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Price suggestion accepted - item still available
Summary: saschage262 had an issue with an eBay listing where an offer was accepted, but the item was still available. It turned out that the buyer was using a French delivery address, even though they had a German location in their profile. melina@ebay from eBay explained that the buyer needed to update their address. saschage262 later reported that, after the buyer entered a German address, the problem was resolved. Another participant pointed out that other countries should also be excluded to avoid such issues in the future.
Hello everyone,
it's about item no. 336680860819
I sent a price offer and then accepted the buyer's counteroffer.
However, the item is still available, tested with a device without logging in to eBay. It also still appears in my Selling overview under the active listings.
At the same time, the buyer apparently can't pay, in my account the price offer shows as pending, but with the status "not yet paid" and under the summary of the price offer it says "You accepted the price offer from [nutzer]."
It seems to me that the system got stuck somewhere here and didn't process my acceptance of the counteroffer (fully).
Is there anything I can do?
Thanks.
saschage262
OP3 weeks agoHello @melina@ebay and thanks for your feedback. I informed the seller once again that I do not ship to France. A technical question: how can it be that the user has their location listed as Germany in their profile, which is probably why they can send the price suggestion, but then the delivery address in France blocks the further process? Shouldn't the delivery address actually prevent the price suggestion in the first place?
And: if the buyer doesn't now provide a German address through the system - can I just let the item keep going?
Thanks.
perfect-sally
Mentor3 weeks agoDid you explicitly exclude shipping to France at all? If not, the user can of course buy.
What the buyer provides doesn’t matter; you may only ship to the delivery address specified on eBay if you don’t want to lose your seller protection.
The question is whether the buyer can still change the address.
saschage262
OP3 weeks agoFrance is - like all foreign countries - excluded, Melina already wrote that too.
The buyer has now entered a German address into the system, to which I will ship. That shipping must only be to the address on file is clear and, logically, is not handled any differently either.
Issue resolved. Thanks everyone for the quick help.
petersmodellbahnstuebchen
Mentor3 weeks agoHi @saschage262
even though the problem has already been solved for you: in the offer mentioned, you hadn’t excluded any country apart from the Russian Federation:
You should change that in future offers by storing a correct country exclusion. This is what it looks like in my offers, for example:
Best regards from the Baltic Sea
Peter
petersmodellbahnstuebchen
Mentor3 weeks ago · EditedHi @saschage262
the buyer can also try to buy an item from you with a location abroad. However, before payment, they must enter a German delivery address.
If they don't do that, the listing continues until another buyer purchases it or the listing ends.
I also have foreign buyers who purchase with a German delivery address and handle the onward shipping to their home country themselves.
Best regards from the Baltic Sea
Peter
melina@ebay
Mentor3 weeks agoHello @saschage262
Any buyer can specify a different delivery address regardless of the registered address. After the buyer has updated their delivery address, they should be able to pay for the item. They also see this note directly in their overview. If they run into any issues, the buyer is welcome to contact our customer service.
Best regards
Melina
melina@ebay
Mentor3 weeks agoHello @saschage262
Thanks for reaching out to us. I was happy to look into the details for you. Here the buyer needs to update their shipping address. You excluded France, however the buyer has a French shipping address. The buyer also sees this note in their overview.
Thanks for the inclusion @perfect-sally
Best regards
Melina
saschage262
OP3 weeks agoOkay, apparently the problem lies elsewhere. The buyer apparently is based in France and wants me to ship the item there. However, his account has Germany set as the location, and I also don't have international shipping enabled.
That means as long as the (potential) buyer doesn't pay, the listing just stays active and nothing else happens?
perfect-sally
Mentor3 weeks agoEbay changed something some time ago, and the item is actually sold when it has been paid for as well. But since, according to you, the buyer can't pay, there may be several reasons for that.
Give the item number, and an ebay employee can take a look at it.
@melina@ebay could you please have a look? Thanks