Help with sending a request refund

[melissleir0]

I am trying to do a request refund and I have the payment on hold do to was ill with covid. I did reached out to the customer and they would like a refund.  Why is it telling me that I can't refund them do to payment option. I never sent it out so the money they paid me with is on hold. I just want to release that so I can give the money back to them. 

[comics-scifi-collectibles · Accepted solution]

@melissleir0   

This is how refunds work>>

Refunds, even for order cancellations, come out of your available funds not pending or held. If you do not have available funds then eBay charges your back up payment method for selling costs.

Have you entered your backup payment method for selling costs here: https://ppcapp.ebay.com/myppc/wallet/list Select Manage under the method you want to use then select Preferred for selling costs. I use a credit card.

Once you issue the refund and the buyers funds are released from being held or finish processing then the buyers payment is released to you.