How to cancel an order that has already been marked as dipatched

[p4rky1503]

Hi Guys,

I have an item that somebody bought from me and I mistakenly got the prepaid label before he had paid for the item. he then messaged me to say he bought by accident and wanted to cancel, which was fine because I haven't sent the item yet. The problem is eBay wont let him cancel the order as it has already been marked as dispatched and it wont let me cancel the order because there is already a cancellation notice on the item. 

Any ideas on how to get this sorted?

[papso22]

Buyers can only request to cancel, sellers have to do/accept it.  Are you sure you haven't accepted the cancellation?

[p4rky1503]

So he has requested to cancel but because I used eBay simple delivery when I click on the request because it has already been marked as dispatched eBay wont let me cancel. See Below the message I get when I click on the request:

Your buyer’s request is on hold

There’s nothing you need to do. We see that the item is on its way to the buyer. Since you chose Simple Delivery, we've got everything covered from here. We’ll take care of delivery, resolve any further issues, and inform you when the request is closed.

[papso22]

What happens if you go to the sold item and click on more actions?

Is there an option to cancel there?

If not, this seems to be another issue caused by simple delivery and Ebay's ridiculous way of treating the printing of a label as dispatch.  Dispatch should be when it's received into the courier's system.

You may have to contact ebay CS to get the sale cancelled.

[p4rky1503]

The same message appears when I go through that way as well.

I have had so many problems with the simple delivery as I am selling items that are classed as bulky the only delivery option is DHL Collection which I arranged and they never turned up for a week straight, in the end I took the items to my nearest DHL depot(25 miles from me) where I was told that they do not have a driver for my delivery/collection route so were never going to be able to collect it in the 1st place.

How can I get in contact with eBay as I have gone through the chatbot which can not help either and cant see any way of getting in contact with an actual person?