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Not allowed to cancel an order!?
Summary: rocketscollectibles expressed frustration over being unable to cancel an order on eBay, as the platform demanded they add a credit card due to insufficient funds in their eBay account, despite having a bank account linked for managed payments. recped and others speculated that eBay might be requiring a credit card due to potential bounced funds from bank accounts. Throughout the discussion, rocketscollectibles conveyed struggles with eBay’s support and questioned if this was a new policy or a restriction on their account. Later, rocketscollectibles managed to get in touch with higher-level support to learn that their bank might be causing the issue by not allowing eBay to debit their account, despite being one of the larger financial institutions, Desjardins. Various participants shared similar experiences and advice, with some suggesting using prepaid credit cards as a workaround. Eventually, the thread was considered off-topic and closed by a moderator, having provided rocketscollectibles with some insight but no definitive resolution.
I went to cancel an order and ebay request me to add a credit card because i do not have the funds available on the platform. Is this a new thing? How this make any sense while they literally have access to my bank account with managed payments? I cannot cancel my buyer's order now. What the heck
kh-phdan
·2 years agoThis thread has veered way off topic.
The subject has been thoroughly discussed and will now be closed.
Thanks for your understanding!
marnotom!
·2 years agoBack in the early stages of this thread, @recped asked if you were on daily or weekly payouts. I'm wondering if the credit card option is necessary because you've opted for daily payouts, which could mean that in theory there are times when you're not going to have funds available for a full refund.
rocketscollectibles
OP2 years agoPayouts schedule doesnt change anything about the restriction. Turned to monthly few days ago actually
I truly start thinking that it's just like that. That we cannot send a refund with bank account. And just never faced this situation before because i always had enough funds available on ebay
Edit:
Tested with my main selling account w/ funds available, credit card option disapear. If someone could test not having the funds available to cover the order to see if they are force to add credit card too. You don't have to cancel your order, you just need to reach the review refund step. We would have the answer!
brettjet38
·2 years agoI have never had this issue when I issue a refund, even if I have no funds on eBay. They simply stated that they would take it from my bank account in a few days like my postal shipping labels, and never asked for a Credit Card.
And as Devon mentioned previously...
Hi @rocketscollectibles! There are a few variables that go into us requesting a credit card to be able to refund/cancel an order but they are all account specific information that I would not be able to share here on Community.
This sounds like an account-specific issue, it's a security measure, not a bug, or an error.
This is one of those "Variables" ...
"Variables" an element, feature, or factor that is liable to vary or change.
And, they do NOT apply to ALL accounts they are variables and are "account specific" The fact that no eBay employee is saying that other than Devon, kinda of tells you what the situation is...
It could be based on the number of issues an account holder has, it could be the activities of an account holder, it could be based on the number of claims the Seller has had on their account, all account-specific issues...
rocketscollectibles
OP2 years agoI talked with dedicated support myself and they said it was a bank issue. They said nothing wrong with my account. I also tested 2 ebay account. I changed bank account and issue stayed. Everyone is clueless.
We all heard you. You think i'm an evil seller and i'm restricted. But i have flawless ratings. You just repeat yourself. Can you stop stealing thread visibility now. Thank you for your understanding.
flipistics
·2 years agoI'm betting if you talked to the bank, they'd tell you it wasn't a bank issue but was an eBay issue. It's fun watching how that seems to work (when it isn't you going through it).
Who knows what reasons eBay may have, but I'm sure ratings are only a small portion of what they use for various determinations. It could be something as simple as a policy change to personal seller accounts requiring 2 forms of payment and business accounts requiring only one, for example. Maybe some types of bank accounts are being used heavily by people committing fraud, and eBay is requiring additional payment methods for anyone using those types of accounts to protect themselves. I doubt it's something specific to you, but I also don't think it's widespread or there would be scores of people in here complaining.
Regardless, unless you have no credit at all, I'd suggest just getting a $500 limit credit card or something specifically for that purpose (assuming you don't want to use any you currently have). Getting strikes on your account over this and spending endless hours on the phone seems like a lot more trouble than it's worth, especially since there's almost no chance of the outcome changing.
rocketscollectibles
OP2 years agoSo update. I had the good idea of changing my bank account to my previous one that i still have active. To be able to at least do my refund while i try to figure out the issue with my new one. Well, same thing. They do not allow to refund without a credit card.
