Listing cancelled by Ebay after buyer paid.

[gbass100]

I received this message from eBay a couple of days ago:

'We wanted to let you know that a bid for the listing below was cancelled because of an issue with the buyer’s account:
**********

We understand that this must be disappointing, but unfortunately the buyer, ****** is no longer registered on eBay so we had to cancel all of their open transactions.
Here’s what you should do

• Don’t complete the sale or send the item to ******* if you haven’t done so yet.
• Don’t communicate any further with ********, especially if they get in touch with you outside of eBay. 
• If ******* requests a payment or refund, don’t send any money without contacting eBay first. If payment was processed, a refund has not been issued yet just in case you’ve already sent the item.
• If you already sent the item, contact the carrier to find out if you can stop the delivery and have the item returned to you.
• If your listing has ended, you can relist your item.

And remember, we’re here to help so please get in touch with any questions you might have.'

The item had not been sent when I received the message.

I'm now being told on the app that despatch is overdue.

If I try to cancel, it tries to send a refund.

What is the best way to get this resolved?

[sheba-knows-best]

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@gbass100 wrote:

I received this message from eBay a couple of days ago:

'We wanted to let you know that a bid for the listing below was cancelled because of an issue with the buyer’s account:
**********

We understand that this must be disappointing, but unfortunately the buyer, ****** is no longer registered on eBay so we had to cancel all of their open transactions.
Here’s what you should do

• Don’t complete the sale or send the item to ******* if you haven’t done so yet.
• Don’t communicate any further with ********, especially if they get in touch with you outside of eBay. 
• If ******* requests a payment or refund, don’t send any money without contacting eBay first. If payment was processed, a refund has not been issued yet just in case you’ve already sent the item.
• If you already sent the item, contact the carrier to find out if you can stop the delivery and have the item returned to you.
• If your listing has ended, you can relist your item.

And remember, we’re here to help so please get in touch with any questions you might have.'

The item had not been sent when I received the message.

I'm now being told on the app that despatch is overdue.

If I try to cancel, it tries to send a refund.

What is the best way to get this resolved?

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Ring ebay and see if they want to process the refund for you now that you can confirm  that you have not sent the item.

[gbass100]

Thanks, will do.

I did try to get an answer with the chatbot, but ended up in a pointless circular 'conversation'.

[silver.moore]

I've recently had the exact same problem after getting the same message from ebay about a sale being cancelled.
Even though ebay cancelled the sale another part of their system was saying that I was overdue with sending off the item that ebay had cancelled!!
The chatbot is s**t.
I eventually spoke to someone at ebay who was SUPER helpful. All I needed to do was mark the item as dispatched to remove it from the list of items needing to be dispatched.

Simple but a lot of frustration before the simple answer was shown to me.
Good luck!