eBay order cancelled and refused refund - I am upset.

AssemblyGMX

Thanks very much, savergrant. When I could not see my local store to click and collect I let the seller know. She asked me to change the delivery address and I went to my delivery details, keyed in the local shop name and address, saved it. I then had two delivery addresses: My home address and the new local shop one. I ticked to choose the local shop one for delivery and let the seller know - she printed a label.

After this, as soon as I learned that my local shop did not accept eBay deliveries, I contacted the seller immediately. Although the seller had not posted the item, she did not change the delivery, as I hoped, to my home address, she cancelled the order. (As mentioned above, the refund, which was pending on my eBay account,was changed to cancelled but the payment had cleared on my credit card account.)

I did as eBay advised in their email* and contacted my credit card provider. Any refund, I have been told, is temporary and can be taken back if eBay dispute it. "

I did as eBay advised in their email* they sent me which was headed in bold, like this:

"This order wasn't cancelled"

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

I just logged in to eBay and checked my purchases again: The order is listed (I checked the order number) as:

"Order cancellation failed Order date:28 Jan, 2026 Order total:£xx.xx Order number:xxxxxxxxxx".

It does not say 'on its way' So one payment was taken for the cancelled order and another for the second order.

The second listing, when the seller relisted it (it has a different order number) was paid and is listed,correctly, as 'delivered' and it came by Royal Mail Tracked Delivery. So I paid for both the one which the seller cancelled and the relisted one with the different order number.

Thank you for the time you are giving to help with this and I really appreciate being listened to. On the scale of things it is not huge (a bit under £50) but I have been quite upset about it.

savergrant

"I just logged in to eBay and checked my purchases again: The order is listed (I checked the order number) as:

"Order cancellation failed Order date:28 Jan, 2026 Order total:£xx.xx Order number:xxxxxxxxxx"."

If you select order details what options do you have? I rarely buy on ebay so I have no purchases within their return window at the moment, however I did have to report an INR about 6 months ago.

I have to say as an ebay seller that I wouldn't post to a different address to the one on the sales order screen and would have cancelled the sale in their shoes, and since almost all private listings are now simple delivery where ebay provides the address to the courier and the seller doesn't even see it until the label is printed it wouldn't be possible to do so, except by buying a second postage label.

AssemblyGMX

Thanks savergrant.

I logged in again and in 'Order details' it says: Paid 28 January, tracking provided then the arrow to track goes nowhere - it just stops.

Before tapping 'Order details' under purchases it says 'Cancel failed.'

I appreciate the time you have given. I don't understand why eBay can take payment for an order the seller cancelled, then fail the cancellation and refer me to my card provider to attend to it.

I'll be relieved when this is sorted and will close my eBay account permanently.

Until now my record as a buyer (I have never sold on eBay) has been perfect and I have now lost confidence in the system.

I did my best and it is very disappointing.

The seller says she has only received one payment in her wallet so, since both payments were confirmed and taken from my credit card I don't know what eBay are doing with my payment they received for the failed cancelled order.

I don't have any motivation or the heart to go back to the seller to ask which order she has been paid for or more questions. I really believe that she does not understand why this has happened either.

I have learned a lesson. Thank you, again, savergrant and the others who have also been kind enough to reply.

soolin

As above, just use the drop down menu to report the item hasn’t arrived. Seller can then cancel at no fault to either of you.

AssemblyGMX

Thank you Soolin. I received an eBay email from the seller just an hour or so ago saying that she had accepted the dispute and thre money should be back with me.

Although I don't understand the eBay email referring me to my card provider to deal with it, I am very pleased as it looks as if it will be fully resolved soon.

Thank you, again, to everyone who has helped.

AssemblyGMX

I was too optimistic and accepted, in good faith, the message from the seller to say that she had accepted the dispute and that the money should be back with me. That message came on 09 February at 14:18 hours in my eBay messages..

At 12:59 hours - just now - I received a message from my Credit Card Provider to say: "eBay has challenged your payment dispute. …" They told me eBay had 30 days to respond but were very quick off the mark to contradict what the seller said and have challenged the payment dispute.

I am trying not to let this get me down but I am upset and can hardly believe how much (I feel) I am being messed about. It is really frustrating.

Do I have to accept being treated like this? Everything, including the correct order details, is on record but it does not seem to make sense.

Any help or opinions will be greatly appreciated.

se2020

The reason ebay are challenging the dispute (and why they told you to contact the card provider) is this,

You paid by card using your home address that the card is registered too.

You then changed the delivery address to a shop.

The seller then printed the label (which automatically added a tracking number to the order)

You then asked to change the address again.

The seller would not have been able to change the address at this point as the ebay system won't let them. The seller never even sees your address until they print the label so they would not even have your home address. They also have to pay for the label they just printed off and already have one long winded form to fill in to get a refund for that label if it's not used.

So the seller, correctly, cancelled the transaction and told you to re-order with the correct address.

At this point, the cancellation will have automatically initiated a refund via eBay.

ebay have processed the refund at their end BUT your card issuer has blocked this refund because it is showing the address of the shop not your home address. This is a common fraud protection block.

So, what you actually needed to do is contact the card issuer (who will have your finds Sat in a holding account) and explain you have a pending refund. They will want you to provide the address of the shop. They will then release the refund.

The reason ebay have objected to the chargeback is because they have already released the funds to your card provider you just need to claim them.

