eBay order cancelled and refused refund - I am upset.

AssemblyGMX

Thank you very much. I did as you said, both items were there, and I clicked on the correct one which was not delivered. This notice came up with an emboldened heading:

"You can’t open a request for this item

You can't file this request because you already filed a dispute for this order with your payment institution."

Previously I did what eBay themselves, by email, told me to do when the cancellation failed, and contacted my credit card provider, Mastercard. I hope eBay read all the messages.

Going back to "earlier" post - my credit card provider said that eBay had disputed the refund (the seller said she did not dispute the refund) and I should hear within 30 days.

I'll post again as soon as I hear anything more. Many thanks.

savergrant

So long as there is no tracking suggesting the item is delivered ebay will issue a refund. The problem comes if there is still a discrepancy over the address but it sounds like your credit card provider is aware.

soolin

https://forums.moneysavingexpert.com/discussion/comment/81885826#Comment_81885826

unfortunately it is as mentioned in an earlier post, eBay will no longer deal with any claim if a buyer bypasses their system and goes straight to the bank. I feared this would happen.

Unless the bank can get the refund now, I suspect it is the end of the line for the OP as far as a refund is concerned.

ebayCS can be absolutely appalling, again though as I said earlier I wonder if there is an element of misunderstanding. It would have been entirely reasonable to have a suggestion to approach your bank to see if any refund was pending, and I wonder if that was what was meant, not start a full blown chargeback. However it’s also possible eBay CS are up to their usual tricks of having absolutely no idea how eBay actually works.

savergrant

I guess ebay's advice to 'contact the card provider' was a bit woolly. Ebay could have needed the cardholder to.confirm (the wrong) address, but instead OP has been taken down the 'charged twice' path. The positive thing is that ebay are recognising the problem relates to the first payment and not the second, which tracks as delivered

AssemblyGMX

I am a bit confused. The seller suggested that, since I could not find a click and collect link, I should change the delivery address to my local store and I did this.

It was eBay themselves who told me to contact my card provider.

Can eBay seriously keep the payment when it can be seen from my messages that, although ill advised and lacking knowledge, I did what I was advised to do by both the seller and by eBay?

When changing the delivery address manually keying it in I included 'Click and Collect.'

I am coming round to accepting that the first payment won't be returned to me.

Twice the seller has said that the payment was being returned to me and twice this did not happen. Where would my payment for the first order go?

Thank you for your replies.

savergrant

They did tell you, because they weren't able to send the refund to your card. The problem is that things have been confused by the second purchase and your credit card provider has now basically accused ebay of presenting a payment request twice. Because it was a credit card purchase ebay needs to return the funds to the card, otherwise it could be considered a cash advance. The seller should not have advised you to manually enter the shop address as that isn't how collect at store works.

I'm not entirely sure what happened with the second refund attempt, if you didn't report it to ebay it sounds as though your credit card did. Is the credit card company aware of the incorrect address issue? If so it should go through once ebay are sure that you paid, haven't received the item, and haven't already had a refund.

soolin

https://forums.moneysavingexpert.com/discussion/comment/81886011#Comment_81886011

As per all my previous replies, the eBay guarantee would have covered you against this. However opening a chargeback means eBay will no longer assist you.

AssemblyGMX

I hope the evidence that there are two different order numbers, the refund request is only for the first order and the content of the message history show what happened and help to clarify things.

It has become quite a mess and I accept responsibility for, in the first place, not knowing the correct procedure to follow.

I am not cheating or trying to obtain a refund I am not entitled to.

Thank you both so much.