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How to refund a buyer when her opened a case. The item cannot be shipped because is damaged.
A buyer opened a case before I send an email informing that I cannot send the item because I noticed that the item is damaged. I tried to refund the buyer, but Ebay said that because is an open case cannot be refunded by Ebay.
I tried by clicking the button "Refund" to the buyer, but instead says which one of my bank accounts want to use for refunding the buyer. I do not understand why if Ebay has the money from the buyer.
I send an email to the buyer asking to cancel the order by her side in order Ebay return her money, because is an open case and the system or Ebay does not allows to do it, and the buyer said that she will write a bad review if she does not receive her money back today.
I tried to call Ebay, but I have no success, and same with chatting with automated customer service.
Please help. What can I do?
wooden_flower
Mentor1 year ago@rulaz67
You must fund the full refund. After the refund is issued, eBay will release the buyer’s payment to you, and reverse the final value fees.
No one likes it, but this is how refunds work for all of us.