Issue with returning Funds which Ebay keep

Question

Iâ€™m looking for advice or moderator assistance regarding Order #04-14149-59178 / Item #406007824550.

A buyer purchased multiple items, but one item is missing, so the order cannot be completed. The buyer agreed to cancel.

eBay is holding the buyerâ€™s payment but requires me to pay the refund amount upfront in order to cancel â€” even though eBay already has the funds.

Phone support advised asking the buyer to cancel, which was done, but the system still demands payment. A supervisor call was disconnected after a long wait.

Has anyone successfully obtained a manual cancellation/refund using held funds? Moderator assistance would be appreciated.

eastlaneave · Answer

@katyan82

I'm sorry that happened.

My experience, you will need to refund the amount off your credit card, and then eBay will release the buyer's money to you so you can pay your credit card back.

I understand that is a large amount of money.

Try eBay's social media customer service to get assistance. Maybe they can help, but I suggest you also find a way to refund from your credit card.

- https://www.facebook.com/ebay

- https://www.instagram.com/ebayforsellers/

Just sent a private message to the page explaining what happened.