Buyer does not want to be refunded through paypal, scam or utterly confused?

[casalesexpress]

I listed a new mint breath spray for $5, when I calculated costs I was out money, my mistake, she bought it right before I was about to take down the listing. I apoligized, explained there was a listing error and I refunded her the full amount right away. Ebay streamlines this, after cancelation I was given the option to refund the original payment method/her paypal so I did. Then the saga begins.... 

Instead of trying to explain I will leave the conversation below (edited for privacy) 

Me: "Hi, so sorry, there was an error in the listing, I meant to list as a lot. I have issued you a full refund."

Buyer: 

"$19.56? 

Please send a receipt to which card/acct you made this refund to.
I need to know immediately.
Not happy about this at all"

(idk where she got this number...$19.56?)

Me:

"I refunded the original payment method, this is all done through ebay's cancelation process. You were not charged anything. $5.23 was refunded to (Buyer's full name) email: ***************@yahoo.com. I just sent the refund so it may take a few days to show up. If it does not show up after a few days please contact me so I can make sure you get your refund."

Buyer:

"who did you issue a refund to?
the card I used for this purchase was chase/amazon ending in (####)
There is no refund on that statement
Do I take this up with eBay legal?
I sure hope you didn't refund to Paypal because I do not have an account and they WILL TAKE MONEY
using an email address even if there is no account.
Please find the refund and get it back to me.
Interest on this amount is accumulating on my chase card"

Me:

" Hi, I really hope we can work together to resolve this. Ebay transactions must go through PayPal, this protects both the buyer and seller. You in fact paid me with your PayPal account which is attached to whichever credit card you choose, I cannot see any of your credit card info. Your PayPal email is **********************@yahoo.com which is the account I refunded. I will call PayPal today to make sure the refund went through. Beyond refunding your original payment method there is not much else I can do. If you don’t want the money to be held in your PayPal account you can choose to send it to your bank account/credit card or simply spend it on your next PayPal/Ebay purchase. Please email me with any updates or questions, I’ll do my best to help.

Regards"

I spent way too much time writing her response...lol. I'm not sure what I'm saying is getting through to her. Can she even leave me a negetive feedback on a canceled order (I'm trying to avoid a neg!)? If not then I will let her open up a case with ebay.... just to have them turn it down because I clearly refunded her. 

The refund is "pending" according to my paypal so I will call them and see what's up. I'm a new seller, anything wrong with what I said? Suggestions? Thanks! I understand at the end of the day some seller's are just unreasonable. Also she only has 2 feedbacks and her account was created last month... sketchy! However I'm not sure what scam she is trying to play........ I'll update.... stay tuned.... 

[badwolf12]

If she paid with a CC then the refund will go back to her CC. The process time before it appears will depend on her CC. At the very least she should see it on the CC as pending within 24 hours (someone can correct me if I'm wrong on that - I'm basing it on experience, not policy).

Your last reply to her was confusing because it indicated the refund will go to her PP account. That would be true if she paid with a PP balance, but if she paid with a CC then the refund goes back to the CC.

What reason did you choose for the cancelation? Are you aware that you may have received a seller defect for the cancelation? Sometimes it's better to ship and lose a few bucks (chalk it up to a lesson learned) rather than put your selling account in jeopardy.

And, yes, she can still leave neg FB if you cancel.

[muttlymob]

Your last reply to her was confusing because it indicated the refund will go to her PP account. That would be true if she paid with a PP balance, but if she paid with a CC then the refund goes back to the CC.

The buyer indicated she does not have a PayPal account, sounds like she paid as a guest.

[badwolf12]

---

@muttlymob wrote:

Your last reply to her was confusing because it indicated the refund will go to her PP account. That would be true if she paid with a PP balance, but if she paid with a CC then the refund goes back to the CC.

The buyer indicated she does not have a PayPal account, sounds like she paid as a guest.

---

LOL, yes, that's why it was a confusing reply to send. 

I don't think that reply helped the OP. 

[badwolf12]

To clarify, I meant the OP's reply to the buyer probably didn't help.

I was not talking about your reply in this thread, Muttly. 

[casalesexpress]

Hi, thanks for the help. Ok, I am not familar with paying as a guest. But PP won't just take her money like she is worried about? So it will be lost somewhere in paypal land..? Idk about this. Update: I just got an offical email from PP saying my refund to this person went through"Your eCheck payment cleared". I have not even contacted PP about this issue yet. 

 I know that PP refunds automatically go back to my CC unless I paid with a PP balance I believe. I thought that is were the confusion lied, being stuck as a PP money. 

What is the procedure for refunding a "paid as guest"

... I am going to look into blocking these types of guest purchases, good idea? 

[badwolf12]

---

@lbor8068 wrote:

What is the procedure for refunding a "paid as guest"

... I am going to look into blocking these types of guest purchases, good idea? 

---

The procedure is the same. The buyer will be refunded through their original form of payment.

There is no way to block a guest buyer.

[lacemaker3]

@casalesexpress;

There isn't any way to block a "guest" purchase. The seller has no way to know if a buyer made a guest payment or not. PayPal processes it the same way as far as the seller is concerned, and it isn't possible to block it.

PayPal will process the refund to her payment method. It is usually quite quick, but depending on her CC company, it may (rarely) take up to 30 days. And depending on whether she checks her CC account online or waits for a paper statement, it may be a while before she can confirm that the refund has been made.

The good thing about PayPal "guest" purchases (from a seller's viewpoint) is that the buyer can't open a PayPal case on the transaction. No PayPal buyer protection.

