Locked
Discussion interactions are currently paused.
Seller cancelled but has still paid eBay
Summary: The discussion revolves around a situation where the seller, imperia_368, cancelled a transaction but has still processed a payment through eBay. _john1297576 initially responds, but the conversation predominantly involves papso22, _tressygirl, and imperia_368, as they continue to exchange messages attempting to understand and resolve the issue. The thread suggests a complexity in the transaction or a misunderstanding that needs addressing, possibly requiring further clarification or action by the parties involved.
Hi, I'm hoping someone can help with this query as it's impossible to contact eBay directly.
I had a buyer cancel an order because they couldn't collect (despite the advert saying Collection Only). I had a direct message from them but no message from eBay saying I needed to cancel anything so it went past 3 days. I haven't received any payment from eBay but the buyer is saying they've charged him for the item. There is no way I can cancel it as it says 'A cancellation request is already in process'. The buyer is now accusing me of taking his money when I haven't received a penny from eBay, if I had I would have gladly sent it back to him but it is stuck in 'Pending' and I can't cancel it either.
Please help! I'm at my wits end now as the buyer keeps harassing me and there is no way to speak to anyone at eBay.
imperia_368
OP5 months agoThank you for the advice, I don't have the money to put in to the account to make a refund and have received no communication from eBay that that's what I would need to do. All they said was contact the buyer.
imperia_368
OP5 months agoThanks John, I just don't know what to do, I don't have any money in my eBay account because I didn't receive payment. I can't mark it as collected because he hasn't so I haven't got a collection code to put in and there are no other options available. I'm stuck 😕
papso22
Mentor5 months agoThe cancellation request was automatically declined when it timed out. You can't cancel now.
The buyer will need to open a case for item not received to get their refund. You can refund through the case.
As long as you have set up managed payments properly, the original payment will be released to you.
imperia_368
OP5 months agoThank you. My payments are all set up correctly. If he messages me again I will advise him to open a case as I have already explained to him that there is no money there for me to refund him.
tressygirl
Mentor5 months agoIf there is no money available in your Payment Summary then eBay will use your back up source, usually your bank account to make the refund.
Once this has been made and received, the money held from the sale will be released to you.
It's not necessary to worry a buyer that money is not there for a refund, it is, it's the back up source you registered for this very purpose, that eBay will use.
@imperia_368
imperia_368
OP5 months agoThere isn't any money in my bank account either so they won't be able to use that. I am not 'worrying' the buyer, it was the buyer who made the original error by ordering an item that was clearly advertised as 'Collection Only' with the only delivery option available marked as 'Collect in person' and then said they don't have a car and live hundreds of miles away. I have tried to do everything I can to sort this out for them but eBay are holding the payment in 'Pending' and it is impossible to contact them to reverse the payment to the buyer.
tressygirl
Mentor5 months agoI know you mean well, and wish for all to be sorted for the buyer asap, but the money cannot be reversed, and rules of eBay's Managed Payments are, you have to have a source available whereby eBay can use ,to make refunds when there is no money Available in your Payment Summary.
The money from the sale will stay pending until a refund is made to the buyer, and then that payout from the sale, will be released to you.
@imperia_368
john1297576
Mentor5 months agoUnless you had money available in your ebay account, I do not think it is possible to refund until funds have been released.
Buyers who do this are a pain. If he had not paid then you could have cancelled after 4 days for non payment. The delay in cancellation and refund is the buyers own fault.