Urgent Complaint – Incorrect Address and Poor Seller Response

[glair2]

Dear eBay Customer Service,

I am writing to raise a complaint regarding a recent order where I accidentally entered the wrong shipping address. I contacted the seller multiple times since yesterday to request an address change or cancellation, but they have completely ignored all my messages.

I also used the eBay help system to request a cancellation, and it showed that the order was successfully cancelled. However, I have now received tracking updates indicating that the item has been shipped. This is extremely disappointing and frustrating, as I did everything possible to rectify the situation within a reasonable time frame.

I would like eBay to review this matter, ensure the seller is held accountable for ignoring my messages, and advise how I can recover my payment or redirect the parcel. Please look into this as soon as possible.

Order details:

• Item name: buffalo London 1348 leather unisex white platform sneakers trainers NIB
• Date of purchase: 20th March 2026

Thank you for your time and assistance. I look forward to a prompt resolution.

Best regards,
Gloria

[tressygirl]

You are not speaking to eBay here,  but to members like yourself.

When a seller used a Simple Delivery postage label, once triggered,  it marks the item automatically as disptached.

If you have received an eBay message that the item is cancelled and a refund is being processed,  then the item has been cancelled.

Some sellers are just bad communicators,  but there's also been a major issue with messages not working on some devices and browsers,  so messages may have hit this tech issue when being sent.

@glair2 

[jckl1957]

It is worth pointing out that the seller is not at fault here and they have not done anything you can complain to Ebay about.

Sellers have to ship to the address used at checkout - it is up to the buyer to make sure that they use the right address.

The seller would have lost their protection against a non-delivery case if they had changed the address on the basis of your message.

Private sellers do not have to accept cancellations.

Ebay rules are clear: buyers can request to cancel, Sellers can accept or refuse cancellation requests.

The seller may not have been helpful, but they have not broken any Ebay rules.

The seller uses Ebay Simple Delivery so it may well be that they accessed the label, which immediately generates a tracking number, before they saw your messages.  You only made the purchase yesterday morning - you can't expect private sellers to be online and looking at their Ebay accounts 24/7.

If the cancellation request has been accepted, then you should be refunded.

Hopefully, you now realise how important it is to use the correct address when you buy online to avoid this sort of stress.