eBay order cancelled and refused refund - I am upset.

AssemblyGMX · 6 February at 6:50AM

I'll do my best to be brief, and thank you very much for any help. This has never happened to me before and I am upset about it.

I ordered an item on eBay, paid for it and there was a mistake about the delivery address. I contacted the seller immediately and she told me she had not posted the item and she cancelled the order. I expected a refund to my credit card within 7 working days.

Within a few days I received a message from the seller saying she had relisted the item. I ordered the item and, thinking that the refund would be back in my account within 7 working days, I paid again. This order went through to the correct delivery address which I provided and it arrived safely. Now two payments are being taken from my credit card and the cancelled order amount is now not being refunded.

The refund for the first order was "pending" and yesterday, at 2340 hours, I was upset to receive an email from eBay:

"This order wasn't cancelled"

Hi Cxxxxxxxx,

The seller attempted to cancel this order, but there was an issue with the refund. Please contact your financial institution to address this issue.

View your order details for the latest order status."

I logged into my eBay account and the only explanation was "Order cancellation failed. Order date 28 Jauary 2026."

I thought that where there was a refund eBay themselves arranged it and I don't understand why I am being asked to contact my financial instituation to address the issue.

Just before writing this I sent a polite message on eBay to the seller expressing my concern .I don't want to be long winded but I will be pleased to provide more details if necessary.

As soon as possible, at 8 a.m. I will 'phone my Credit Card Provider but I will be really grateful to hear your thoughts about this. The amount (just under £50) has already been taken from my credit card balance as paid to eBay.

marcia_ · 6 February at 6:55AM

https://forums.moneysavingexpert.com/discussion/6654125/ebay-order-cancelled-and-refused-refund-i-am-upset

contact your bank and request a chargeback

AssemblyGMX · 6 February at 6:56AM

Thank you very much for replying, Marcia. The payment was from the method I had saved on eBay: A Mastercard Credit Card. Do you think that will make a difference?

marcia_ · 6 February at 6:58AM

https://forums.moneysavingexpert.com/discussion/comment/81872628#Comment_81872628

shouldn't make a difference.

AssemblyGMX · 6 February at 7:00AM

I really appreciate your reply, marcia_, and I will post an update after I contact my Credit Card provider when open at 8 a.m.

goodfella66 · 6 February at 8:57AM

I think Ebay had problems on 28th January cancelling orders as I had a buyer cancel an order on that date and I processed it like normal and now, a week later, as a seller I had the same message. I have now processed via a normal refund.

I wouldn't be too hard on the seller as, like me, he would have had no idea until now that there was a problem. Ebay's solution to me was wait for the buyer to open an item not received case and refund from there but I just processed a normal refund.

AssemblyGMX · 6 February at 11:09AM

That is very helpful, and good to know, thank you goodfella66.

The seller is going to look into it at her end as she has received the same message. She did not say anything about "processing via a normal refund" but she said there was only one payment in her eBay Wallet - not two although I have had two payments taken.

Meantime, having contacted my credit card provider, as advised in the email from eBay, and, never having had to do this before it really was quite gruelling, I gave the required details and I think the "duplicated" payment is going to be disputed/reversed and paid back to my card. I was told it could be taken back again - so it is still uncertain.

Thank you also to marcia_.

If anyone else has experienced this I would be interested to know, thank you.

goodfella66 · 6 February at 11:39AM

I find it quite astonishing that Ebay told you to contact your financial institute rather than contact the seller. This sums up the decline in Ebay nowadays.

Without wishing to sound like an old fart, but in the early days Ebay was built on trust and communication. Different CEO's have come on and have eroded the trust due to their paranoid implemented rules and communication is nowadays virtually non-existent (even from Ebay themselves).