Hello,

Upon the request of a buyer, I am trying to cancel an order (order number 27-14108-61323 – a Nintendo 3DS, item number 127611776567). However, a series of technical issues on eBay’s end are preventing me from doing so. I have received no help or answers from eBay so far.

Here is a detailed outline of what has happened:

• The buyer purchased the item on January 21st at 23:22

• The buyer then request to cancel the following morning at 06:42

• Having tried to accept the buyer’s cancellation, I kept being presented with the error message “Well, that didn’t go as planned. Please go back and try again.” This was the same on all browsers and all devices, including PC and mobile, as well as the eBay mobile app itself. I tried all the usual troubleshooting steps including clearing cookies and logging in and out, but this didn’t work.

• I contacted eBay customer services by phone call and explained the situation. They could not help me, but I was informed that someone would get back in 24 hours with a solution.

• The next day came, and nobody got back to me as promised. I phoned eBay customer services again, who once again could not help, but this time told me that someone would get back in 48 hours with a solution.

• Further technical issues regarding the same transaction have been noted. The order has completely disappeared from my order history, and cannot be found with any search terms such as the item title, order number or item ID.

• Additionally I noticed that the payment for this transaction has been stuck processing since January 21st, with an expected completion date of January 22nd. This has long passed, and I have never known a payment take so long to process. There are no restrictions on my account, and I am a business seller with thousands of sales – usually payments are therefore processed within 24 hours.

• If I try to bring up the order details from the “payment processing” section (which is the only place the item can be found at this point), I am given the error message “Unfortunately, there has been an error retrieving your order. Please try again later”.

• 48 hours after the previous call to eBay, I received a message from eBay which only explained the simple steps on how to cancel an order and nothing more. I am completely aware about the process of cancelling an order and have been for many years – but a technical issue is preventing me from cancelling. I contacted eBay once more. This time, I was told under no uncertain terms, that all the issues had been passed on to the technical team and “would be fixed within 48 hours”. I requested a call back to confirm this in 48 hours time, which they agreed to.

• eBay have wasted so much time with this, that the buyer’s cancellation request has passed the 3 day time limit and has now timed out.

• It has now been a further 48 hours, and none of the issues have been fixed as promised. Nobody has called back as requested. I do not know if eBay are taking any of this seriously, or even if the issues are genuinely being looked into. I feel like I’m getting nowhere with this, and that I’m being left to deal with this on my own. I keep being told that someone will help or get back to me, but nobody ever does.

Due to all of the above – I am now left unsure of what to do. I cannot bring up the order details, so I cannot send the item even if I wanted to. I also can’t find the order in my order history to attempt another cancellation. eBay have taken this buyer’s payment – but it’s still processing, and neither myself or the buyer have this. It does not seem right that the buyer’s payment is left in limbo until this is sorted, and it does not seem like my responsibility to sort out eBay’s technical issues.

In addition to all of this, I have been charged a promoted listing fee for the transaction which HAS been charged and deducted from my funds, and I will be requesting that this is reimbursed.

I have attached screenshots to show all of the technical issues experienced with this transaction so far.

I am now reaching out for help here, as so far I have not received any competent help from eBay customer services whatsoever. All I am simply asking is that this order is cancelled (as per the request of the buyer). I would appreciate any help, and thank you for your time.