"Order cancellation failed"

[us.ireda]

Item paid for on 3/8 

Delivery eta on 6/8
Item not dispatched
Seller not responding

Ebay showed "seller agreed to cancel"
Ebay phone support says "seller did not respond"
Also says I have to now wait 3 working days to get a refund from a "item not received" state even though it hasn't even been dispatched and the seller has made zero contact
Of course I then have to wait 3 working days to get the refund

£450.00 tied up in nonsense, in ebays pocket. I've done nothing wrong. Seller has done nothing. 
Seller shop now has zero items in.

Ebay support tried to give me "possible" reason as a valid reason : The cancellation didn't happen because the seller didnt have enough funds - but ebay has the funds, not the seller. 

I detest being lied to. Let me guess, this is my fault.

[tressygirl]

Nope,  not your fault at all, and seller having perhaps not enough funds to refund has nothing to do with not being able to issue a cancellation.  eBay would just take the money from the seller's back up source,  usually their bank account.  A buyer can ask for a cancellation,  but a seller does not have to oblige.

The rules for item not received and refunds are set in stone that is,  you can only open a case one day after the item's last estimated date for delivery, and escalate if necessary if the seller doesn't refund beforehand.

@us.ireda 

[us.ireda]

But ebay has my money, not the seller.

and now....

The seller received your request

You should hear from the seller soon. If the issue is still unresolved by 15 Aug, you can ask us for help.

Don't forget, your item's covered by the eBay Money Back Guarantee.

[papso22]

Have you actually opened a case for item not received?

[tressygirl]

Correct those are the T & C's sellers agree to,  to sell on eBay.  That is,  if money is not directly available from funds for a refund,  the seller's back up source is used,  as said,  this is usually their bank account.

Once the refund has been processed the money on hold from the payout is released to the seller.

Under Simple Delivery rules eBay do deal with refunds,  but it's a different matter if the item has not been sent!  This is the seller's issue not the buyer's.  Just open that case,  and escalate if the seller does not refund within the specified time.

Your money is safe.

@us.ireda 

[us.ireda]

For £450 to be tied up in ebay for what will be 15 days with ZERO response from the seller is difficult to stomach or believe. I need to move on and find another supplier for the item, not wait and be told generic nonsense that is nothing to do with me.  Anyone who thinks that is appropriate, works for ebay.

What an abysmal place. 

[dch2112011]

As annoyed as you are, the ebay system regards to buyer refunds is pretty robust and fair.

Step back and look at the transaction - you ordered - you requested cancellation - seller accepts cancellation - this triggers an automated notification to  you that seller  accepted cancellation  -

The next part is between the seller and you - seller unable or does not want to refund - 

The seller renages on the agreement and does not refund you 

At this point the ebay money back guarantee becomes available when the estimated delivery date passes and no goods are delivered -  if the goods are delivered depending on the type of seller you can use the MBG to remorse return at your expense or resell the goods - reason - on ebay cancellations are seller discretionary.

ebay will at the earliest opportunity force the refund if they do not arrive - the slight delay is to be fair and equal to both seller and buyer 

If you purchase without ebay back up or similar you are subject to the seller being honest with you and there are no guarantees to back them up.

Do I agree that cancellations prior to dispatch should be discretionary - No  but they are technically discretionary unless cancelled at the same time as ordering which is ambiguous and interpreted differently by different sellers !

[us.ireda]

I'm not sure, as much as you want to appear to work here, have read everything written. Look at the title. 
Now this : 
Ebay showed "seller agreed to cancel"
Ebay phone support says "seller did not respond"

The seller is nowhere to be seen in any of this. Ebay have my money. As I have waited many days for cancellation and zero comms from the seller AND ebay have the money, a refund is beyond obvious now. On the ohone they said I have to wait 3 more working days but when I actioned the "item not received" the number of days grew.

This is the second big purchase I have tried to make in less than a week, that has been cancelled thru not dispatched  without any communication. 

Robust and fair is ignoring the ignorance while holding the money. Sure. 

[dch2112011]

You sadly misunderstand the system, ebay may or may not be holding the payment from the seller depending on various scenario's private vs business - seller record, time between purchase and opening a mbg claim - we cannot tell from what you have written.

ebay ring fence  a buyers payment in certain circumstances - to offer protection to a buyer  should an order not be fulfilled as promised by the seller.

