Customer refund following cancellation failure | Community Mentor Help

9275vianney · 2025-04-23T15:07:26.712000Z

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

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Customer refund following cancellation failure | Community Mentor Help | eBay France