Need help on a refund issue
Summary: homicidalair had an issue with a stereo amp listing on eBay that was sold elsewhere but not removed from the platform. They faced notifications for 'item not delivered' without evidence of a sale in their inbox. caldreamer advised them to handle the 'did not receive item' case by issuing a refund. albertabrightalberta emphasized the responsibility of sellers to check transactions regularly. Ultimately, homicidalair had to re-add their payment option for the refund to process successfully, realizing the importance of checking their orders page rather than relying solely on inbox notifications.
I had a stereo amp listed on Ebay but sold it elsewhere and forgot to remove the listing. I am now getting an "item not delivered" notifications from Ebay but was never notified that someone had bought it. My inbox shows the "not delivered" messages but not a sale. I don't know how this happened.
I tried issuing a refund but got "You cannot issue a refund at this time because a case is open for an item in this order."
Should I just tell the buyer to cancel it on his end?
dan
luckythewinner
·2 weeks ago · EditedIMHO your inbox is not the place you should rely on for notifications about a sale. eBay provides the Seller Hub for this, and IMHO every seller should logging into it every day and checking for orders and disputes.
albertabrightalberta
·2 weeks ago · Edited@homicidalair
As a seller, YOU are responsible for checking your account at least daily. Most sellers check their transactions multiple times a day.
If you missed a notification of a sale, you can't blame ebay.
Accept responsibility, learn a lesson from this mistake, go to the buyer's INR (item not received) claim and click to issue a refund and don't let it happen again.
BTW, the funds the buyer paid will be held so the refund will come from your backup source.
ETA: Do NOT ask the buyer to cancel his claim! You OWE him a refund and you need to issue it.
homicidalair
OP2 weeks agoThere is NO message indicating this sale on Ebay or in my email. I am always attentive to buyers and have nothing but years of 5 star ratings. So something went wrong.
albertabrightalberta
·2 weeks ago · EditedIf you go to your orders page, the order will be there:
https://www.ebay.com/sh/ord/?filter=status:ALL_ORDERS
You cannot depend on messages or emails. You need to check your account.
caldreamer
·2 weeks agoNo, customer paid money to you. If customer opened "did not receive item" case against, you need to open that and click "send refund".
homicidalair
OP2 weeks agoThx. Do they get refunded from the funds on hold or my backup credit card?
caldreamer
·2 weeks agoWhen customer opens "did not receive item" EBAY freezes that money. Refund would come from "frozen funds" unless this money was already deposited into your bank account. Then it would come from credit card or bank account.
Once you give customer a refund, this case will automatically close and EBAY will "refund your selling fees".
homicidalair
OP2 weeks agoI'm getting this message even though I have sufficient frozen funds and my backup checking account active.
dbmm-media
·2 weeks agoadd your credit card...your funds are frozen until the refund is complete
homicidalair
OP2 weeks ago · EditedYes it turned out that the refund process does not use my registered backup checking account. I had to try another small link to re-add it for this refund transaction. It went through after that.
mam98031
·2 weeks agoIt tells you at the bottom what you need to do. "to make sure you can pay if they [there] are insufficient [funds], you must ADD A PAYMENT OPTION. And that is a link, so click on it and follow the instructions.
mam98031
·2 weeks ago@caldreamer If the seller's money is currently on hold from the initial transaction that is different from Ebay putting money on hold because the buyer filed an INR. The distinction between the two is important as it controls where Ebay would pull the money to refund the buyer.
If the money was held from the moment the buyer purchased and paid for the item, then when the seller refunds on the INR, it would come from the seller's back up funding source. Within a couple days, Ebay would be releasing the money from the held funds to the seller, so they can pay off or cover where they paid for the refund from.
If the money is held because the buyer filed the INR, then you are correct, the refund would come from the held funds.
Keep in mind that Ebay may or may not be refunding selling fees on this. They do have some reasons that they don't when the seller is at fault for the issue.