Locked
Discussions in this board are limited to the original poster and Community Mentors
eBay linked 2 sold items BUT now the customer decided to cancel one item. I can't unlink
A customer purchased and paid for 2 items. He asked to cancel one and get a refund. I tried to refund but can only cancel the total sale as eBay had linked them together. How can I just refund the one the customer does not require?
6 comments
hobby936
OP2 years agoToo late on this one but thank you for helping me out
inceptions
Mentor2 years agoHi @hobby936
You can cancel the entire order and relist the items so the buyer can repurchase the one he wants or you can use the Send refund option in the dropdown next to the order to refund for just the item he doesn't want.
hobby936
OP2 years agoYour first option I used. I would have preferred the second option as the system refused to unlink and let me refund the one I wished to cancel. I had contact with the purchaser and when he receives the parcel he will know to ask eBay for a refund. Thank you
inceptions
Mentor2 years agoHi @hobby936
There is no reason to wait and make a buyer open a return case against you to get a refund. All you have to do is just refund for the send item now using the Send refund option in the dropdown next to the order. You can adjust the amount of the refund for the one item.
And let me explain what you are calling "linking" orders...
When two items are on one order, that means the buyer added items to his cart and waited to pay when he was finished shopping rather than going through checkout twice. (Similar to going to the grocery store, buying one item, then going and buying a second item, then buying a third, etc. Instead, the buyer puts everything he wants into his cart and then pays.)
hobby936
OP2 years agoI understand but I tried to separate them every which way but could not . I tried to contact eBay by email or phone and the best I could get was AI robot but no info for my problem. Thank you
inceptions
Mentor2 years ago@hobby936
You don't have to separate them. Just click Send refund next to the order, pick a reason, add a comment, enter the amount of the refund, and submit.