eBay order cancelled and refused refund - I am upset.

se2020

Firstly, calm down. This is purely a technical issue. Neither the seller or eBay are trying to penalise you in any way.

Second, I don't think either you or the seller have done anything wrong. This is a known issue with credit card refunds when the bank flags up a discrepancy (in this case, the delivery address not matching the address on the card)

You WILL get the money back (eventually). As it is marked as a cancellation any interest you are charged will also be refunded.

Next thing, forget about the 2nd transaction. This payment was successful and you have received the item. That transaction is now done, complete, and irrelevant.

Your only issue is you paid for an order (the first one, that order was cancelled, you have not yet received the refund.

Telling ebay or the card company about the second order is only going to complicate things. Especially if you tell them you have received the very same item you are disputing.

Obviously both you and the seller know these are both the same item but nobody else is actually going to look at the listings. The first order has a unique order number so only address that one.

I don't see anything to suggest the seller has disputed anything. In fact there is proof the seller has issued a refund as ebay have sent you the email to say that refund has failed.

There are 3 parties involved in this transaction.

You pay the money (via card) to ebay.

Ebay pass the money onto the seller.

When it's cancelled the seller sends the money back to ebay and ebay send it back to you.

The seller must have sent the money back to ebay as its not possible for them to cancel a transaction without sending it. (and you have confirmation the order was cancelled)

Ebay have then refunded the money to your credit card and (as I explained previously) its stopped at that point.

Now you have instructed the card company to do a chargeback so they have requested a return of the funds they sent to ebay. Nobody at ebay is actually dealing with this as a real person. It is an automated system all run by computer. The computer can see that the payment releated to the chargeback has already been refunded (by them, you don't have it yet) so the computer has automatically disputed this chargeback. (Nothing at all to do with the seler)

When the ebay computer had objected to the chargeback they will have had to provide a reason for the objection and they will have given the reason that its already been refunded and the reference number. Either the card companies computer will link the 2 and sort it out automatically or it will get passed to a real person to look at. If they can't easily see what's happened they'll contact you.

If they do, don't mention the 2nd item. You just say you ordered an item on ebay using a collection point address then asked the seller to cancel the order and some sort of technical glitch has stopped the refund coming through.

Adding any more details that that is just going to cause confusion and delay.

savergrant

https://forums.moneysavingexpert.com/discussion/comment/81881677#Comment_81881677

Apart from buying the item again (after the seller relisted it), OP has done exactly as advised by ebay (to contact the card issuer after the cancellation failed)

My concern is to what ebay think happened after the cancellation failed, ie that op received the item or that the card issuer credited the payment.

savergrant

INR is short for Item Not Received which is an ebay code for reporting a problem. The other main problem code is '(Significantly/ Item) Not as Described' (SNAD or INAD)

AssemblyGMX

Yes I have found this quite unsettling and it has unnerved me. What you have described makes sense. The seller told me (and I believe her) that she has only received one payment in her Wallet and has not disputed the refund.

It is helpful and interesting to hear that no "human" in eBay is involved - all automated. Thank you both, se2020 and savergrant, (also soolin and others) for much appreciated replies.

It might take a while, up to 30 days, but I'll post back once this is sorted.

soolin

INR - item not received.

Earlier in the thread I read it that both sales still showed when you looked at your purchase page and that a claim for the missing one had been opened as an INR claim. That would have been the simplest way to deal with this if both still showed as purchases as the eBay guarantee would have kicked in and you’d have got an automatic refund when item never showed as delivered.

Unfortunately as you have found out to your cost eBay customer services are terrible at giving the wrong information, and the suggestion on this thread that reinforced that didn’t help. Going to a bank should be the last resort, not the first. However I wonder if there was a little misunderstanding as well as ‘checking’ your bank account would have been a more realistic suggestion as refunds aren’t always instant and can take a while to show.

It’s hard to be clearer but if you look at your purchase page do you see both transactions? If so did you ever start any claim through the drop down menu on the basis that item hadn’t arrived?

Trying to phrase this bit politely but do you have a friend or relative who uses eBay and could help you follow this process , some in person help might be needed if you are getting confused by suggestions on here. They would also be able to see the current state of the transactions which would make helping you much easier .

AssemblyGMX

Thanks very much soolin. This is digressing, on my part. I'm getting older and now realize that I don't cope as well as I did when I was younger. I have been going round in circles with this eBay problem and help on this forum has been invaluable.

This is my summing up. I did what the seller suggested and manually changed the delivery address to my local shop when I could not see a click and collect option. Now I think that was the wrong thing to do. When I told the seller, as soon as I found out (having already paid for the item) she cancelled the order. I expected the refund to be a smooth process but eBay refused the seller's request to cancel but this only came to light after the seller advised me that she had relisted the item if I was interested.

II paid for the (same item, different order number) item a second time and the second order tracked Royal Mail and arrived safely at my home address.

I wonder if, stupidly, when eBay told me they had refused (the first order seller cancellation and seller request to refund me) I followed eBay's clear instruction to contact my credit card provider. My Credit Card Provider is now (I hope) dealing with it although they have told me that eBay have disputed the refund request. The seller said she did not dispute the refund. Thankfully all of this is documented in my eBay messages.

I'm quite weary but I do believe the seller, like me, acted in good faith. We both seem to have not followed the correct or ideal procedure. It has become 'a mess' and eBay have, I believe, not behaved in a good manner. Once this is settled I'll never use eBay again and will completely close my, very longstanding account with perfect buyer feedback eBay record. I have never sold anything on eBay.

Although I trust my Credit Card provider I am now nervous about using it again.

II don't have anyone to sort this out for me but, of course, this Forum has helped a great deal and the Credit Card staff seem to be understanding. I should hear within 30 days.

Thank you, again.

savergrant

What kind of device do you use to access ebay on?

If it's a phone or tablet can you take a screenshot and post it here like this;

This is in my purchase history and shows an item which was never sent and the item I bought instead. Unfortunately it's beyond 30 days so there aren't any options to view.

AssemblyGMX

Thanks savergrant.

Although I have a smartphone I don't really use the smart features much - the screen is too small for my fingers and my eyes.

I get on much better with my laptop and, although I am not really good with technology, I'm better than I used to be. Some time ago I attended a course at the local library called: "Computing for the terrified." We were a small class of all oldies and it was a great course for complete beginners

I hope your refund process was straightforward.

savergrant

Without seeing what you can see (and what the seller can see) it's hard for anyone to gauge what ebay are doing.

Ebay could be waiting for the seller to post the item, they could think the seller has posted the item, they could be holding funds in your eBay balance...no-one can know for sure, it's all guesswork.

It is complicated by you then buying the same item again (presumably for the same price and using the same method of payment)

AssemblyGMX

I understand, thanks savergrant.

The seller said she had not disputed the refund. Yes, when the seller relisted it I bought it, believing that the refund from the seller's cancellation was on its way back to my credit card, and paid the identical amount using the same credit card. The second listing had a different order number.

The relisted item/order number tracked to delivery safely.

The first order with the different order number did not track to delivery at all and payment for this one is the one I hope to receive.

Although it has not happened (and all this is documented in my eBay messsges) the seller said it should be reurned to me. Maybe eBay are unaware of these messages including the one where she ssys she has not disputed the refund.