eBay error message on purchase caused buy transactions I didn't want

[luckiest_woman_alive]

I hit the buy it now button for a purchase on 12 July and got an error message from eBay so I tried again (instinctive - if it doesn't work the first time, try again, right?) and got the same error message (I can't remember exactly what it said, just that there was an error completing the transaction). Then I got worried (what if, despite the error message, the transaction was completed twice!) so I checked my purchase history and nothing was there so I left the site comfortable that I hadn't made the purchases. 

I bought the item (packet of split rings) from a local hardware store.

Four days later (16 July) a package arrived with the split rings so I checked my eBay purchase history and there are two transactions for 12 July.

How does eBay deal with mistaken purchases caused by their own programming mistakes?

[digital*ghost]

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@luckiest_woman_alive wrote:

How does eBay deal with mistaken purchases caused by their own programming mistakes?

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They don't. As a general rule, eBay doesn't know what the circumstances surrounding a purchase would be, or whether technical errors resulted in multiple purchases of the same item, so it is left to buyers and sellers to resolve.

The seller can't know without being advised either, so they'll typically treat each transaction as intentional and follow through with each one, unless they get a request to cancel the order. 

If the second purchase is not needed, the best thing to do is check whether the seller accepts returns, and if so, make arrangements to send it back for a refund. 

[luckiest_woman_alive]

I get it - eBay does not accept the consequences of their poor programming and would only feel it if people stopped using eBay and went to Amazon instead.

[sandypebbles]

Is that what they said when you contacted them and reported it?

As already said, the system does not 'know' there was an error if errors are not reported by the person who experienced the error 

[luckiest_woman_alive]

How do you report it? According to the response, I have to go through the returns process. The option "ordered by mistake" suggests it was a buyer error - there is no sub option where you can ask eBay to investigate and remedy?

[*tippy*toes*]

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@luckiest_woman_alive wrote:
I get it - eBay does not accept the consequences of their poor programming and would only feel it if people stopped using eBay and went to Amazon instead.

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Go to Amazon then. EBay certainly wouldn't care. 

[sandypebbles]

You need to  report the actual  issue /eBay error itself (which caused the double purchase (separate subject than what you and the seller work out between yourselves, it is not the seller that caused the error,either)

The technical side of what caused the issue in the first place is up to eBay/eBay tech staff to look into

Live Chat is the only available option at the moment , the call center is closed due to Coronavirus as it has been for several months

[luckiest_woman_alive · Accepted solution]

Thanks, S. Livechat it is, then!