Buyer is having trouble paying for combined purchases

[madetodance]

I have combined purchases for a customer and they are saying that whenever they hit the pay button it comes up as a single purchase. Is this something I can address? Have I made a mistake I'm not aware of or is the buyer giving me the run around? Also, where can I find live help? It seems to have become impossible to access. Thanks in advance for any advice,

Kate

[*tippy*toes*]

If you sent a combined invoice, so that all the items are covered by the one postage cost and they are only getting one item when they go to pay, then they are probably using the phone app. You can't pay for combined invoices on the app.

Ask them if that's how they're trying to pay and if they are, suggest to them to close the app down and open eBay via a browser. Login and change to the full site (by default it will open on the mobile site). They should then be able to pay via their purchase history.

Alternatively, if they have access to a computer, pay that way.

If you have any eBay issues, you're far better coming here and asking the experienced member, rather than live help where you would be getting cut and pasted answers. Of course there are sometimes when you need to contact them, but for issues like this, far better coming here and asking.

If you've recently tried to access the live help, it's probably not showing because it's out of hours.

[madetodance]

Thanks tippy toes...that is fantastic information and I'll pass it on to my customer. Good advice all round. Thank you 🙂

[*tippy*toes*]

You're very welcome! Please come back and let us know if that's what the problem was. For no other reason than it could help someone else who finds themselves in the same boat. I really hope that's all it was!

[madetodance]

Well the customer paid immediately so I'm assuming the advice I gave her (via you) worked.  I did message her and ask if the advice had been of any help, but she didn't reply. 😞  Thank you again for your help!!

[madetodance]

Hi *tippy*toes*

My buyer got back to me with this message:

Hi,

Yes, the advice was spot on. I was using the ebay site on a mobile browser. As soon as I switched it to use the full site it was fine.

It s amazing that such a big company would have a known problem like this and not fix it 🙂

Thanks!

Interesting response. 🙂

Kate

[*tippy*toes*]

It's a common problem which eBay knows about and refuses to do anything about. Maybe it's their way of leeching more fees from the seller for buyers paying excess postage.

[rocket2retro]

Yes eBay certainly know about this issue & have not fixed it in the 2 years I've been reporting the problem.

I wonder if they'd take that long if there was a fault with them taking my monthly seller fees?

Another example of eBay really not giving a stuff (probably hoping to extract more 10% postage FVF fees by the buyer paying separately).