I recently had to cancel six of my presale orders this month, and it appears these cancellations are now impacting my performance review. For context, I previously spoke with an eBay customer service agent Fabian on 10/10/2025 via eBay chat, regarding these presale orders, as I was unable to generate postage labels once 30 days had passed. The agent confirmed that the Presale Policy has not yet been integrated into the Simple Delivery program (which allows for shipping within 40 business days). Based on their advice, I cancelled the orders, relisted the items, and notified the buyers accordingly. Additionally, they advised me that if I receive any defects from it, to get in touch with eBay and they will get sorted. However, it now seems that these cancellations are being flagged as seller faults and all my appeals have been rejected.
I have then reached out to eBay again which further investigate my case and this was their full response:
"Thank you for contacting eBay Customer Service regarding the item number (redacted). My name is (redacted) and I am glad to assist you today. Please consider my apologies on behalf of eBay and also the agent who informed you to cancel the order. I will forward the coaching notes to their manager and I'm confident they'll learn from it and offer better service to members who may get in touch with them in future.
Here are the details I was able to capture from the transaction as of now:
· You cancelled items under out of stock because an agent told you through chat to cancel the orders as there was issue generating labels.
· You wish to remove the defects.
Let me check and help you with what has happened here.
I’ve checked all the details and case see that you refunded the buyer without communicating with them for cancellation. (THIS IS A LIE - I have communicated with each of them about the situation, I will provide an example - see attached) I would like to share that cancel transaction is based on mutual agreement of seller and buyer via eBay messages, and after the agreement only a seller can cancel the order. On this occasion these defect isn’t removable under our policies.
In the future, I would strongly advise you to communicate with the buyer and after the buyer send a cancellation request you can cancel the order to avoid such defects.
I trust I’ve explained this clearly. We sincerely appreciate your patience and understanding. Thank you for contacting eBay Customer Service and for being a part of eBay for 13 years. "
Honestly, I know nothing can be done at this point cos it looks like eBay is refusing to take responsibility - for all future sellers - please beware especially when you sale pre-order items. It's not worth selling on eBay anymore because eBay doesn't have your back - that's for sure.