- This is not my bank (tried two bank accounts - one i used for 3 years no issue - new bank account was also working 2 weeks ago)
- This is not my ebay account (tried two accounts)
Troubleshooting, the issue seems to come from ebay.
Could someone facing the actual situation share what happen on its side?
Anyone without funds on ebay to cover an order could test by clicking on cancel the order and see at the refund review step if he's asked a credit card
Maybe it's just like that and always been. And we can't refund by ourself with bank account when without funds on ebay. I'm truly confused.
marnotom!
·2 years agoProbably has nothing to do with the price of beans, but I see Desjardins being referred to as a bank on this thread but it's actually a caisse populaire, or credit union. It is a large operation within Quebec and does have some presence in Ontario, but on a national basis it isn't as large as any of the big five banks and may have some internal operating systems or procedures that differ from the big banks.
lotzofuniquegoodies
·2 years ago@marnotom!
It's been so long since I set up MP I can't really remember how it worked. Did a step at a time and crossed fingers. When you get to the step to fill in the banking part does it give you a list of approved banks or do you fill in your bank details and then hope it works. From my general help searching there is nowhere that I could find in ca help for actual list of APPROVED banks. Instead it appears more like a cart before the horse type situation. And through time of MP have banks either been added or dropped? This would be good info to know for both established and joining sellers.
-Lotz
As a side when enrolling in PayPal you got the test micro deposits. Not a problem there. Worked like a charm. When I enrolled in MP it wasn't even available. Something they have seem to have added "randomly" . Very hit or miss. The thought of selling and then risking issues in getting paid could be extremely frighting for anyone planning on taking this leap of faith.
rocketscollectibles
OP2 years agoWhen you get to the step to fill in the banking part does it give you a list of approved banks or do you fill in your bank details and then hope it works.
They show you banks at first there is a few mains. If you don't see your bank you can click on 'others' and then you got a bigger list. And if you don't see there again you can click on 'bank is not there' and then you enter your checking infos manually. Desjardins is on the main page and into the section most popular
lotzofuniquegoodies
·2 years ago@rocketscollectibles
There was a stream of neverending tinkering at the beginning. So difficult to know what is still going on behind the scenes that causes a straight forward enrollment or 1 where everything under the sun can go wrong. All I do know now is that there are still reports of sellers having major issues during the application process.
-Lotz
brettjet38
·2 years ago@lotzofuniquegoodies "All I do know now is that there are still reports of sellers having major issues during the application process."
Some of the issues have to do with names and spelling not matching exactly with both accounts.
I have an example of that, here in Quebec on our Health Card they will not use ' in a name like O'Neil it will be O NEIL
So when I registered at the Hospital to get my hospital card they did it with a ' like O'Neil when they wanted to scan my cards they would not work and no one could figure out why until it dawned on someone about the ' it took months to realize what was happening & one min to fix.
It's like people with 3 names like Jean-Francois Something it can also be Jean Francois Something just that can trigger a code red in the world of banking...
lotzofuniquegoodies
·2 years ago@brettjet38 Shouldn't eBay have clued in to these potential problems and how to resolve....by now? As per your " ' " example, use and you get an error message. MP was introduced in 2018.
brettjet38
·2 years agoLogically yes, but how long have you been on eBay, I came here in the late 90s and some of those bugs are still in the system unresolved somewhere lost in the...
And remember one can barely get an answer to a simple question from a human on eBay since the bots invaded, and the workers are shall we say the "disposable" kind. So corporate longevity. loyalty and experience are not high on the resource list.
I will be curious to see exactly what the cause of the OPs issue is when it finally gets resolved.
recped
·2 years agoDesjardins no longer has a "banking" presence in Ontario (Desjardins Insurance excepted). Years ago (20?) they bought the Province Of Ontario Savings Office, operated it for a few years and then sold it off to Meridian CU. That was the end of their banking activities outside of Quebec.
rocketscollectibles
OP2 years agoThis is not a site issue, nor a bug, it's an account-specific issue that is between you and eBay.
I just talked with the dedicated support and they confirmed me this is a between ebay and bank issue. And nothing with my ebay account.
