We made a mistake! Help with buyer please.

ACS1983

Hi all,

New poster here! Sorry if this is a bit long. Just hoping for a bit of advice on a recent eBay transaction.

We've been selling for about a month now and recently relisted an item that a previous buyer changed his mind about.

Someone won the item on Friday evening and payment was pending. We wrongly assumed the issue was with the buyer as we have had no previous problems, so we waited until Sunday night and then emailed the buyer to let them know payment hadn't gone through yet. We didn't receive a response but later that evening 'payment pending' changed back to 'buyer has not paid'.

We thought that was odd (unfortnately I didn't think to come on here to check for a solution) so my partner contacted eBay yesterday morning. eBay informed us that when relisting (you know where I'm going with this ) my partner accidentally entered our paypal address incorrectly. We weren't aware this could even be an issue so lesson learnt there!

eBay also informed us that the buyer had since cancelled their payment (all good) so we sent the buyer a message yesterday explaining what has happened, apologising and asking for revelant paypal details to allow us to send through a paypal invoice.

However, as yet we haven't heard back from them at all. I don't want to keep emailing as this was clearly our error but I have a feeling they are just not going to respond at all meaning our hands are tied. We state we will post within 3 business days - today would be the 2nd. I realise this is '3 days from payment' but I am getting a bit worried as I wonder if for some reason they think they've paid and will mark us down for not sending the item on time (eBay states they have completed checkout but not paid).

What would you do? Email the buyer again? Wait a few more days and cancel the sale? Just wait and see?

Any opinions greatly appreciated

techspec

I have never had to put my paypal email address in since the first time many, many years ago. Is there a reason others dont have their paypal address saved - as its a common complaint on here?

As for the buyer - you emailed the buyer yesterday and your worried they have not replied? Some people have a life. As its your error - i really suggest you be patient and try again in 3 or 4 days if you don't hear anything. Also, offer the chance to cancel - as they might not want it now.

theonlywayisup

Why don't you pull their details and give then a ring to explain and establish what the best course of action is?

ACS1983

Thanks both. I wondered about the entering of the address too as when I have listed I have never been asked, but apparently sometimes you need to re-enter it when listing?? I assume it's a random security thing.

Completely understand that they have a life and that it's only been one day (sounds stupid I know!). I guess in a way I'm just wondering what will happen if they never respond as it's clearly completely our fault, but we have also tried to resolve the issue.

I've give it a few more days and then try again or give them a call.

Thanks!

ACS1983

Meant to say - have also offered them the option of cancelling and have said we completely understand if they don't want to go ahead now. Will just wait and see I guess!

Strapped

techspec wrote: »

I have never had to put my paypal email address in since the first time many, many years ago. Is there a reason others dont have their paypal address saved - as its a common complaint on here?

As for the buyer - you emailed the buyer yesterday and your worried they have not replied? Some people have a life. As its your error - i really suggest you be patient and try again in 3 or 4 days if you don't hear anything. Also, offer the chance to cancel - as they might not want it now.

I do change it between my main PayPal and micro PayPal accounts, but eBay saves the email addys so you can just use a drop-down box to select the one you want.

soolin

Strapped wrote: »

I do change it between my main PayPal and micro PayPal accounts, but eBay saves the email addys so you can just use a drop-down box to select the one you want.

It doesn't on mine- but then I don't think ebay like me.:(

ACS1983

Hi again all!

Still haven't heard back from this buyer. So up until now we have sent one email about payment not going through and an invoice, one email to explain what we had done wrong and asking for a paypal email address (also offering to cancel if they are not happy to give us the address) and another since (Sunday night) asking if the buyer would like to cancel the sale as we haven't heard back.

I know we'll be risking negative feedback but I am tempted to wait until Friday evening (2 weeks) and just cancel the sale.

What do you think? We obviously caused the issue but have tried to resolve it - absolutely nothing back from the buyer even though they have been leaving feedback for others, so should have seen messages.

mrssjs

I have had this before (when my lazy husband copies an old listing of his and it has the wrong email address on) - when it goes from pending to not paid, I believe that means that the buyer has cancelled the transaction, not eBay. Therefore they know they haven't paid and I think they are probably now ignoring you!

pickledstar

Check through their account, see if they have left feedback recently or bought anything.. then if they have since you had sent emails you know they are ignoring you, I have had it happen to me a few times throughout ebay life.. I understand we are all humans and can make mistakes, unfortunately not a lot of people are the same!

ACS1983

Thanks for your responses. Yeah, I think you're right and they're definitely ignoring us as they have left others feedback in the last couple of days. Can't say I blame them really as I guess if you've never come across this issue before you might think its strange to have someone asking for your paypal address! I'm just not sure whether to cancel the sale or open a NPB case (which seems harsh). What happens if you just completely leave a sale and don't take any action?