Hello,

In last week’s chat I reported various technical issues with order number 27-14108-61323 (item number 127611776567). Just to quickly recap:

• The buyer wishes to cancel the order, but an error message is preventing me from doing so.
• The payment has been stuck processing since January 21st, with a completion date of January 22nd. This was now 2 weeks ago.
• The order has completely disappeared from my order history, and cannot be found with any search terms including the item title, item number or order number.
• Clicking the order from the “payment processing” page brings up the error message “Unfortunately, there has been an error retrieving your order. Please try again later”.

I appreciate that you have reported the technical issues to the relevant team, and thank you for your help. This is truly appreciated, as all my phone calls to eBay customer services have otherwise been met with total confusion, or promises to call me back which they do not honour and no call back ever happens.

However, it’s been another week and unfortunately none of the issues have been fixed.

I could understand how this may be a low priority to fix if this was an ordinary, unexceptional technical issue that was simply causing a minor inconvenience when browsing the website. However, this glitch is causing £83.94 of the buyer’s money to be indefinitely stuck. To many, this is not a small sum of money. The buyer has been waiting for over 2 weeks to get this back, and there is absolutely nothing that I can do about it.

As I’m sure you can understand, this is not a good look on either my business or on eBay as a whole. It is not in my best interest – and hopefully not in eBay’s best interest – to keep this buyer waiting for their money back indefinitely.

Are there any updates that can be provided on this – is still being looked into? And given the nature of the glitch where real money is being held up in the system, can this please be treated as more of a priority to fix?

Thank you.