Thank you for your understanding.
brettjet38
·2 years agoYes, between your eBay account and your specific bank account, both registered under your identity, so maybe you should contact your bank to see if there are "Identity" issues.
As I said this is not a site issue because it seems specific to you, as no other people are having this specific issue, and it seems like a very specific issue indeed.
regs43
·2 years agoMaybe if they require a credit card, maybe one of them pre paid ones would work? Worst case it doesnt work you can just spend the funds yourself elsewhere
flipistics
·2 years agoHe could probably also get a basic credit card with a $250 or $500 limit and just use it for this purpose. Personally, I'd be calling the bank and finding out what's going on. Heck, go in and talk to a manager in person. Don't leave until they sort it out.
brettjet38
·2 years agoI have to agree this sounds like an issue with the OP and their Bank.
And as you said, I also would be down to my bank ASAP to sort this out. This is not a site issue it's a specific issue to the OP.
lotzofuniquegoodies
·2 years agoMy big take away for this situation overall is how long it takes to confirm if something is at eBay's end or users. The involved parties blaming someone else is of limited use. From buyer/sellers perspective they have a problem. They want a solution and they are under the gun to get a resolution. eBay's time meter is eBay's time meter. Consider the length of time MP has been up and running and the number of reported problems there should be a glossary of ways to solve. As personal observations the most important thing to mention for a ca user is that they are in Canada. That's first and formost and both for eBay CS/Facebook/Twitter. Anything complicated the bots are useless.
From a recent personal experience in trying to send a secondary small refund to a buyer that is NOT possible. You only have 1 kick at the cat and this info is not findable ANYWHERE on ebay. Would be definitely good to know!!! As for the why, anybodies guess. Just like rebilling a customer after a refund when it is required. Major huh???
-Lotz
brettjet38
·2 years ago"From a recent personal experience in trying to send a secondary small refund to a buyer that is NOT possible. You only have 1 kick at the cat and this info is not findable ANYWHERE on ebay. Would be definitely good to know!!! As for the why, anybodies guess."
Why?
Money Laundering, is also why you have to select the "reason" for the refund(s).
It's why when I issue combined shipping refunds I do it after the items are shipped and I know the exact amounts to refund because you only get one shot.
An option for rebilling would be a good idea, but I doubt we will ever see that...
rocketscollectibles
OP2 years agoStill i do not have any fix to this situation. Could contacting bank or re-verified bank account work?
Weirdest thing is that it was working 2 weeks ago.
brettjet38
·2 years ago"There are a few variables that go into us requesting a credit card to be able to refund/cancel an order but they are all account-specific information that I would not be able to share here on Community."
You see I read everything...
As I said to you earlier "Data-Variables" play a large part in each member's account and impact those accounts in a multitude of different ways, you seem to have been given a response that shows, you need to provide a credit card or implies as much.
You see, I am not as "clueless" as you may think, been here for over 2 decades and understand "policy" and "risk management".
This is not a site issue, nor a bug, it's an account-specific issue that is between you and eBay.
Certain posters do air a lot of grievances on these boards about well many things, but it does make for good reading and allows me to put up factual eBay policy and my own opinions on these subjects.
rocketscollectibles
OP2 years agoSo i got an actual answer. After insisting very hard with support they ended transfering me to another deparment.
Actually this is the typical issue you see once in a while about problems between ebay and bank where everyone is clueless of why this is hapenning.
Got told by an expert that the bank do not allow them to debit on my bank account anymore for whatever reason. Basically i'm told that this bank do not work with ebay (it's desjardins, one of the biggest). Was working 2 weeks ago...
rocketscollectibles
OP2 years agoTalking with chat support right now and they are totally clueless 🤣
Tried to make me leave the chat several times by just telling me to add a credit card or tell buyer to contact ebay (they'll just tell him to open a case it's obvious - then tell me to let it close aka selling defect). Does not fix the issue long term!
rocketscollectibles
OP2 years agoJust tried by the support chat and automated system. Bot explain i can refund a buyer, etc. Suggest the order, i click. Then when i click on refund:
rocketscollectibles
OP2 years agoIt's not an account verification. When i posted the thread it was an order on my main selling account. Then yesteday same thing hapenned on this actual account. Both accounts faced the issue.
brettjet38
·2 years agoAnd so?
Both accounts are operated by the same Seller/Person/Individual nes-pä?
