Refunded instead of cancelling an item I didn't ship out and it took money from a different sale

[jasons_collection]

Hi, so I ran across a complicated issue where a buyer purchased an item of mine that I priced wrong. Because of this, I refunded the buyer immediately and communicated this to him, and all seemed good. However, I acknowledge that I should have *cancelled* the order instead of choosing the "Send Refund" option as it would have issued the refund anyway and was the correct way to go about the cancellation/refund process. The problem is that eBay used the money I made from a separate transaction (in available funds) to pay for the refund. Now I have the original payment the buyer made just sitting in the on-hold section. That's my money, but it's telling me to ship the item and for it to deliver before eBay releases the funds. But it refunded using a different sale so of course I won't ship it out, that's the money I'M owed because they used money from a separate sale to refund the buyer. It says the estimated release of the funds is the 19th of August but that's under the presumption (I think) that it gets delivered as the message implies as much, but maybe I'm wrong. How am I going to receive the money? What do I do? Do I just wait and hope once that day comes it will resolve itself? Someone help please! I'm not sure what to do.

[kensgiftshop]

@jasons_collection 

You need to cancel the order as out of stock and take a defect on your account.

[jasons_collection]

@kensgiftshop 

But when I attempt to cancel the order I'm unable to. It says I already refunded in full. What do you mean take a defect on my account? I called eBay support and they said it should resolve itself on the 19th but I can't be sure.

[monica-sells]

It should resolve itself (eventually)

the problem here is there are 3 or 4 distinct 'steps'

a refund is processed in real-time (immediately)

processing is a 2-3 day 'process'

available/on hold is another 'process'

release and payout to your bank account  is another 'process'

so, there is overlapping events that eventually "even out" once all the steps are completed. If you have a refund and funds are processing, your account will show a negative (-) number until the processed funds get to the "available" stage

(I hope I made sense)

oh, and you are correct, you jumped the gun with the refund.....but at least you recognized that

[mtgraves7984]

Ahh... a sticky wicket for sure.

Yes... cancelling the order, citing 'Out of stock or item is no longer available' would have been the correct thing to do.

That action reverses the FVFs you were charged, and it would have landed your selling account metrics a 'ding'... but it would have been the correct thing to do.

But now eBay is expecting you to ship something. If the 'Cancel' feature is no longer available, then you'll take another 'ding' with no shipment.

1) Do NOT hold shipment (of a separate sale) because of this... that's another 'ding'.

2) As far as the monies are concerned... the payment will arrive. By that, I mean that your buyer was charged... if it's 'Processing', it's on its way to you. New sellers have payment  Holds, but refunds are immediate. (See @monica-sells.)

3) Regarding the botched Cancellation... you might try to reach out to eBay C/S starting with a message on the eBay facebook page. Hopefully, they'll be able to flip a switch and close out that transaction.

Good luck and good golly...

[jasons_collection]

Okay, thank you. Currently the order is still in the on hold section, not processing. I guess I have to wait a little. In that time will it penalize me for not shipping? Maybe I'm too paranoid right now and it will resolve itself in time. Having called eBay support, they seemed to suggest by the 19th things should clear up, and if not I can call again and they'll sort it out.

[jasons_collection]

Thanks for the response. Yeah, seeing as though I'm a new seller, any buyers' payments are put on hold until delivery or a specified date. Nothing is in the processing category yet. I called support and they seemed to point to the 19th as the date for it resolve itself, and if not, I can call back and they'll handle it supposedly.

[monica-sells]

i just reviewed my replies....maybe a seasoned veteran can step in and reply to this crazy idea...

to avoid a dreaded 'ding' (since you are a new seller) I would actually go ahead and ship it so a tracking number shows up and you don't get dinged for it...

[mtgraves7984]

@monica-sells 

Not as 'seasoned' as some, but 'saltier' than some... 😉

I thought of that very thing, but if the OP didn't want to ship for the price listed, the OP sure won't for nothing + postage. 😑

[jasons_collection]

Yeah, but as you said that would be throwing money away so no thanks. What if I mark it as shipped, would that do anything or would it serve to confuse the buyer?

[monica-sells]

No...Marked as Shipped still requires a tracking number (i think)

Like I suggested, make a label, and ship 'something'...

(unless I am thinking too far out of the box)

maybe a small token of appreciation for the buyers inconvenience....

[jasons_collection · Accepted solution]

Update: Fortunately, the issue resolved itself and I received my money back. I guess it was a matter of waiting. At least now I know, to avoid uncertainty, that I should not choose "Send Refund" before shipping and instead just cancel the order. Either way, the money came through so it's all good. Thanks for everyone's input!

[kiddo303]

hi @jasons_collection 

I have just done the exact same thing - Did you get a 'ding' or penalty for your action do you know? 

can anyone tell me what are the reasons for getting a penalty? 

[jasons_collection]

Hi! Sorry for the late response.

Unfortunately, seeing as the reason for cancelling was the fault of the seller (myself), I received a transaction defect (my only one.) That's only if you cancel because you, the seller, could not fulfill the transaction, whether you cancelled because of a stock issue or wished relist a purchased item at a higher price. Ultimately, if you only made this issue once, it's nothing major and not worth losing sleep over.