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First time seller needs assistance
We've recently attempted to sell our first item, and were contacted by a buyer with a fixed price. We accepted this price and the transaction was underway! However, the buyer immediately (less than 12 hours after accepting and looks like paying) filed a ticket on the item as an un-received order and asked me for a refund.
As I attempt to refund the item, it gives me the following message, "You can't refund the buyer for this order" and in smaller text, "you cannot issue a refund for this item because a case is open for an item in this order."
In order to close the case, I will need to ship the item and enter a tracking number, so that I can issue him a refund? Well that's not happening.
The transaction occurred after business hours on Friday (it is now Sunday), and the item has obviously not been shipped as that would be a Monday morning thing. How can I refund his money, assuming he has payed without sending the item to resolve the open case?
lady_madonna
Mentor3 years ago@hron_76
You will need to respond through the Ebay refund request details.
In the email you received telling you the buyer’s issue, select See request details. You’ll find information on whether the buyer is requesting a refund or would prefer to still receive the item. You’ll also see your response options.
https://www.ebay.com/help/selling/managing-returns-refunds/helping-buyers-items-not-received?id=4116#section1
hron_76
OP3 years agoI attempted this method and found that Ebay would like to verify my bank account to refund the money that Ebay currently holds. This is also not happening, as it will likely result in some kind of fee or something ridiculous that I will spend the next 4 months trying to contest. I hope this buyer eventually gets his money back, but it seems like I have no power to give it back without taking personal risk (and after some searching, no way to contact ebay to have them send it back).
Thanks for your answer Lady Madonna! I never knew Ebay was such a difficult platform.
lady_madonna
Mentor3 years ago@hron_76
All sellers must have a payment method on file in instances of refunds to buyers.
PER EBAY: When you offer your buyer a refund, the amount will be paid from the total of your Available, Processing, and On hold funds. If you don’t have enough funds to cover the cost of the refund, the amount will be paid from your linked checking account or an on-file payment method.
https://www.ebay.com/help/selling/managing-returns-refunds/refunding-buyers?id=5182#section1