If you are refunding Buyers, from different accounts eBay wants to know exactly how to get the money to make a refund(s) and from which source for each account...
I like many others have never had an issue or the multiple issues that seem to pass on by regarding managed payments.
If you only want the refunds to be taken from your bank account you can select as such, if you want to use a credit card you can add one, if not then you select the bank account option, and you get a notice when funds are charged to your bank account a few days in advance, really not complicated.
rocketscollectibles
OP2 years agoI like how you're totally clueless, act like you have answers and like i'm the one clueless
brettjet38
·2 years agoLots of individuals give "Answers", but you disagree with most of them, as you disagree with eBay regularly, that's fine its the way you are...
But, as a wild guess, I am willing to bet that "Data Analytics" is playing a part in this situation for a multitude of historical reasons on the OPs accounts, which are between the OP and eBay.
And as a side note, It pretty much says that "other actions" can be taken on a "members" account in multiple places in the terms and conditions, and help section without saying what all those actions are, they list a few but imply others...
rocketscollectibles
OP2 years agoYou so busy writting **bleep** that you're not even reading when actual information is posted:
So i got an actual answer. After insisting very hard with support they ended transfering me to another deparment.
Actually this is the typical issue you see once in a while about problems between ebay and bank where everyone is clueless of why this is hapenning.
Got told by an expert that the bank do not allow them to debit on my bank account anymore for whatever reason. Basically i'm told that this bank do not work with ebay (it's desjardins, one of the biggest). Was working 2 weeks ago...
brettjet38
·2 years ago"that the bank do not allow them to debit on my bank account anymore for whatever reason."
Yes it a you issue, as I am sure not ALL members with Desjardins accounts are having this issue, if they were it would be everywhere on social media.
Yes, Maybe you should talk to your bank regarding your account in regards to the "whatever reason".
rocketscollectibles
OP2 years agoFebruary 12th proof that i was not obligated to add a credit card and bank account was working before.
rocketscollectibles
OP2 years agoI want to refund. My payment method is linked. But i can't refund lol. Gonna take a selling defect for case closed without resolution if buyer open dispute. And my buyer will 100% be mad i hold his money. Will take negatives because of this. I'll have to shut down my stores if it's truly an update. This won't work.
rocketscollectibles
OP2 years ago@devon@ebay
Any explanations about this situation?
Resume of the thread: I'm asked and forced to add a credit card to refund/cancel an order. My bank account is and was always linked as selling costs payment method. But i cannot refund anymore. It tells me that because i have no funds available, i must add a credit card. We now are forced to add one now? Everyone without one will take selling defects because they can't refund if they have no funds available? While bank account is literally linked? Is it new or a glitch i face?
devon@ebay
Hi @rocketscollectibles! There are a few variables that go into us requesting a credit card to be able to refund/cancel an order but they are all account specific information that I would not be able to share here on Community.
rocketscollectibles
OP2 years agoI'll take my first selling defect ever because of this! I literally can't refund if buyer open a case. While my bank account is linked... So **bleep** frustrating. So it looks like we truly need to add a credit card now. So anyone without a credit card will take instant selling defects if funds were sent to bank account before case open and they have no incoming sales. While we literally cannot keep funds on ebay. It's total non-sense.
lotzofuniquegoodies
·2 years ago@rocketscollectibles
@kawartha-ephemera
Were you able to go into manage and confirm bank account is default for fees? And if necessary when you click on CC options you are able to add secondary bank method.
Option is at bottom under selling costs
https://www.ebay.ca/sh/fin/summary
1.
2.
-Lotz
I run into the same monster with other websites due to the fact, due to various reasons, I don't own a cell phone. Almost everything mandates for any confirmation of something to work they send you a text message to complete the process. After awhile it becomes extremely annoying.
rocketscollectibles
OP2 years agoIt is set. I never had to add a credit card before. Payments were took from bank account
I'm freaking out right now
lotzofuniquegoodies
·2 years ago@rocketscollectibles
@devon@ebay
Was just spit-balling for an idea to try. I checked the help page and it mentions One Time Payment option. When I click on the link to do so there is no option available. I think I had noticed the same message from eBay for the 1 or 2 times I had no balance to cover shipping labels. A matter of timing when a sellers next sale will come in so they can cover a balance...or not.
