topic Re: Can't cancel and order? Please help in Technical Issues

Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 11:44:46 GMT

Hoping somebody can help. I've been selling on ebay for 18 years and today I'm having trouble.

I sold an item and was about to post but noticed buyer didn't pay for postage and instead selected "free pick up" but he lives interstate! So no postage paid. This has not happened in all my time on ebay.. weird.. so

I contacted ebay chat but they didn't know what to advise and couldn't tell if I had added postage or not, so I requested via chat for them to call me. The chat agent couldn't send me a link with a request for ebay to call me back. I eventually worked out that the only way you can find the call back feature is if you "pretend" to want to "open a new ebay account". Forget loyal customers like me who have stuck with ebay for 18 years, they only want to speak to "new customers" and help them.

Anyway to cut a long story short I managed to get ebay to call me back pretending I was a new customer wanting to open an account! The first customer support agent suggested I message buyer explain they didn't pay for post, cancel their transaction suggest they purchase again but to select correct post. So I messaged buyer, told them I would be cancelling transaction and suggested they purchase again and pay correct postage amount if they wish. Well... Ebay didn't allow me to cancel transaction, just comes up with message the automated message on another ebay page saying " Well that didn't go as planned".! go back to home page ... arghh please help ebay not allowing me to cancel a transaction, awful experience for buyer, incidently I have not heard a thing from buyer which is also odd! Please help or suggest what it may be, as to make matters worse, I called ebay again, they gave me a reference number and promised to call me back, and they never did!

Re: Can't cancel and order? Please help

padi*0409 — Mon, 11 Jul 2022 11:50:56 GMT

You may have a log-in loop happening, clear cache and cookies then reboot your computer, or try a different browser.

You should then be able to cancel the transaction using "problem with buyers address".

Re: Can't cancel and order? Please help

jellybirddesigns — Mon, 11 Jul 2022 11:53:21 GMT

Customer service are pretty useless. I wouldn't count on them for much, tbh.

Try using a different browser - you should be able to cancel, so not sure why it it giving you problems.

It's possible the buyer has someone who lives close to you and can collect it, so don't discount the possibility just because they live interstate.

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 12:12:08 GMT

I cleared cache, logged out and back in again, also tried to cancel another transaction and it gave me the option, it's only this particular transaction that is not allowing me to cancel, it doesn't give me the option when I select "cancel order" it keeps looping back to this page, see screenshot below.Ebay won't allow me to cancel this transaction despite buyer not paying postage!

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 12:17:34 GMT

Nope buyer selected to pick up from their local Newsagent parcel pick up point in their state. So one of either 2 scenarios.. 1) they thought they could select free local pick up and specify a local newsagent without paying any postage 2) inadvertently selected free local pick up when they meant pick up from their local newsgency pick up location. who knows.. but either way, even Ebay customer support do not know how to fix this and they said they were escalating it to their IT department and promised to call me back 6 hours ago. Customer support agent Tony promised he would and tbh ebay have been over promising and under delivering lately.

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 12:18:48 GMT

oh and it doesn't give me the option to select problem with a buyers address, page doesn't get that far once I click "cancel order" just loops to the problem page i attached here..

Re: Can't cancel and order? Please help

padi*0409 — Mon, 11 Jul 2022 12:21:53 GMT

Hmmm, that's strange, maybe the solution would be to calculate the postage then email the buyer your Paypal address and get them to pay the postage that way.

Re: Can't cancel and order? Please help

gutterpunkz05 — Mon, 11 Jul 2022 12:41:47 GMT

Are you referring to click and collect, which you seem to offer on some of your items. If that is the case and you have been provided with the delivery address, then I would assume the buyer has paid for the delivery.

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 12:52:50 GMT

No sadly buyer has not paid for delivery only for the item.

It's so odd, I've clicked "sell a similar item" on the problem listing to view the original listing specs and this comes up, has anyone seen this?Is this normal?

Re: Can't cancel and order? Please help

i-once-was-bump — Mon, 11 Jul 2022 12:53:39 GMT

I kept getting that message a couple of nights ago when trying to access my ebay to leave feedback.

I would try the cancellation again first thing tomorrow morning.

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 12:54:37 GMT

Yes that's what I was going to do, but buyers get a bit scared when you ask them to make separate payments. I'm hoping the buyer will understand, but it's only for a $35 item, so I'm not pay the post for them, it's tough enough these days without losing money..worse still I'm selling the item for a friend so not making any money!

Re: Can't cancel and order? Please help

gutterpunkz05 — Mon, 11 Jul 2022 12:55:34 GMT

With Click & Collect, your buyers can pick up items they bought from you on eBay from a local Parcelpoint or Hubbed location.

Are you a buyer looking for information on Click & Collect? Read our article on buying with Click & Collect

Buyers will often choose a Click & Collect postage option when they're looking for the convenience of picking up their item from a nearby location, at a time of their choosing, rather than having to wait at home for a delivery.

How to use Click & Collect

We'll automatically offer Click & Collect on your listings if:

You're offering a quick handling time (0-3 days is ideal)
Your item weighs no more than 16kg, and is no bigger than 50 x 41 x 34 cm
Your item isn't classified as dangerous or age-restricted

When a buyer chooses Click & Collect, we automatically update the delivery address to that of their chosen collection point (at a Parcelpoint or Hubbed location). A unique identifier, known as an eCP code, will also be added to the address to make sure your parcel is properly processed.

Simply print your label, making sure the eCP code is clearly visible, and post your package as usual. When it's ready for collection, we'll notify the buyer.

Visit our Seller Centre to find out more about Click & Collect.

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 12:58:25 GMT

ok will do but I'm not hopeful, because I was able to click through to start cancelling another item I have sold, I obviously didn't cancel the unrelated item but it at least gave me the option, it's just this item only that seems to reject the cancellation process... so weird..it's driving me insane..

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 13:00:33 GMT

I don't offer click and collect for any of my items..

Re: Can't cancel and order? Please help

i-once-was-bump — Mon, 11 Jul 2022 13:08:40 GMT

It looks like you do have click and collect in the one listing I looked at.

Re: Can't cancel and order? Please help

gutterpunkz05 — Mon, 11 Jul 2022 13:52:17 GMT

Wrong, your listings show, click and collect as an delivery option. At least the ones that meet the requirements

Re: Can't cancel and order? Please help

davewil1964 — Mon, 11 Jul 2022 14:02:17 GMT

It's not complicated. If a buyer selects and pay for pickup, and they don't pick up, cancel using 'problem with buyer's address'. It will cost you 30c, but that's the rules.

It is not uncommon, nor is it a big issue, nor is it something eBay CS would be able to resolve.

Take the 30c hit, block the 'buyer', relist. Simple.

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 23:46:15 GMT

So does that mean customers who select "click and collect" have free shipping to their state thousands of kms away ? Customer who didn't pay lives interstate and selected a newsagency in their home town and didn't pay postage?

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 23:49:08 GMT

Yes that's what I normally do, just cancel listing, but ebay won't let me cancel it!

It comes up with a message to try again! It's very weird and I do exactly what you do, just block the buyer and move on.. I've seen it all here over 18years but this is different ebay is preventing me from cancelling this transaction..

Re: Can't cancel and order? Please help

sydneyvintagebikes — Mon, 11 Jul 2022 23:51:29 GMT

Maybe I do have click and collect but does that mean buyer gets free shipping?

I don't think this is the issue..I think there's a glitch in my listings..esp if I can't cancel this transaction?