Normally, with a 'held' refund like this, the card provider releases it after 30 days (if neither the seller or buyer has raised a dispute)

I'm not sure what will happen now a dispute has been raised, I think you'll end up having to call the card provider, see if the refund is pending/held, and try and get that released at the same time as closing the dispute you opened?

AssemblyGMX

Thank you for replying, se2020.

I'm afraid the account outlined in your reply is not quite accurate and I'll do my best to explain:

The reason ebay are challenging the dispute (and why they told you to contact the card provider) is this,

RE: You paid by card using your home address that the card is registered too. Yes that is correct.

RE:You then changed the delivery address to a shop. - After paying, I contacted the seller to say that I could not see where to select click and collect at my local shop.

The seller herself advised me to change the address from my home address to the address of my local shop. I did this.

As soon as I realized that the shop did not accept eBay deliveries I contacted the seller immediately. The seller said she had not posted the item and she cancelled the order. I did not cancel the order. I expected a refund.

RE: The seller then printed the label (which automatically added a tracking number to the order) The order which the seller cancelled did not track to delivery to my local store at any time and, of course, did not track to my home address because the seller cancelled the order.

RE: You then asked to change the address again. No. The seller cancelled the order. All this is documented in my eBay messages. I did what the seller told me to do.

RE: The seller would not have been able to change the address at this point as the ebay system won't let them.

I followed the instruction of the seller to change the delivery address from my local shop to my home address but the seller cancelled the order.

RE: The seller never even sees your address until they print the label so they would not even have your home address. They also have to pay for the label they just printed off and already have one long winded form to fill in to get a refund for that label if it's not used.

I have never sold anything on eBay and I acted in good faith by following the seller's instructions.

RE: So the seller, correctly, cancelled the transaction and told you to re-order with the correct address.

No. After the seller cancelled I expected a refund. This did not happen.

RE: At this point, the cancellation will have automatically initiated a refund via eBay.

This did not happen and eBay advised me to contact my card provider. (Please see further details as above and eBay refused to cancel the order.).

RE: ebay have processed the refund at their end BUT your card issuer has blocked this refund because it is showing the address of the shop not your home address. This is a common fraud protection block.

No, this definitely did not happen. My card issuer knew nothing about this until I, as advised by eBay, contacted them.

RE: So, what you actually needed to do is contact the card issuer (who will have your finds Sat in a holding account) and explain you have a pending refund. They will want you to provide the address of the shop. They will then release the refund.

NO, this is definitely not the case, as has been confirmed to me by my credit card provider. The seller sent me a message and said that she had accepted the dispute and the money should be back with me.

RE: The reason ebay have objected to the chargeback is because they have already released the funds to your card provider you just need to claim them.

No this was never initiated and up to and including today, has not happened. I am waiting for my card provider to pursue this because eBay have disputed the refund although the seller has sent a messsge to say that she has not disputed it.

RE: Normally, with a 'held' refund like this, the card provider releases it after 30 days (if neither the seller or buyer has raised a dispute) Confirmed today: My card provider does not have a refund from eBay. eBay has disputed the refund.

RE: I'm not sure what will happen now a dispute has been raised, I think you'll end up having to call the card provider, see if the refund is pending/held, and try and get that released at the same time as closing the dispute you opened?

I only opened the dispute because eBay advised me to contact my card provider - I followed eBay's instructions.

To put all this in context, and thank you very much for replying, se2020: A few days after the first order which the seller cancelled, I received a message from her on eBay saying that she had relisted the item if I was interested. At this point I was expecting a refund for the cancelled order. This refund has never come to fruition although the seller said that she had not disputed it and it should be with me.

In good faith, on 02 February I ordered the item which had been relisted - the same item but with a different eBay order number from the first listing.

I paid again, the item tracked successfully Royal Mail and is correctly listed as delivered.

I hope you understand. I am disappointed to be feeling as if I am being messed about. I followed the instructions as provided by the seller and I acted in good faith in doing what eBay asked me to do. It is recorded in my eBay messages and/or email.

Why would the seller say she had not disputed it when, according to eBay themselves, it has been disputed. I have paid twice and received only one item - the second order from when the item was relisted.

Please let me know if my answers explain things adequately. The communications are outlined in my eBay messages. The failed tracking for the first order and the successful tracking for the second listing. Two different order numbers.

I really have done my best

Does what I have done my best to explain make sense, se2020? .

Please let me know.

soolin

Is the INR still open? IT should be, but I worry that by going to the card company so quickly eBay have just cancelled the claim. It used the be the case that if more than one claim was opened for the same payment, (in the old days that would have been in both eBay and PayPal) eBay took umbrage and just let the other party sort it out.

I fear there is a chance your course of action might have caused the issue here.

AssemblyGMX

Thank you soolin. I don't understand what you mean but I really am out of my depth. I don't know what an INR is. I followed the instructions given by the seller and I did what eBay contacted me and asked me to do.

I apologize but I don't know what more I could have done. I have paid for two items, different order numbers and received only one.

I am not experienced, having never been in this position before, and if you are able to tell me Re:

"I fear there is a chance your course of action might have caused the issue here." What this means, it may help me to understand.

What have I done other than do exactly what the seller and eBay advised?

It does not seem "right" if I have to pay twice and only receive one item. Where is the payment not being refunded to me likely to go, please - I think it is harsh if I am paying double the amount and receiving only one item?

I don't mean to be ungracious but something here does not sound at all fair. It feels as if I am being penalised/punished for doing what I was advised and told to do. What do you think?