Refund/Return help needed
Summary: mykikiboo explained they had issued a refund to a buyer before receiving the returned item, which led to confusion when eBay prompted them to refund again. mam98031 advised verifying if the refund was processed and suggested contacting eBay customer service to resolve the issue. mykikiboo appreciated the guidance, noting it was a learning experience as they were unfamiliar with eBay's return process.
My buyer reached out to me asking to return an item, I agreed to give a full refund. I went to the sold listing page & tapped on refund and proceeded to send back the full price. Immediately afterwards, the buyer went to the ebay listing page and started a refund/return request. I authorized ebay to send them a return shipping label at my cost. Today I received the item back so I marked it as received. Now, to close this ebay says the next step is for me to click on refund in the refund/returns section for this item. It appears I cannot close this out until I click to refund the money, but I already refunded the money previously through the listing page prompts directly. Any advice? Thank you so much for your help!
mam98031
·3 weeks agoYou should NEVER refund before you get the item back. It actually sounds like you didn't refund because Ebay still allowed you to issue a return label. Typically if a refund has already happened, they don't allow a return label to be issues. So you may want to verify that the refund was previously sent.
The Ebay system will NOT allow for a double refund. Ebay will only refund the original payment method, which prevents duplicates from happening. But if you are sure this is what is going to happen, contact Ebay, give them the details and let them view it from their end and help you resolve the issue.
On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.
Things have changed in recent months and Ebay is not offering customer service on any site other than Ebay and Instagram right now.
Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.
https://www.instagram.com/ebay/
https://www.instagram.com/ebayforsellers/
Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.
If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.
If you are a seller outside of the US or Canada, you will need to use the Chat Option.
https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid
https://www.ebay.com/help/home
mykikiboo
OP3 weeks agoThank you so much for your help! I've been selling here for a long time but haven't had returns previously so I didn't really know how to do it. It is definitely a lesson I'm learning now! Thank you again for being so helpful !
mam98031
·3 weeks agoIt is always best to consult the policy pages when you come up against something you haven't done before. I find the easiest way to locate the policy I need is to Google it. A much friendlier search to be sure.
https://www.ebay.com/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115