eBay

vintagesun · ‎02-18-2023

I had a buyer start a remorse return, but when it came time to send the refund, I would get an error that said “cannot process refund, contact eBay”. I finally realized it was because the buyer actually owed me money from the return, so eBay’s system couldn’t process it.

return was for $15 so because eBay takes out the FVF first, I would have owed $10 to the buyer. But because this was a remorse purchase, the buyer had to pay $12 to ship it back. eBay’s system takes that $12 for the postage out of what is given back in the return. Because it cost more than what the buyer was to receive, it errors out.

When I called eBay to explain this, the agent said “oh ok, no problems because eBay will just give a full refund and the original shipping back” I laughed because that made zero sense but if that’s what eBay wanted to do then ok.

Except that eBay took the full refund and original shipping out of my account. So now I’m out the money completely, including the original shipping cost. I have asked for this to be appealed, but I have not heard anything back. I’m not sure if there’s any eBay members who can help with this, but this needs to be fixed and I’d like the money owed to me to be given back.

wastingtime101 · ‎02-18-2023

When sellers encounter this issue elizabeth@ebay, what advice should we give so they don't end up in the same position as the OP? The OP here contacted CS and ended up with eBay taking the full amount from their account instead of just the item cost.

Can you also escalate this to the payments team? The seller should not be encountering an error when they try to refund just because the buyer owes eBay for return shipping. eBay should allow the seller to process the refund and bill the buyer for any balance owed.

Hey @vintagesun, can you check your seller dashboard to see if you have a case closed without resolution defect?

Thanks for posting about this.

GLORIOUS!

elizabeth@ebay · ‎02-22-2023

@wastingtime101 wrote:

When sellers encounter this issue elizabeth@ebay, what advice should we give so they don't end up in the same position as the OP? The OP here contacted CS and ended up with eBay taking the full amount from their account instead of just the item cost.

Can you also escalate this to the payments team? The seller should not be encountering an error when they try to refund just because the buyer owes eBay for return shipping. eBay should allow the seller to process the refund and bill the buyer for any balance owed.

Hey @vintagesun, can you check your seller dashboard to see if you have a case closed without resolution defect?

Thanks for posting about this.

Thanks for the tag @wastingtime101. Just to confirm this isn't a tech issue, @vintagesun were you receiving any other error messages when trying to process the refund, outside of the issue with return shipping?

Elizabeth,