Trying to issue a refund but it's not working

[ibetanikle]

I sold an item today and when I went to ship it I couldn't find it...because I've already sold it! I have no idea how it happened, but I've apologized to the buyer profusely and am sending him a similar item free of charge. When I click on send a refund, it does nothing...The review refund button isn't highlighted and I'm about to pull my hair out! I feel bad enough for the buyer, but now I can't even give him a timely refund. Anyone have any ideas? PLEASE???!!!

[ebooksdiva]

You need to cancel the order select Out of Stock. When you do that your buyers payment will be refunded. You will also get a defect for being out of stock. 

[buyselljack2016]

@ibetanikle 

Did you make an entry in the "reason " for the refund box?  

Doing that may then allow you to continue.

[albertabrightalberta]

@ibetanikle 

I wonder if this is another case of a "ghost listing" that ebay claims don't exist. 

[smalb8]

To try again, log in to PayPal and go to the Transaction Details page and click Issue Refund. You can also send money directly to the buyer through PayPal, but you'll need to cancel this transaction to receive your final value fee back

[albertabrightalberta]

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@smalb8 wrote:

To try again, log in to PayPal and go to the Transaction Details page and click Issue Refund. You can also send money directly to the buyer through PayPal, but you'll need to cancel this transaction to receive your final value fee back

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An ebay seller can't refund through paypal. The transaction isn't in there. 

[buyselljack2016]

@smalb8 

refunds are done through eBay so that the seller gets the FVF refunded.

(send via another means, and then cancel on eBay will likely result in refunding twice)

[ebooksdiva]

Your information is flawed, sellers can’t go to PayPal to refund because the transaction was paid through eBay’s managed payment. Refunds can only be issued through the order in the Seller Hub. Plus sellers don’t have access to a buyer’s email address, let alone a PayPal email address.

[cruoli-43]

If there's an open cancellation request, return request, eBay Money Back Guarantee case, a report that an item hasn't arrived, or an open dispute made outside of eBay against an order, then the Send refund option will not be available.