New kind of glitch - a blocked buyer buys from my store!

[38e_avenue]

This is something very unusual. I got an offer from a buyer blocked since 13 months! I accepted the offer, then I realized the buyer was on my black list. It happens often that the banned buyers try to buy again, but they use other nicknames, but this time the buyer used the same, banned ID. 

You will not believe what happened next. I contacted the support, asking for a cancellation. They refused, and asked me instead I cancel it myself for "wrong address". Can you imagine? It would immediately trigger a retaliation from the blocked buyer! Seriously, do these people know, how Ebay works...???

So what is the blocked buyer list for???? 

Blocked Buyer List

Set up a list of buyers who will no longer be able to bid on or purchase your listings. The list will apply to all your items. You can add or delete buyers at any time.

[byto253]

Was this a phone rep?  Suggest a chat or facebook contact so that if you are given that advice again there is a written record.

Hard to believe. 

[38e_avenue]

That was a chat, so I have a written proof. They simply have no idea that only a cancellation for non-payment is "safe" (no retaliation is possible). 

BTW, I wonder if the buyer KNEW he was blocked after all? Probably not, since he passed through the firewall!

[byto253]

yup.  I was thinking about the direction to cancel for a problem with the address. 

[38e_avenue]

If  a seller believes there might be a problem with a buyer, cancelling the transaction for "out of stock" or "issue with the address" is not an option, because an angry buyer can still leave a negative feedback. Only "buyer asked to cancel" and "buyer didn't pay" are "safe" - buyer cannot leave a negative feedback.    

[ilikehockeyjerseys]

Chat reps sometimes use "wrong address" as a way to troubleshoot and circumvent the system because it there is no penalty for wrong address. That is not unusual. I do not think a CSR can cancel a transaction on their end.

Regardless of the cancellation reason, negative feedback shouldn't be a problem because eBay will almost certainly remove a negative feedback from a buyer who somehow circumvented your blocked list. You may have to reference the original chat log, or give additional context when contacting eBay. Go to this link: https://www.ebay.ca/help/selling/selling/seller-levels-performance-standards/appeal-defect?id=4871 - scroll down to e-mail us, explain what happened and what the CSR instructed you to do, and they will almost certainly remove a negative feedback.

[femmefan1946]

Automatic Blocks based on Strikes wear off after 12 months. Either the buyer has learned a lesson or given up on eBay,I guess.

But those specific Blocks are supposed to be permanent.

[msau4301]

This is strange that a blocked buyer got through, it hasn't happened to me (I don't think) but I have had buyers who changed their user name, or started a new account just to get through.

I can't help but wonder if it has something to do with the fact that it was an Offer. Maybe if they had tried to purchase directly Buying it Now or on Auction it wouldn't get through but what if the offer is a different gateway somehow? I know the last few times I accepted offers the shipping portion didn't carry over which had me quite concerned. I know it should have and if it was once I'd think weird glitch but it was more than once, but only in the last few months. There have afterall been many changes here!

Maybe the way offers are set up we technically have the ability to decline an offer so even if it was a blocked buyer if we didn't recognize it at first would they slip through? A loophole? Like part of the offer is accepting them inspite of it all? I don't know but it got me thinking. While there are a couple of unforgettable people in my blocked list there are also many I would never remember either, so maybe it has happened!?!

[38e_avenue]

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@msau4301 wrote:

Maybe if they had tried to purchase directly Buying it Now or on Auction it wouldn't get through but what if the offer is a different gateway somehow?

While there are a couple of unforgettable people in my blocked list there are also many I would never remember either, so maybe it has happened!?!

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Yes, I thought about this, too.  The blocked people are allowed to communicate, so maybe they are also allowed to make offers? Unfortunately, I have hundreds banned from my store, and - like you - I remember only "unforgettable" ones.   

A few weeks ago I got an offer from an "unforgettable" one. He used a different nickname (the former one has been suspended by Ebay), but I recognized him by a very unusual city name, which I remembered. A rare case when a thief came back to a store he robbed twice. I reported the case to Ebay, with all details (same name, address, etc.). They told me they will suspend him. You think they did..???  

[femmefan1946]

You could Search his new ID and see if it has been suspended.

[38e_avenue]

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@femmefan1946 wrote:

You could Search his new ID and see if it has been suspended.

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I did. Not suspended! 😑

What's even more interesting, he is still doing the same to other sellers. Here an example of a feedback he recently left.  There are more of this kind: "item never received", etc. 

[femmefan1946]

Boilerplate but....

The phone reps do not work for eBay so don't bother with them. They work for a subcontractor out of Utah.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.

[38e_avenue]

The FB agents are really professional. I got once 13 defects for false late delivery in just 1 day (I described the issue in another thread). I did chat, call - no help provided. Then, I contacted through FB, and the defects were removed immediately. 

Concerning the problem described above, I simply abandon. I reported the buyer, so my job is done, the case is closed. Why Ebay is allowing him to run freely and steal - no idea. I will not push them to do anything. I simply blocked all Bahrain, so none of his new usernames will work.