eBay order cancelled and refused refund - I am upset.

savergrant

When you look at 'purchases' what do you see above the first order? Do you have three dots in the top right corner above the title? Can you click on the title?

All of these should give you more options/information. If you click on the graphic of a head and shoulders can you see your ebay balance?

AssemblyGMX

I have done my best to follow the instructions, savergrant but I don't think I am doing well with this:

Re: When you look at 'purchases' what do you see above the firstorder? Do you have three dots in the top right corner above thetitle? Can you click on the title? I did not see three dots in the top right corner above the title.

In "My eBay", Purchase History I cannot see my eBay balance. Purchase History says "Order cancelled. On clicking it says "Issue with buyer's delivery address" For the first time, this morning I saw/noticed that I could click for details:

"The seller attempted to cancel this order, but there was an issue with the refund. If you don’t receive it by the estimated delivery date, please report that the item hasn’t arrived.” I did not see (or know where to look) to find this before your message, savergrant. Lack of knowledge on my part - also the seller had told me that she had cancelled the order and that the payment would be with me. I did not understand that I should have been doing anything more.

Also the tracking stopped and I thought that meant that the seller had cancelled the order and (wrongly I now know) that the refund really was already on its way.

The email eBay sent me clearly advised me to contact my card provider. This came into my email address inbox and I did not have to search anything in my eBay account to find it.

I realize, more than ever now, that I had no idea what I should have been doing. The seller cancelled the order, told me Iwould be receiving the refund then eBay sent the email advising me to contact my card provider." ("from eBay by email: Theseller 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 should have been more vigilant but I hope, one way or another, the refund will come to fruition.

Re: All of these should give you more options/information. If you click on the graphic of a head and shoulders can you see your ebay balance?' I could not see a balance.

I have, too late, learned a lot as a result of this event and the help has come from this Forum, thank you.

I will post once I hear the final decision from my card provider as to whether or not the refund will be confirmed.

I have not been good at coping and I'll be grateful once it is over. You have been extremely helpful, savergrant, and have given a lot of time to help me. Thank you +++.

savergrant

That strongly suggests that ebay instructed the seller to post the item to you. There should somewhere be an option to report a problem "I didn't get my item". The seller will then be asked to provide ebay with tracking. Innocently or not the seller may try to provide tracking for the replacement item but hopefully ebay will not accept it as that tracking number will be in its system. The seller could try to claim "both items" were posted together but hopefully ebay will not accept this either. The other thing that would worry me is the seller could post a valueless parcel to the shop address on the basis that it will either be refused or not get collected (as you wouldn't know about it), but I guess if they were an opportunist they would have already put the tracking in.

"there was an issue with the refund. If you don’t receive it by the estimated delivery date, please report that the item hasn’t arrived."

AssemblyGMX

That is realistic but very scary, savergrant. I'm sorry I'm a bit worn out. Maybe I am too hopeful but there is a full record in "My eBay" messages, including the seller contacting me to say that she had relisted the item if I was interested - same item but different eBay order number.

IF my credit card provider (Mastercard) can't confirm the refund within 30 days it will be a lesson 'hard' learned and, at least, it will be over. Your insight is really helpful. I'm sure a lot of folk are losing much more money than I am at risk of losing here.

It would upsetting but, on the scale of things, I suppose it could be a lot worse. Many thanks.

(As se2020 suggested in their reply - I'm trying not to be so stressed about it and "Calm down.")

soolin

I’m sorry but it is quite difficult to assist in what should be a simple matter, I would echo my earlier comment about a friend or relative actually looking at your account and helping you.

Your situation is unusual, it should be near impossible to lose money in the scenario you have described, the eBay buyer guarantee is a very strong tool , but I’m struggling, as are some of the others, to usefully describe the process for you.

My question still remains though, do you see both transactions in your purchase history ? lastly what timing are you talking about here as on eBay there are time frames.

savergrant

https://forums.moneysavingexpert.com/discussion/comment/81885297#Comment_81885297

"Order date 28 Jauary 2026" (sic)

In the original post, but right at the bottom

I find it really difficult because I rarely buy on ebay and have no recent orders.

AssemblyGMX

Thanks soolin. I don't have anyone who could help me. I hope I am answering adequately. I am worn out and, if my answer is not adequate, please let me know.

Both orders are in my purchase history and have different order numbers - identical item.

The first one says 28 January - "Order cancellation failed."

First order was 28 January, payment made then, as explained, cancelled by the seller.

The second order dated 02 February and paid, marked delivered on 04 February - different tracking number and tracking completed to delivery.

The first item tracking did not complete. The seller said she had not posted the item.

As I mentioned - everything is recorded in my eBay messages and the message from eBay advising me to contact my card provider came directly to my own email inbox. It referenced the first order number and clearly advised me to contact my card provider.

i'm sorry I did not follow what I now see is the correct procedure. The seller said the payment should be with me and this did not happen. She subsequently said she had not disputed th payment and, again, that it should be with me.

This did not happen and I followed email advice from eBay and contacted my card providder.

Thank you for replying.

AssemblyGMX

https://forums.moneysavingexpert.com/discussion/comment/81885320#Comment_81885320

https://forums.moneysavingexpert.com/discussion/comment/81885320#Comment_81885320

I should have said: "I rarely buy 'now''" Apologies.

savergrant

Try following this link on a device where you are logged in to ebay;

https://www.ebay.co.uk/help/contact?type=ContactUs&topicId=4379&l1label=Buying

Hopefully you will see both orders in the buying history, select the older one and report you haven't received it.

Ebay CAN read all your messages but generally they just use AI to scan them for any policy infringements.

soolin

https://forums.moneysavingexpert.com/discussion/comment/81885529#Comment_81885529

^^^^ This ……

if both orders show use the drop down menu by the rider to report item has not arrived. Do it quickly as you’ve only got a week or so left to open the case.