a dispute since the buyer's account seems inactive and the order wasn't canceled. *vyolla* asked whether it's an eBay claim or a chargeback, and suggested using the refund option if available. jackso.art confirmed it's a refund claim and is concerned about affecting seller protection by taking the wrong steps.
Hi,
I received an automatic email from eBay a few weeks ago after a buyer in China purchased an item from me.
The email specifically told me not to send the item to the buyer, as the sale would be cancelled. It also told me not to issue a refund and not to communicate with the buyer outside eBay.
I followed those instructions and did not send the item.
However, the order still appears to be active and has not been cancelled. The buyer's eBay account now appears to be no longer active, so I cannot communicate with them through eBay.
The buyer has now opened a dispute regarding the transaction, and I am unsure what action I should take.
I am particularly concerned because the original eBay email instructed me:
not to send the item;
not to issue a refund; and
not to communicate with the buyer outside eBay.
I don't want to take any action that could affect my seller protection or go against eBay's instructions.
What should I do with this order? Should I simply leave it as it is and wait for eBay to resolve/cancel it, or do I need to take some action through the dispute process?
The order number ends in 4096.
I can provide the original eBay email or any other information required to eBay staff privately.
Thanks for any advice.
*vyolla*
Mentor1 month agoIs it an eBay item not received claim or a chargeback via their debit/credit card provider do you know?
jackso.art
OP1 month agoit seems the buyer issue a refund claim as I haven't dispatched the item, I see the amount is on hold.
*vyolla*
Mentor1 month ago · EditedIs it an eBay claim though or a chargeback? If you have the payment and it's on hold and theres a 'Refund' button showing in the case I'd personally use that to refund, but as eBay have told you not to I suggest that you contact them and ask them how to proceed.