Buyer has bought an expired listed item and wants to know where it is...

[sheenabassett]

Some months ago I listed an item which then expired. Last week I got an email informing me it had sold and buyer had paid for it plus postage. Both the link for the label and the item generate error messages when I click on them and there is no record of anything being sold in my account. She is now messaging me to ask where the item is ... has she been scammed? I don't understand how an expired item can be sold.... She seems genuine and has a positive profile on Ebay. Customer support (as in human beings) seems non-existent and the AI chat bot can't deal with this situation. 

[marco@ebay]

Hi sheenabassett, thanks for your post.

If the item is "expired" I understand that it wasn't up for sale anymore, so the buyer shouldn't have been able to place the order. I am thinking maybe you have different accounts, and you're checking a different account? Did the email that you receive have an item or order number that I could check for you to see what's happening there?

Thank you,

Marco

[sheenabassett]

Dear Marco,

thank you so much for responding.  Yes, it did - order number 20-13498-44025. 

You are right about the different account, I can login into another account (with Google and my work email) and now I can see the order. I've printed the prepaid label and I'll let the buyer know the matter is resolved. I will delete this account once I know the item has arrived to avoid any future confusion.

Kind regards,
Sheena