30,826 eBay orders cancelled in one day – Is this $7.7 million refunds a record?

In an unprecedented bit of overselling, the official Hasbro store on eBay.com has had 30,826 eBay orders cancelled in one day.

The back story is that Wizards of the Coast released ‘Magic: The Gathering War of the Spark‘ on eBay Hasbro Store. They had a limited quantity of 12,000 sets printed and they sold out within minutes. The problem is that the eBay listing didn’t shut down once 12,000 had sold and somehow a total of 42,826 orders were placed. This leaves Hasbro with 30,826 eBay orders cancelled in one day which has to be some sort of notorious record.

Naturally there are a lot of upset customers – 30 odd thousand of them with almost three quarters of all orders being cancelled. eBay and Hasbro have put out a joint statement on twitter apologising and confirming that the first 12,000 orders placed have been accepted and will be shipped but that they are working to ensure all subsequent orders are canceled and refunded.

At $249.99 per set, this is a $7.7 million order cancellation which may also be a record on eBay. Out of the $10.7 million paid by consumers, only $3 million will be retained as valid sales. It’s likely to take some time to process all the refunds but best advice is not to put in PayPal claims as that could only slow the refund process down.

eBay have emailed all individual buyers who’s orders will be cancelled apologising and promising a virtual gift card towards a future purchase and letting consumers know that eBay are working with Wizards of the Coast to send everyone who’s orders were cancelled ‘something special’.

Mistakes happen on eBay, but by any standards this $7.7 million 30,826 eBay orders cancelled in one day is a blinder.

Many thanks to Tamebay reader Dan for the heads up on this story.

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OOOOh dear. I wonder if the buyers paid via pay pal Cos, https://channelx.world/2019/04/paypal-fees-to-be-kept-when-us-sellers-process-refunds.html, and if paypal kept ALL the fees, that's a lot of money to lose !!!

Simon E • 7th May 2019 •

lol... can't wait to see a screen shot of their metrics next month. Oh and the phone call to c.s to get the negs removed will be a very long one!

Toby • 7th May 2019 •

Article misses that the first 12,000 orders were apparently cancelled, so anyone in that first wave that didn't re-order when it came back up are apparently screwed, while anyone who ordered after that has their money tied up for no apparent reason. Refunds are supposed to happen, but there's been radio silence since last week.

JL • 7th May 2019 •

Hope PayPal haven't put a freeze on the funds!!! :o

Chris Dawson • 7th May 2019 •

Will they receive a defect on their account for every cancellation?

Angela H • 7th May 2019 •

Huge company so will be protected same as if it was argos etc.

Stephen Wright • 8th May 2019 •

That’s a lot of PayPal 20p’s to lose if nothing else! ?

Dean • 8th May 2019 •

If this was a small business, the account would be flagged and a freeze put on the PayPal account. The seller would then have their account on below standard. Because it's not a small seller, they get protected. Talk about double standard.

Blood Vipre • 8th May 2019 •

Interesting how Hasbro has no negative comments relating to this listing but plenty of "positive" ones from buyers unhappy about the cancellations. Looks like eBay blocked the possibility of leaving negative feedback. Double standards as usual. Big boys, as usual, get special treatment.

Lu • 8th May 2019 •

I was just looking myself....what a pile of dung. https://feedback.ebay.com/ws/eBayISAPI.dll?ViewFeedback2&userid=hasbro-toy-shop&ftab=AllFeedback My rating is right at the top for everyone to see. Where is hasbros...right at the bottom where you wouldn't look? and its all positive like Horrible! Never will buy from again! Wouldn't let me leave negative feedback ? System cancelled order laced at 12:00pm. Still awaiting refund and "gift" Order was cancelled said it was being shipped cancelation came on last day it should have arrived eBay is fixing the feedback for large companies. plain and simple.

simon • 8th May 2019 •

Ah, those jilted buyers left "false positives" because they were blocked for 7 days from leaving a proper legit negative. Things changed quickly yesterday!? https://twitter.com/FidoMaster1/status/1126231036315222018

fidomaster • 10th May 2019 •

@simon, if eBay are fixing the feedback of larger sellers is this legal? What about the Fair Competition Act of 1998? Is this not protecting a dominant market position for Hasbro ? Way more intelligent people than me may want to draw conclusions, but it doesn’t look good for sure, if true.

