ebay sucks

[primecardsgemmt10]

a buyer did not receive an item i mailed to them.  they opened a case to notify me.  i'm trying to refund the person and ebay will not allow me to do so stating that you can't refund while a case is open.  THAT'S NUTS AS IT'S ONE OF THE ACTIONS THEY LIST AS OPTIONS TO RESOLVE IT.  why does ebay make everything so complicated and convoluted?

[titipeo]

What type of case did they opened, what does tracking shows. Please provide details to get better assistance. 

[kensgiftshop]

I've heard buyers coming here saying that the seller tells them they have to close the case because they can't refund while the case is open.

Just thought those sellers were trying to trick the buyer into closing case so they wouldn't have to refund.

I've never heard it from a seller trying to do refund.

Was it a Standard Envelope Shipment?

If it was, that might have something to do with it.

[profitweb]

Yes, once days go by then the buyer can ask eBay to step into resolve.  When that happens, it gets locked.

Don't panic!  Just get ahold of eBay Customer Support and let them know you would like to refund the buyer.  They can manually make it go through, if I remember correctly.

To contact a live agent, go to https://www.ebay.com/help/contact_us?id=4116&st=10

On left, select "Chat with Automated Assistant".  Write your question, submit it, then write, "Need help from customer service" to get to an agent.

[shipscript]

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

Offer a refund

"Sellers can offer buyers full or partial refunds up to 90 days after the original transaction date. If there's an open cancellation request, return, eBay Money Back Guarantee claim, or an open dispute made outside of eBay against an order, then the Send refund option will not be available."

https://www.ebay.com/help/selling/managing-returns-refunds/refunding-buyers?id=5182

"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. Instead, any refunds must be made through the open request or case, which can be viewed in My eBay Sold, or the Returns, Cancellations, or Requests and disputes tabs in Seller Hub."