Customer chargeback question
We had a customer place a large order on Friday afternoon and then want to cancel it yesterday. As it was a large order, we were going to refund him tonight when the money actually hit our account. He sent us an email asking about and was worried we had already shipped it and we told him when we were refunded him and it isn't shipping and he was fine with it. Right after that, we get a chargeback notice from Ebay saying the customer went to Paypal complaining he has not gotten his money back and Paypal was demanding about $118 from us so ebay put a hold for that amount on our account. But - the order was for an item, after fees, that was $420. Now - he is an international customer which might be entering into this. Ebay now has closed the cancellation request so we only have the option to refund him through the chargeback request for $118. I know we can refund through the order a different amount but clearly we don't want to do refunds in different places since that would be a confusing mess. I have no idea where the $118 comes from unless it is VAT fees which we have nothing to do with. I would call the ebay customer service but I imagine this would confuse them too so should we just refund the $118 and see what happens down the road? Thanks! Eric