Jonah • 8th May 2019 •

Negative feedback started rolling in now. One of the comments is gold: "Product launch was Fyre Fest for nerds"

Lu • 8th May 2019 •

Woow. When you refresh you can actually see the negatives almost one a second in places.!!!! https://feedback.ebay.com/ws/eBayISAPI.dll?ViewFeedback2&userid=hasbro-toy-shop&ftab=AllFeedback

Simon E • 8th May 2019 •

The problem here is that eBay seems to not be getting most of the blame for this disaster. Most buyers seem to think that it's Hasbro's fault but they have no control of order processing. Hasbro didn't over-sell 30+ thousand units, eBay did! Seems that eBay can't count correctly unless it's fixing their buyer numbers and financial results!

Dav • 8th May 2019 •

Agreed. I noticed the tone of one of Hasbro's MTG account's follow-up Tweet's exposed their belief it was an eBay-owned issue (my interpretation): "@eBay is sending details via email now, so please check your inboxes. For all concerns regarding your order, please contact @eBay customer service. We're deeply disappointed with these issues that affected customers and thank you for your patience." -Magic: The Gathering Twitter account Am I reading too much into this? https://twitter.com/FidoMaster1/status/1126607853479968769 I don't believe any company, let alone a $700m USD public company, that believed it had culpability in this would completely abdicate responsibility in such a manner. I suspect this is not the last we've heard of this fiasco...

fidomaster • 10th May 2019 •

I tend to agree with fidomaster here. It looks like that tweet about Hasbro's disappointment with how this went wrong and telling customers to contact eBay "customer service" is saying they're blaming eBay. Hasbro can't be very happy with eBay about all these angry customers dumped on them, all the sorting of this mess they have to do, and all the refunds that have to be sent out. Many customers still don't have refunds and thousands are in limbo wondering what's going on. I've also read that eBay's site is showing incorrect order/refund statuses for many further adding to the confusion. I would also bet that eBay's automatic relisting of cancelled orders that they started with the last update also played a part here. Many have already complained for a long time (years) about eBay checkout errors, site problems/glitches, and constant changes that keep getting stacked on top without any previous issues being fixed. A big release like Hasbro did on eBay was a disaster waiting to happen, and it did. Looking at the eBay feedback and various Reddit and Twitter posts, it's quite disturbing that almost everyone is blaming Hasbro for everything. It really shows how uninformed they are about how eBay works, as they seem to think Hasbro somehow has control over order processing and site issues. They also don't seem to realize what a true disaster eBay's is and at what levels they can mess everything up. That's all on eBay. If anything was wrong with a listing setting, etc. you would think eBay would be working closely with Hasbro on something of this magnitude to make sure everything is correct. That clearly didn't happen either. That's also on eBay. I doubt eBay would ever admit any blame. They're just not that kind of a company. They would rather sweep it under the rug like they do with everything and not let anything like this get into bigger media outlets, especially financial sites. Maybe Hasbro needs to come out and publicly say this problem was caused by eBay. That'll probably never happen either. I would still expect the negative feedback to be slowly swept away from the Hasbro store after this simmers down. They regularly do it already for many of the large sellers they have backroom deals with. Have for years. This will be no exception.

Dav • 10th May 2019 •

The negatives are slowly disappearing. They had around 1500 30 minutes ago. Now it's barely 1200. Crooks

Lu • 9th May 2019 •

So if Paypal is now keeping their 2.9% fee (plus $0.30 per transaction) that means Paypal made $232,736.30 from Hasbro and eBay's mistakes.

LeadRole • 10th May 2019 •

I think that was from 7th May, so will depend if it goes from when the transaction was made or when the transaction was refunded. I am sure there will be a deal to be made though. What I would love to know and probably never will, is when I list on ebay and put a quantity of 10, then it sells until there is none left. If I use software to sell in a number of locations then you can set all the bells and whistles to keep the listing active whether stock is available or not. Looking at the ebay listing at the bottom, Hasbro use Channel Advisor. Obviously, that's a tool for the big boys (and girls), so will be very interesting seeing who is actually to blame.

Simon E • 10th May 2019 •