eBay order cancelled and refused refund - I am upset.

savergrant

It might be worth asking the seller for a screenshot of the order as they see it. If the refund has got as far as being refused by the payment card it's likely the seller sees the item as refunded.

What does your purchase history show?

AssemblyGMX

https://forums.moneysavingexpert.com/discussion/comment/81873004#Comment_81873004

It shows two transactions, thanks soolin: The first on 28 January - cancellation failed and, after the seller relisted it, on 2 February - delivered.

The order numbers/codes were different for the two orders but the same item details.

AssemblyGMX

https://forums.moneysavingexpert.com/discussion/comment/81873115#Comment_81873115

Thanks born_again. The first order had a problem with delivery address (turned out that click and collect was not available at local store) and the seller cancelled the order - but I had paid by then and refund was pending. I did not cancel it - I offered to change delivery to my home address but the seller cancelled it.

The two orders had different order numbers/codes.

A few days later the seller notified me that it was relisted and I bought it - and paid again. This time it was tracked and delivered safely by Royal mail to my home address.

The email from eBay refusing refund for the 28 January cancelled by seller transaction was unexpected.

AssemblyGMX

https://forums.moneysavingexpert.com/discussion/comment/81873545#Comment_81873545

I didn't ask for a screen shot, savergrant, but the seller sent a screenshot - for the one which was delivered - not for the one she cancelled.

I really appreciate all the helpful replies and I'll post again when I hear the outcome. e Bay gave no reason - just what was in the email as above and refund cancelled. It was no longer marked as pending. Any more thoughts will be welcome, thank you.

savergrant

Check "purchases" on your eBay home screen and see what the status says now. Ask the seller to check their "orders" and do the same. If the cancellation has been cancelled the item should be showing as "on its way - running late" and you may need to report it as "item not received".

Contact your card issuer and say you are expecting a refund but that the merchant was unable to issue it to your card.

goodfella66

As a seller, she would be able to see if the order has been refunded or not by going on to the order details of the original order. When it happened to me I had a big red banner across the top stating that the cancellation had a problem and didn't go through and please post the item now as it is delayed. All she has to do then is just process a normal refund using "other reasons" as the reason.

AssemblyGMX

I think the seller, having received the same email from eBay advising me to contact my card provider, is leaaving it at that. My card provider is treating it as not received. The seller said that only one of the two card payments I have made, and are cleared in my credit card account, is in her Wallet.

I'm disappointed in the way eBay are dealing with this. The card provider has the correct order number for the first transaction(item not received) which the seller cancelled. Athough the seller cancelled, eBay would not process saying there was an issue with the refund. The payment had already been cleared and eBay gave no reason to the seller or to me regarding the nature of the issue.

The second order has a different number and I hope this does not cause confusion.

savergrant

What does 'purchases' show? If the order hasn't cancelled it should now be overdue and you should report it not received.

I'm confused about what happened, you say you chose collect from store but then found your local store no longer offered this....how and when did you discover this? Which courier was being used and had the seller uploaded a label?

AssemblyGMX

II apologize for not being as articulate as I would like to be, and thank you for replying, savergrant:

My eBay purchases show: Order number (e.g. xxx123, Order date 28 January) - Order cancellation failed. Although I had paid by then, the seller had not posted the item.

It also shows (different order number, (e.g. xxx456, Order date 02 February), the identical item marked Delivered.

For the first order (28 January) I had asked the seller to post click and collect to my local store. I could not find this option to choose and the seller asked me to change the delivery address to the address of my local store and I did that. I changed the delivery address from my home address in my eBay account to the address of my local store and let the seller know. All this is recorded in my eBay messages.

I then found out that this store did not accept deliveries from eBay and I let the seller know immediately. The seller told me she h cancelled the order but I had paid by then. This is the payment I would like refunded.

I am sorry this is such a long post.

The seller contacted me a few days later to say the item was relisted if I was interested.

I clicked to buy straight away and, believing that the first order (different order number) was cancelled by the seller I paid again, this second order was for the identical item, was tracked, Royal Mail, and arrived on 04 February. So I paid twice for this item but two different eBay order numbers.

I was concerned when eBay sent me an email on 05 February saying THIS (the 28 January 2026 one) wasn't cancelled. It went on to say that the seller attempted to cancel but there was an issue with the refund. "Please contact your financial institution to address the issue".

The seller said she received the same message from eBay.

II contated my credit card provider, as advised by eBay, because two seprate payments for identical amounts had been approved and taken from my credit card.

Please bear with me as I have almost finished this long post now.

My card provider is going to try to have the first payment reversed but made it clear that eBay could ask for it to be paid back to them again.

IIf this happens I would be paying twice for the one item I received. I hope all this makes sense. Thank you for reading this long post and any opinion will be greatly appreciated.

Thank you very much.

savergrant

So when you went to pay for the original item you chose collect from store but couldn't see your local store listed. How did you add their address? This may be what caused the problem with the refund, if it looks like you have changed your address (possibly twice in a short time). It's an ebay security issue rather than a problem with your card.

What options so you see if you view the order? If the cancellation didn't go through it should still be saying 'on its way' and you can report it as not received.