refund didn't go through

[sandy101rock]

I recently switched to managed payments.  My payments are successfully going into my bank account.  

I am having trouble refunding a buyer. 

"Refund didn't go through.  Try again later or contact us." 

Well, I can't contact them and the online automated chat didn't help either.  

My seller page still says that

"You need to update your account details on file in order to avoid any issues with payouts in the future."

These two problems may be related.  Can anyone point me in the right direction?

Thank you.

[rebell45 · Accepted solution]

You can try going to the bottom of this page and requesting a call back from eBay CS.

https://www.ebay.com/help/selling/managing-returns-refunds/manage-returns-missing-items-refunds-sell...

[sandy101rock]

Dear Rebell45,

Thank you for this link.  I had searched for a phone number that worked but never found one.

I called at 8:00 am and waited only 1 minute for a rep.  She finally said "ebay will refund your buyer and close this cases."  I asked her why I couldn't refund it myself, and she said "because there was a case."  Makes no sense to me because there was a "refund buyer" button on the item in the resolution center.

Anyway, thanks for your help.

Sarah