returning funds to a buyer

Question

I am new to ebay and did not know i needed to respond to the buyer in a cancellation message. The buyer purchased and item and then cancelled in error and messaged me back that it was an error so i responded to them in their chat with me. After some back and forth with the buyer showing them additional info a few days had passed and I got a message from ebay saying that since i had not responded to the buyer that the purchase had gone through. A hour later the buyer messaged back that they were...

mr_lincoln · Answer

Hi @sup-2473

Go to the item in your Orders file and use the Drop-down menu on the left. Scroll down to Send refund, click that. If you are not blocked on the Send refund process you can continue with it.

You can refund their entire purchase price, the Send refund process is several pages long. On the second page you can type a note and use the drop down menu to select a reason. You will then review and issue the refund. The refund page will show you the break down of what is being refunded, any fees you paid to eBay that you will be credited for will be listed and any sales tax that applies will be added by eBay.

disneyshopper · Answer

Buyers can only REQUEST to cancel a transaction. Only the seller can file the cancellation. But you said the buyer than changed his/her mind about the cancellation, so if you did not cancel, that is fine. Now the buyer has decided to cancel, but you cannot file the cancellation? I suggest contacting ebay customer service.

Here's how to contact eBay general customer service:

1. CLICK THIS LINK:

https://www.ebay.com/help/contact?type=ContactUs&topicId=4000

2. Select a category that best matches your problem.

3. Answer the chat bots question by stating what you need help with.

4.Type AGENT ( you may have repeat steps 3 and 4)

5. Request a call back or live chat. (Note that the contact options vary depending on the topic and staffing availability)

Monday to Sunday 5:00 am to 09:30 pm PST