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Cancellation of buyer item
It’s been a week since I cancelled a buyer’s transaction to issue a refund. The refund did not go to the buyer; instead, it was deposited into my seller's bank account. I keep receiving this message each time I try to refund. eBay issued a ticket to tech support, and I had two conversations with eBay support. I reached out to the buyer twice to keep her apprised of the situation, with no response.
I’ve been a seller for over 7 years, with no changes to my payment card/accounts on eBay. This is not my issue.
Suggestions?
4 comments
at_mamag_vucdwk
OP1 year agoI have issued refunds for the past seven years with no issues whatsoever. And the refunds I issued to buyers NEVER went to my seller account first.
comics-scifi-collectibles
Mentor1 year ago@at_mamag_vucdwk Things changed when eBay started Managed Payments.
If you had enough AVAILABLE funds to cover the refund then eBay would have used that money and then sent the buyers payout to your checking account.
This is how refunds work>>
Refunds, even for order cancellations, come out of your available funds not pending or held. If you do not have available funds then eBay charges your back up payment method for selling costs.
Have you entered your backup payment method for selling costs here: https://ppcapp.ebay.com/myppc/wallet/list Select Manage under the method you want to use then select Preferred for selling costs. I use a credit card.
Once you issue the refund and the buyers funds are released from being held or finish processing then the buyers payment is released to you.
Here's how to contact eBay general customer service if you think that there was a mistake:
eBay agents are working from home so you have to request a call back or live chat.
1. CLICK THIS LINK:
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
2. Request a call back
3. Or you can also contact customer service by sending a PRIVATE message on social media. Customer service verifies your identity before responding.
https://x.com/askebay
https://www.facebook.com/ebay
https://www.instagram.com/ebayforsellers/
at_mamag_vucdwk
OP1 year agoThank you so much. I didn’t think this may have changed when eBay started Managed Payment. I so appreciate you taking the time to help me out. Thank you so much. Definitely appreciate you as a Community Mentor!
Maggie
comics-scifi-collectibles
Mentor1 year ago@at_mamag_vucdwk This is what I THINK happened.....
The buyers refund came from your back up payment for selling costs ( credit card, bank) . That's the way refunds work EVEN for order cancellations.
Then once the buyers refund cleared the buyers original payment was released to your checking account.
This is how refunds work. No need to keep reaching out to the buyer.