Step back and see that you are buying from the seller not from ebay -  both the seller and buyer by using the platform are entitled to certain safeguards from ebay which are nothing to do with your legal rights as a seller or buyer 

Cancellations are nothing to do with ebay - you ask to cancel the seller accepts or rejects - the seller arranges a refund either from their ebay account funds or other sources linked to ebay however if the seller has no money in the ebay account or the linked source a refund will not be possible. No matter what you want or say - no money - no refund ! - The cancellation is void !

Assuming ebay have put a hold for whatever reason on the sales proceeds then this is only released either to the buyer or seller in certain circumstances that involve ebay and it's commitment to either the seller or buyer  depending on status etc.

However when the MBG is triggered then the value of the order total paid is taken / frozen from the sellers account - as a negative if no funds are available - when the 'case' is decided in either seller or buyer favour - the buyer is fully reimbursed  or the sellers funds are released.

The MBG does not cover cancellation requests only order fulfillment - it is that simple.

If you bought direct from a seller - paid and cancelled and were ignored - the only recourse would be your bank / card provider or the law courts - Why are you so angry with ebay ?

[us.ireda]

H.M.S. Ebay is sinking and the crew are still saying it isn't. 
Like dude, we're almost on the ocean floor !

[dch2112011]

Not sure what trustpilot has to do with sellers reaction to a buyer's cancellation request but to give you an explanation as to why trustpilot should not be trusted as a true representation - take a look at the Apple and Amazon figures 

  reviews / feedback are left on ebay as the norm. 

 Only a minority of dissatisfied customers try to tarnish ebay's reputation by using trustpilot - the vast majority of satisfied members have already left feedback and do not feel the need to leave it again on athird party website the same applies to other platforms and major businesses   -

Food for thought is with the end is nigh prophesy and a presumption of total customer dissatisfaction how on earth does Apple became the first public company to turnover more than a trillion dollars , Amazon over 600 billion dollars and ebay 10 billion dollars 

In fact ebay's revenue in 2025 up to June 30th has increased by over 6% year on year - Amazing for a sinking ship ! The figures show an increase in confidence rather than a sinking ship !

[us.ireda]

yet when they get it wrong, this forums employees still claim they got it right. 

[papso22]

No-one who has responded to you works for ebay. 

Members frequently make that accusation when they don't like the facts they are being told or because other members don't agree with them. 

[us.ireda]

Papso. it frequently happens, for a reason. 
Like above where it says "the seller has received your request"
But the only way ebay would know that is if the seller told them. 
Unless ebay physically confronted them with the request.  Let me guess, you guys liking each others ebay is always right attitude, will do your damnedest to make that me misinterpreting the statement that the seller has indeed received the request. The same as they agreed to cancelled but couldn't because there wasn't enough money in their account while we know because it was admitted that the seller MAY HAVE agreed to cancel, not did. 

So, three times ebay has assumed something to be true and accidentally admitted that were assumed. Zero interaction toward me, from the seller and ebay is making excuses to make me wait over 2 weeks for my money back, the part I am annoyed about and according to you guys, ebay is right to do. 

So when I stop shopping here, it will still be me who is wrong and ebay who is always right. What next, try to bait me to have my comments removed and provoke me until I get banned ? That's a rehtorical question based on experiences of others. 

And papso, you spend a heck of a lot of time on a forum that you aren't paid to be a yes man for ebay on. Don't for a minute think people haven't noticed. 

Don't reply. I'm not comnig back to be lied to or provoked again.

[dch2112011]

Looking at the automated message ebay sent to you although it is suggesting you wait until the 15th August (assuming this is in response to the request for help with the seller cancellation request) it also points you to the MBG so that you can use the MBG to force a refund which is the more relevant part of the response given you are unhappy waiting but you seem to be ignoring this information ?

A not received case could have been opened on the 6th or 7th August to obtain a refund by the 10th August

The ebay system is automated not personalised - when you request a cancellation - the seller is automatically notified and given options - whether the seller ignores, acts or simply refuses to read the account notifications, message or email - no one knows.

The automated response to you is that the seller has received your request - which they have  - maybe the wording could read your request has been delivered to the seller - I doubt that this would make much difference to you as both mean pretty much the same thing.

By the way making personal attacks on experianced members trying to help you even with understanding the system is a strange way of responding -

it is frustrating understanding how the ebay safeguards work  especially as they are a one glove fits all solution and are not individually tailored.

There is no other way simply because of the millions of transactions that have to be covered  -

Once you understand how they work to protect you and how you can use them to your benefit the more relaxed and happier you will become - We all understand the frustrations and have all suffered before understanding how the platform works - and we are still learning with the new and altered policies that appear daily 

[us.ireda]

What am i saying, you are right. 

Customers of ebay are always wrong.