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Customer refund following cancellation failure
Summary: 9275vianney ran into problems with eBay’s authentication system, which prevented access to their account and complicated handling a sold book order. When the buyer requested a cancellation, 9275vianney couldn’t approve the request because access was restricted. Although access has been restored, a message says a cancellation is in progress and no further action seems possible. koalagris provided a link to the cancellation instructions and explained how to contact eBay customer service to resolve the situation.
Hello,
eBay's authentication system prevented me from logging in and tried to force me to use a face-detect identification that doesn't work on my computer. I was unable to log in to my account for some time, during which I sold a book without being able to process the order. The customer made a cancellation request but since I couldn't log in I couldn't validate the cancellation request either. Today I can log in to my account again and when I try to cancel the transaction eBay tells me that it's not possible because there is already a cancellation request in progress that I haven't approved and that I need to contact the buyer. The buyer obviously can't do anything and there is no link to contact eBay. The payment amount is in my eBay account but there is no option to refund it to the buyer.
Please tell me what steps to follow
koalagris
Mentor1 year agoHello @9275vianney
To cancel and refund:
https://www.ebay.fr/help/selling/getting-paid/annuler-une-commande-en-tant-que-vendeur?id=4136&st=3&pos=3&query=Annuler%20une%20commande%20en%20tant%20que%20vendeur&intent=annuler&lucenceai=lucenceai&docId=HELP1090
If needed, you’ll find the link to customer service at the very bottom of the help page
Best regards