Can't cancel and order? Please help

[sydneyvintagebikes]

Hi

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!

[padi*0409]

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".

[jellybirddesigns]

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.

[sydneyvintagebikes]

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!

[sydneyvintagebikes]

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.

[sydneyvintagebikes]

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..

[padi*0409]

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.

[gutterpunkz05]

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.

[sydneyvintagebikes]

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?

[i-once-was-bump]

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.