A sale has disappeared and message from buyer not showing

[craftdesignsuk]

Recently sold an item.

Received email to say had made a sale and all was showing under the seller hub.

Updated with tracking number and posted off.

Just received message from buyer asking where the item is. Message from buyer came through to the email registered to my account, however when I click on reply, takes me to ebay app and says can't find the order. Order has also disappeared from my seller hub and there is no message from the buyer in my messages.

Where has the order gone? Buyer hasn't cancelled, no messages from Ebay to say there is a problem with listing, the listing is still active with stock still available.

Confused??

[tressygirl]

Have you fully and correctly registered with eBay's Managed Payments?  If not,  this could be the issue,  see here:

You need to provide eBay with details of a bank account and have this account verified.  The usual method here, is for eBay to send 2 micro deposits into that nominated bank account for you to receive,  and confirm to eBay.

Once this is completed,  you will be able to list items for sale,  and receive payouts from those sales.

This will show you how to register for eBay's Managed Payments.

https://www.ebay.co.uk/help/help/selling/getting-paid/introducing-managed-payments-ebay?id=4795

If there is an issue with the registration contact eBay Customer Services,  who have full access to your account,  and can see where the issue lies and explain the steps you now need to take.  Or,  if it's not a matter of MP here,  you do need to contact CS, they can explain what has happened here.

Contact them this way.

This is the easiest and quickest way to contact eBay Customer Services, for a Call Back option.

https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

I recommend contacting CS early in the morning as there's more chance of Dublin answering.

@craftdesignsuk