Chat

zorricko44
9:50 AM
I cancelled this transaction and the buyer paid after it was cancelled. Now I don't know what to do. I
explained in my first email which was responded to by some sort of automated system which made
Judith
9:51 AM
Thanks for contacting us at Live Chat. My name is Judith and I'll be assisting you.
zorricko44
9:52 AM
Hi Judith, I never sell on Ebay, so this was all a first for me and I certainly haven't enjoyed the
process thus far.
zorricko44
9:52 AM
I indicated that I only ship to USA and Canada, and was going to ship for free in an envelope to save
everyone money
zorricko44
9:52 AM
the buyer was in australia, and provided some sort of freight forwarding address
zorricko44
9:52 AM
in the USA
zorricko44
9:53 AM
i quickly googled the address, and it was associated to MANY scams
zorricko44
9:53 AM
so i tried to cancel the transaction using your system, the automated system took it as a "buyer didn't
pay"
zorricko44
9:54 AM
and now the buyer has paid. I am not willing to ship this item to that address. I have already
reposted the item, now the buyer has paid me and I don't want to deal with them. I just want
everything from that transaction reversed - and I don't want to hav
zorricko44
9:54 AM
ave to deal with any fees or possible scammers
Judith
9:54 AM
Hi Robin
Judith
9:54 AM
Thank you for the information. Checking on it
Judith
9:55 AM
The item is 5 Pack - Scotty Powergrip Plus Release (3 self locating, 2 canonball snap)?
zorricko44
9:55 AM
yes
Judith
9:59 AM
I understand your concern when it comes to address. You're right the buyer made a payment after
the unpaid item case was open. If you don't want to ship the item to this buyer, you can proess the
cancellation of the order. You can also communicate with your buyer about the address they have
provided.
Judith
10:00 AM
I strongly suggest if you will send an item, please use a label with tracking. For us, we use tracking
to confirm the delivery of an item.
zorricko44
10:01 AM
i did process the cancellation like 2 days ago
zorricko44
10:02 AM
and then the buyer paid after i cancelled
zorricko44
10:02 AM
this is something with your system, i don't want to be responsible for system issues
Judith
10:03 AM
I checked that unpaid item case was initiated not cancellation.
zorricko44
10:03 AM
yeah, i accidently did that
zorricko44
10:04 AM
then did one for cancelling the transaction
zorricko44
10:04 AM
which i did, prior to the buyer paying
zorricko44
10:04 AM
am i going to get charged paypal fees because of this?
zorricko44
10:05 AM
you can see the cancellation went through, because it automatically relisted the item
zorricko44
10:05 AM
prior to the date/time that the buyer paid me
zorricko44
10:05 AM
and then the buyer paid me, after the fact
Judith
10:07 AM
You still need to process the cancellation and the final value will be credited once refund is also
process. For PayPal fee, you may contact them about it.
zorricko44
10:07 AM
i DID process the cancellation. thats why the item is relisted
zorricko44
10:08 AM
this is my first time posting anything on here in years, and I get some one trying to scam me on the
first time
zorricko44
10:08 AM
this is not my problem to deal with fees
zorricko44
10:08 AM
so you can advise paypal that the item was cancelled PRIOR to the fee being paid, this is not
something I did
zorricko44
10:08 AM
was a system issue
zorricko44
10:10 AM
and your automated system or whatever it was, didn't read my initial message
Judith
10:10 AM
I understand your concern however it's the unpaid item case was opened. If you will relist the item it
doesn't mean that the transaction is cancelled. You may process the cancellation or issue a refund
to your buyer.
zorricko44
10:10 AM
i processed the cancellation already
zorricko44
10:11 AM
"Relist this item" was checked, when I processed the cancellation
zorricko44
10:11 AM
Again, prior to the item being paid for
zorricko44
10:11 AM
so how is this my issue?
zorricko44
10:12 AM
I didn't see any other options to cancel, this is my first time working with Ebay. I explained in my
case what happened and what I wanted to be the resolution
zorricko44
10:12 AM
that was all explained in the unpaid item case
zorricko44
10:12 AM
however the message was not read and it was processed automatically
zorricko44
10:13 AM
so please escalate this if necessary. but its pretty straight forward that this isn't my issue.
Judith
10:16 AM
Cancellation and unpaid item case is a different action. With this, please do process the cancellation
in your end. Please go to you Sold and click on the drop down arrow then choose Cancel order.
Judith
10:16 AM
Or go to help and contact then search cancel transaction.
zorricko44
10:17 AM
I've already done that, Judith. Please read what I said
zorricko44
10:17 AM
and thats why I am reaching out to you via the contact, right now.
Judith
10:20 AM
Yes  understand your concern you want to cancel the order because there's an issue on the buyers
address. With the action taken, the unpaid item case was processed. I really do apologized our
system will not allow us to process any action on your action.
