The seller cancelled this order — just confirm that you received a refund. Reply now.

[vlag83]

Hi there,

I purchased a telescope 15 Jun, 2018 from an overseas seller. I paid using my credit card linked to my paypal.

Later that night I called the selling for some advise and decided to cancel the order. I requested cancellation of order over the phone and the seller promptly cancelled the order without any issues. 

I have not received any refund into my paypal or credit card account till date. Last week I called/messaged the seller requesting updates. The seller responsed saying "I have accept/approve/agree on cancellation email from eBay".

I have not received any email from eBay requesting approval or confirmation of any sorts and only messages I have in the purchase history page for the order are

1.  On "Purchase History" page under "Returns and cancelled orders" section

 The seller cancelled this order — just confirm that you received a refund. Reply Now

2. Order details page

Cancellation for this order is pending 

3. Cancel details page

The seller cancelled the order.

Did you pay for this order and receive a refund?

• I didn't pay for this order
• I paid for this order and I received a refund

What is the way forward for me now. 

[digital*ghost]

Ok, in that case the seller would have had to clear their account completely and have no alternative funding source to provide a refund, between your payment arriving and the request for cancellation. (Not saying it's not possible, just unusual, it could be different over there, but on most eBay sites, it is not possible to cancel a paid order without issuing a full refund, so clearly something has gone wrong, I'm just hoping the seller isn't debited twice due to eBay opening a dispute).

[vlag83]

Hi ,

I received a message from the seller 

Seller's message:
"it not fir to open a case. you don´t get the refund, because you don´t close the the return request. We tell you in the 2 phone calls what to do ! Greetings "

Not sure what he mean. Can anyone decode this please. On the phone call he said to "agree" to cancellation request I received from eBay. As I said, I did not receive any email from eBay with such request

[digital*ghost]

It used to be that the buyer had to agree to a mutual cancellation in order for a transaction to be cancelled, but it changed a fair while ago to just the seller authorising it and the buyer would only need to confirm the refund or that they didn't pay, like the email you got.

Maybe it's still the old way on eBay Germany? Perhaps advise the seller to log into PayPal to process the refund then you can confirm it with eBay and get them to close the case.

[imastawka]

Further to that, do not close the case until you have the refund.

Once closed, you cannot open it again.

[vlag83]

Thanks. eBay rep advised not to close the case too. Explained the situation to seller again and advised him of manual refund option as advised by eBay rep over chat later today. Seller replied he will speak to eBay.

[lyndal1838]

Have you checked your credit card account?   A refund of a payment funded by a credit card will go back to that account and will take a few days to show.

Was your payment made through a paypal account or did you use a credit crd through paypal direct to the seller?

[brerrabbit585]

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@vlag83 wrote:

I just want to make sure the seller does not have any negative impact as a result of this cancellation as the seller was very helpful to me and cancelled the order without asking any questions. 

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Did they cancel it officially through ebay or did they just agree via a message to cancel it?  If they did it officially you should have got an email to say it had been cancelled and it should show somewhere in your purchases.

I'd be wary because they may be trying to scam you and stop you from getting a refund.  I'm not saying that is the case but it could be.

Lyndal, the original cancellation/refund was supposedly done on 15th June - plenty of time for it to show up if it was going to.

[vlag83]

I requested cancellation over the phone and the seller initiated the cancellation on 15th June. I didn't request cancellation from eBay. The order page shows "seller cancelled the order". I paid using CC linked to my PayPal. I have not received any refund to my CC or PayPal.

[vlag83]

Upon calling eBay today, the rep opened another "item not received" case. I have two cases open now for the order.
1. Seller cancelled the order
2. Item not received

Seller cancelled the order: Shows take action, which on clicking takes me to next page showing me 2 options
1. I have not paid for the item
2. I have paid for the item and received refund

Both the options don't apply to me as
1. I have paid for the item
2. I have not received refund.

Item not received: Shows waiting for seller to respond. The seller advised he will speak to eBay

[brerrabbit585]

You can't request a cancellation from ebay, only the seller can.

If the order page showed "seller cancelled the order" before you rang ebay today, the refund should have been immediate, even if it took a few days to show on your credit card statement. If they had nothing in their paypal account that could complicate the issue.

Tell the seller that something hasn't worked as it should but if you end up being refunded twice you'll send the second lot of money back to them.