Disclaimer: Unless that option ONLY displays when you have an amount due.
https://ppcapp.ebay.ca/myppc/wallet/list
-Lotz
rocketscollectibles
OP2 years agoBack to the same point. I have an order to cancel on this actual account because it returned to me 1 month later. I cannot cancel neither refund my buyer... I turned on the selling cost to be on my bank account as shown in previous messages, still can't. Never had to turn on anything before or add a credit card. Bank account is linked. Would really like explanations from ebay about this new thing. It's totally braindead!
Bank account linked and confirmed for selling costs:
No button to cancel/send refund:
Force you to add a credit card:
rocketscollectibles
OP2 years agoThat Payments preferences tab has been there for ages, I clicked it to use only my Bank Account shortly after I signed up, so it is not new or really an issue.
With managed payments linking a bank account was a pre authorisation to ebay to use this bank account as payment method by default for selling costs. It's literally in terms and conditions when you agree linking. You did not had to turn on or off anything. I sent refund more than once with negative funds. Something changed. As shown. Thank you for your understanding. Stop arguing for arguing...
rocketscollectibles
OP2 years agoEbay agents are so imcompetent sometimes... The update is most likely just about having to turn on prefered selling cost payment method now. Not being forced to add credit card. I turned it on and received a message telling me they now will take my bank account first as method payment (was already the case before...). I guess you just need to confirm it now. Idk. I'll see next time if it works back
brettjet38
·2 years agoSo basically, this entire post was a Non-Issue?
I have never had one issue with managed payments since I set it up, but I fully read the terms and conditions beforehand. so I knew what it was all about, I also used my SIN to register.
I do not have any Credit Card attached to my eBay account, and I have never had any issues.
kawartha-ephemera
·2 years agoSellers with only their bank account as a source of backup funds should absolutely review their Payments preferences.
I followed rockets advice and found there is a new preference that required my attention.
Definitely a real issue if you rely on your bank account as backup.
brettjet38
·2 years agoThat Payments preferences tab has been there for ages, I clicked it to use only my Bank Account shortly after I signed up, so it is not new or really an issue.
I did not want eBay to have a credit card on file and deactivated that option after Managed Payments became active.
Generally, one should at least once a year self-verify all their Account Settings, especially on eBay...
kawartha-ephemera
·2 years agoEbay does not care that back in the day we chose to use our bank accounts as our backup funding source. Payments wants us to indicate our choice once again.
Use that big blue Manage button in Payment options, fill the radio button to avoid future hiccups.
mrdutch1001
·2 years agoI agree...
I too do not want eBay to have a CC card on file, so anytime I have fees owing, etc, eBay sends notification that the charges will be taken from the bank account. (My account settings were re-verified in January, 2024... and yes there is the option to add and/or change the payment method> mine is set for the bank account on file)
I haven't had to do a refund in years so have no knowledge/no experience to draw on for what process eBay would follow for a refund, but I'd guess that eBay would take from the bank account on file, same as for any other expense when no pending funds on hand...
I suppose it is possible that there is some sort of specific reason for the issue/problem being incurred by OP...and that would be something that would have to be worked out between eBay and OP.
ricarmic
·2 years agoYes I had the "red dot" as well, figured maybe I should add CC and when I clicked on update payment method it gave me options of bank account on file or credit card so I picked bank account on file and voila away went the red dot.
Interestingly they've been taking it out of my bank account already anyway despite the previous red dot on selling cost payment method....
brettjet38
·2 years ago@mrdutch1001 @ricarmic I suspect this was a "verification" on the OPers account.
"(My account settings were re-verified in January, 2024... and yes there is the option to add and/or change the payment method> mine is set for the bank account on file)" this is what usually happens on a yearly basis, it is not big deal...
...just making sure they can recoup money from Sellers.
In fact in the ebay policies they actually refer to this "situation" per say...
https://www.ebay.ca/help/selling/managing-returns-refunds/refunding-buyers?id=5182
How refunds work
When you offer your buyer a refund, the amount will be paid from the total of your Available or Processing funds. If you don’t have enough funds to cover the cost of the refund, the amount will be paid from your linked checking account or an on-file payment method.
When eBay issues a refund to your buyer on your behalf due to an eBay Money Back Guarantee case or payment dispute, the amount will be deducted from the total of your Available or Processing funds.