Judith
10:20 AM
You can also use this link to cancel the order
Judith
10:20 AM
https://www.ebay.com/help/selling/getting-paid/cancel-transaction?
id=4136&st=12&pos=1&query=Cancel%20a%20transaction&intent=cancel
%20tranac&context=9062_SELLER
Judith
10:20 AM
We cannot also process the refund becase we don't have an access on your PayPal account
zorricko44
10:20 AM
I cancelled the order already. The item was relisted by the system after the order was cancelled.
zorricko44
10:21 AM
The buyer then paid me after the fact. Which should not have been possible since the order was
cancelled.
zorricko44
10:21 AM
Please escalate as necessary. I have explained this numerous times and I don't think we're
understanding each other.
zorricko44
10:22 AM
Every online forum mentions all the scams with Ebay and Paypal.
zorricko44
10:22 AM
How can I, provide Paypal with information that the order was cancelled, if it was an error on your
system which prevented the order from being cancelled
zorricko44
10:23 AM
My paypal is hooked upto my same email as this Ebay account.
Judith
10:29 AM
Please do understand, PayPal and eBay is a separate company. I do apologized if you need to take
action on your end. Please understand we cannot process the cancelaltion in our end
Judith
10:29 AM
The action will still be process on your account. I can walk you through on how to cancel or you can
process the refund directly to your PayPal account.
Judith
10:30 AM
We cannot process the refund because we don't have an access on PayPals system.
zorricko44
10:30 AM
I don't want you to process the refund, I want you to inform them that the item was cancelled and
that request for payment should of been cancelled when the cancellation went through.
zorricko44
10:31 AM
I didn't want to open an unpaid item case. I explained that when in the initial message.
zorricko44
10:32 AM
I have a few much more expensive items Iwas looking to sell, and you are really making my loose
faith in using this platform.
Judith
10:32 AM
However the transaction is not canceled because it's unpaid item case was initiated and the made
the payment.
Judith
10:33 AM
Since the buyer paid for the item, you may issue them a  refund.
zorricko44
10:33 AM
Then why did the system allow me to go through with the cancellation, and relist the item?
zorricko44
10:34 AM
I'm telling you, the issue is that the cancellation did not process. When it clearly indicated to me that
it had.
zorricko44
10:34 AM
because it relisted the item.
zorricko44
10:34 AM
as part of the cancellation process.
Judith
10:36 AM
I checked everything in  my end and the action taken was for the unpaid item case not cancellation.
With this, you may process the cancellation or issue the refund to your buyer.
zorricko44
10:37 AM
There was two events
zorricko44
10:37 AM
opened case - I explained that I wanted the transaction cancelled at this time
zorricko44
10:37 AM
prior to the buyer paying - I found the cancellation section
zorricko44
10:37 AM
I then processed the cancellation
zorricko44
10:38 AM
So - if you are reading the actions. Can you tell me what was said in the VERY FIRST case?
zorricko44
10:40 AM
I've pulled it up now
zorricko44
10:40 AM
Comments:Buyer is located in Australia and wants me to ship to some sort of freight forwarding /
postal service. Not willing to do that as it increases my chance of them creating a false claim against
me. I want to relist this item and also update that i
zorricko44
10:40 AM
I want to relist this item\
zorricko44
10:40 AM
Specific comment, so was my message not read?
Judith
10:43 AM
The cancellation is not showing it's the unpaid item case. Kindly try to reprocess the cancellation or
you may issue the refund to your buyer.
zorricko44
10:43 AM
Well the cancellation processed because the item relisted itself...
zorricko44
10:43 AM
Can you answer my question though?
Judith
10:43 AM
I understand that you were given the option to relist the item when you processed the cancellation
Judith
10:44 AM
However this is not showing in our end
Judith
10:44 AM
The information showing is the unpaid item case
zorricko44
10:44 AM
I want to relist this item --- Was this comment ignored when I opened my case?
Judith
10:44 AM
Yes it does show that item was relisted
Judith
10:45 AM
However the cancellation is not really showing in our end
Judith
10:45 AM
I cannot go back when you made the action
zorricko44
10:45 AM
I'm telling you what is in the comments from my very first interaction
Judith
10:45 AM
I really do apologized if you need to reprocess the cancellation
zorricko44
10:46 AM
Hi Judith, it is fine if you cannot disclose others errors, however this is not my fault. Please escalate
this issue.
Judith
10:46 AM
Yes I understand that was the action or the option that was given however I cannto go back when
you process it
Judith
10:46 AM
Everything is recorded with this chat we have and the information you provided
zorricko44
10:47 AM
So either answer if my initial comment was ignored or please escalate the case.
Judith
10:47 AM
I will also document this on your account
zorricko44
10:47 AM
I will not re-do the cancellation, as it was already processed. Hence the item was relisted. If it is not
showing due to a system error, then that needs to be resolved by Ebay
zorricko44
10:48 AM
And then, I would like to file a formal complaint that my initial request was ignored, which will cause
me to incur fees by paypal.
Judith
10:51 AM
I'm really sorry this happened however we cannot also process the cancellation in our end. This
needs to be process by our sellers on their end.
Judith
10:52 AM
For PayPal fees, we don't have a control of it. However if you will process the cancellation or issue a
refund to your buyer, the eBay fees will be credited.
zorricko44
10:52 AM
And that is where the issue lays.
zorricko44
10:54 AM
Judith, I greatly appreciate you trying to help me. I realize you are constrained to what is capable
within your systems. Please understand my frustration, that as a first time seller, I was susceptible to
being taken advantage of by fraudulent
zorricko44
10:54 AM
(or possibly) fraudulent buyers. Clearly the system allowed something to happen in error, which you
are not able to resolve.
zorricko44
10:54 AM
So once again, please escalate this case. I am not concerned about Ebay fees, I am concerned
about being taken advantage of.
zorricko44
10:55 AM
We are talking mere dollars, but the principle stands, and error in your system allowed the
cancellation to go through on my end, but not on your end.
zorricko44
10:56 AM
and now I, as an indivudual, am expected to pay the Paypal fees (or go through a lengthy process
such as this) to explain my case to them.
zorricko44
10:56 AM
Please escalate this case, I don;'t know what else to say. We've clearly reached an impass.
zorricko44
10:57 AM
Or please let me know if you refuse to escalate the case.
Judith
11:02 AM
I do appreciate the information you provided and you explained the action you did for this transaction
zorricko44
11:03 AM
Has the case been escalated for review then?
zorricko44
11:04 AM
Please talk to me, as a human Judith.
zorricko44
11:04 AM
I am only asking one simple question.
Judith
11:06 AM
We cannot really see the cancellation that you processed.
Judith
11:07 AM
I reviewed all the information on my end and it's the unpaid item case was initiated for this
transaction
zorricko44
11:08 AM
I understand, we've already concluded that the system has had some sort of error.
Judith
11:09 AM
I checked that the unpaid item case was opened automatically by the system because it's set up on
your account
zorricko44
11:09 AM
So, we should attempt to resolve this error, on one of largest e-commerce platforms in the world.
Would you agree that we should strive for an error free system?
Judith
11:09 AM
If a buyer will not pay for an item after they purchase our system will automatically open the case for
you
zorricko44
11:10 AM
Yup. Thats fine. So is the case going to be escalated so we can review the error?
zorricko44
11:11 AM
I have to go to work soon Judith. We've been discussing this for over an hour at this point.
zorricko44
11:11 AM
So, can you please provide me with an answer?
Judith
11:12 AM
I tagged this chat as esclated
Judith
11:12 AM
I'm sorry  escalated
zorricko44
11:13 AM
Do you know what the service standard is for an expected response?
zorricko44
11:14 AM
I will not be touching anything to do with the orders until they can be reviewed, for my own safety.
Judith
11:19 AM
I'm sorry for tagging this escalated is for internal process. With this, I strongly suggest you can
process the cancellation or just issue a refund to your buyer. I really do apologized if you need to
take an action.
zorricko44
11:21 AM
Who should I contact if it is not your department then, if I wish to talk to some one regarding this
issue then?
zorricko44
11:22 AM
I am not comfortable making additional changes after the error has already occured.
Judith
11:22 AM
If you want to talk to us you can use the contact us option under help and contact. You will see the
"have us call you" option.
zorricko44
11:24 AM
Can you please forward the transcript to the suitable agent then? We've now spent an hour and 30
minutes, trying to resolve this.
Judith
11:27 AM
For the resolution we have for this is you can issue a refund to your buyer or process the
cancellation.
zorricko44
11:28 AM
Am I correct in saying that no other resolutions will be provided to me then?
zorricko44
11:28 AM
And I have reached the "end" as far as my options for resolution?
Judith
11:29 AM
I'm sorry that's the option we have for this transaction.
zorricko44
11:30 AM
It would have been great had I been informed of this, prior to us continuing the conversation over
and over again. It is a shame that there are no options for escalation on the seller's behalf.
zorricko44
11:30 AM
As I mentioned, I'm not comfortable touching the orders after an error has occured. I sincerely hope
that some one will reach out to me with a solution.
zorricko44
11:31 AM
Thank for you for time, if there is nothing else you can do, I have no further questions.
zorricko44
11:32 AM
I am extremely dissastisfied, not at you though Judith, please understand that. It is clearly the failure
of the policies and practices which have failed me.
Judith
11:33 AM
I really do apologized this happened as well.
zorricko44
11:33 AM
I did have some higher expectations from the largest e-commerce platform. I will be much more
cautious in the future.
zorricko44
11:33 AM
Have a good day.
Judith
11:34 AM
Thank you. You too have a good day.
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