If the total of your Available or Processing funds are insufficient to cover the outstanding amounts you owe, eBay will charge your on-file payment method for the remaining amounts owed within 14 days. We may add up the amounts you owe into a single charge. All the details related to these charges will be visible on your Financial statement.
Tip
You can choose a preferred on-file payment method to cover the refund amounts if your funds are insufficient. Make sure your payment method is up to date to avoid any charge failure.
rocketscollectibles
OP2 years agoLast time this happened to me (short funds for postage) got a message from ebay stating funds would be taken from bank in 3 days
Same here. I had a refund like 2 weeks ago with no funds available at the time of the refund. They took a payment from bank account. By linking it with managed payments, we giving a payments pre authorisation. It's in terms and conditions
Just wondering, are you on Daily or Weekly payouts?
Daily
Do you have payment methods set for BOTH payouts AND selling costs?
Both. When you register to managed payment the bank account is the payment method by default
I checked and it's supposed to still be the case. It's literally written my bank account is a selling cost payment method. I don't understand what is going on and why support told me earlier that being forced to add a credit card comes from a update. I truly wonder if i'm under a restriction right now. It's literally written 'bank account: option for selling cost' and my bank account is linked and fonctionnal, always been
regs43
·2 years agoI had a refund EARLY on into manage payments (the first week when I had no money in my account) and had to fund the refund throigh Credit card. I do weekley payments and generally my sales from Sunday evening and Monday are not processed in time for Tuesday payout so I usually have money in my account. I have yet to be charged to my credit card or bank other then that one time. I would be fine having a buffer amount on the site for things like this though, as thats what I always did with PayPal
flipistics
·2 years agoDo you have payment methods set for BOTH payouts AND selling costs? You can check under the payments tab towards the bottom of the page. You should be able to set both to your bank account.
rocketscollectibles
OP2 years agoSorry about the 4th post monologue.
Thoughts about it, could it be an actual restriction on my account? I have good ratings but a few things happened recently.
Would appreciate if anyone could share if they face the situation too.
kawartha-ephemera
·2 years agoGenerally cancellation situations occur fairly soon after receiving payment, bad luck the funds were used elsewhere.
I've never been short on funds to process a refund but Payments has routinely debited my bank account for labels and subscription fees. I've never provided them with a credit card or PayPal either, they have only my bank account.
So far they've never had a problem with it. In fact Payments has been quite patient lately, waiting up to a week for sales to cover the shortfall.
lotzofuniquegoodies
·2 years ago@kawartha-ephemera
@rocketscollectibles
Last time this happened to me (short funds for postage) got a message from ebay stating funds would be taken from bank in 3 days. There was no hint of Big Eddy stopping by to break my kneecaps but it may have have been implied. 💀
I've had this happen in the past where customer paid and then was about to package and customer cancelled. Funds were refund from bank vs the pending transaction. Then pending transaction was released to me 2/3 days later. It should be an easy peasy reversal.
-Lotz
You’ll see this charge after 3 days. It will look like this on your account statement:
eBay C 161189xxxxxxxx
If you have any funds available, or processing, from your sales, we'll use those first. Otherwise, your bank account will be charged.
If you’d like to use a different payment method, just update your payment preferences.
rocketscollectibles
OP2 years agoBy the way. Now sellers who have money sent to bank account and no incoming sales to have ebay funds, will receive selling defects for having no credit card if they have to refund lol. As they won't be able to allow a refund.
This is what support suggested me to do to deal with the issue: telling buyer to open a case and request to step in after 3 business days
rocketscollectibles
OP2 years agoSo i contacted support.
We now must have the funds to refund a buyer. Or add a credit card. They have access to bank account, with pre authorisation, but they still force you to add a credit card. I don't have one. So i cannot refund my buyer until my next sales. This is total non-sense absolute trash. I have to tell my buyer i cannot refund him until my next sale like an idiot. While ebay has access to my bank account lmao. Worst is that you cannot keep funds on ebay or control amounts deposited. I will face this situation again anywhen. Ebay is getting worse and worse it never stops.
recped
·2 years agoMaybe they got tired of debiting bank accounts and having it bounce for lack of funds (not you, just in general)
Just wondering, are you on Daily or Weekly payouts?