[casalesexpress]

Reason for cancellation was the item was not in stock. I was also worried because this item is a small aerosol bottle and legally I think I need to use protective packaging, she lives in an apartment (mail theft common in apts) and has low feedback, so that also made me want to not have to deal with it. But yes I think I should have just shipped it. I have an item that I recently purchased that was canceled due to the seller not having stock. When I check this item I don't see an option to leave feedback. I really don't want a negetive, I see this morning she has left me another paragraph long message with caps... I will start researching this more..... at this point I would just like to send her another refund wherever she wants

[badwolf12]

@casalesexpress

Because you issued an OOS (out of stock) cancelation, you received a seller defect. If you get one more of those it can really jeopardize your account. It takes a full year for a defect to roll off. Please be very careful going forward and also read up on seller requirements. Click on the Policies link at the bottom of the page.

As for the buyer, you can either go ahead and ship and message her with the tracking # if you want to "make it right", or you can take a screenshot of the message saying the refund has cleared and send it to her with a message saying she should have received the refund already and hope that it's enough to calm her down.

If the buyer knows how to find the Feedback Forum they can still leave FB there for a canceled transaction.

[casalesexpress]

Ok I will try to form my next reply it will go something like: " I believe you checked out as a guest? Depending on your credit card company, it may (rarely) take up to 30 days."

Here is her latest reply to me. 

"

I don't have a Paypal Acct.  I opened one with my email address and there are NO TRANSACTIONS.

I sent their legal dept this complaint.

I specifically used a charge card because I don't trust Paypal and would NEVER make a charge using it.

You could simplify things by either sending me a single bottle of Binaca, WHICH YOUR AD SAID I WAS BUYING... your ad was dishonest/misleading/illegal in the terms of both eBay and Paypal.

You can mail me a check for that amount or send the product.

I don't need this kind of stress because you don't know how to post your ad. 

I AM UNABLE TO FIND NOR WITHDRAW ANY TRANSACTIONS FROM PAYPAL

Just send me the product or a check or money order. 

This is beyond my level of tolerance

The best way to cheer yourself up is to try to cheer somebody else up.... Mark Twain*

"

The Mark twain quote was hers...... 

[casalesexpress]

Yes it should go back to her CC not remain lost in PP. She will try to tell me it's stuck in PP and she doesn't have a paypal account. I will try to tell her..

[casalesexpress]

I will send her this "Ok, I did not realize you checked out via guest check out. The money will go back to whichever credit card you used. Depending on your credit card company, it may (rarely) take up to 30 days. Please call paypal if you would like to confirm this. I am not scamming you. For whatever reason the refund may be taking longer to process. I did all that I can do on my end. "

Along with the screenshot of the paypal refund confirmation.

[casalesexpress]

Her latest message to me... 

"

I don't have a Paypal Acct.  I opened one with my email address and there are NO TRANSACTIONS.

I sent their legal dept this complaint.

I specifically used a charge card because I don't trust Paypal and would NEVER make a charge using it.

You could simplify things by either sending me a single bottle of Binaca, WHICH YOUR AD SAID I WAS BUYING... your ad was dishonest/misleading/illegal in the terms of both eBay and Paypal.

You can mail me a check for that amount or send the product.

I don't need this kind of stress because you don't know how to post your ad. 

I AM UNABLE TO FIND NOR WITHDRAW ANY TRANSACTIONS FROM PAYPAL

Just send me the product or a check or money order. 

This is beyond my level of tolerance

The best way to cheer yourself up is to try to cheer somebody else up.... Mark Twain*"

"

' You in fact paid me with your PayPal account which is attached to whichever credit card you choose, I cannot see any of your credit card info. Your PayPal email is ***************@yahoo.com which is the account I refunded.'

As I told you, I DO NOT have a Paypal Acct.  I paid using a credit card.  I had no idea that my eBay purchases by charge card go through Paypal since REALLY... I do NOT have a Paypal Account. 

You sent the refund to a non-existent account... Paypal does that apparently without letting the buyer know.

It is not necessary to have a Paypal Acct so why would I know that they would have a refund put in an account using my email, KNOWING I do not have login information because I do not have an account.

They pull this scam to force people to set up accounts. 

You cannot have a Paypal Acct without setting it up with your bank account and I HAVE NEVER DONE THIS, and when I created a password to login, the is in fact NO BANK ACCT there and no record of your refund (because I don't actually have an acct). 

I'm so sorry you feel that you cannot honor your fraudulent auction being that you DO INDEED have MANY bottles of Binaca and you chose for your reason to cancel my order that YOU DO NOT HAVE THE PRODUCT... another lie. 

AGAIN.. send me the product or a refund.

It's not my fault Paypal didn't inform you that I don't have a Paypal Acct.

I just lose my money because you don't know how to list an accurate auction? 

I sure hope you are not selling any Binana on eBay now since "you don't have any".

The best way to cheer yourself up is to try to cheer somebody else up.... Mark Twain*"

[badwolf12]

You're making this too complicated.

Dear buyer,

Once again, I am sorry for the inconvenience. Please see the attached screenshot confirming that your refund was processed. The refund was automatically sent back to your original form of payment. If you have any concerns you may reach out to your credit card provider to confirm the refund was processed to PayPal directly since that is the service used to process your credit card payment.

Sincerely,

Seller

If it's not that big of a deal then just ship the item and add to the above message:

In addition to the refund I have shipped the item to you through USPS tracking # xxxxxxxxxxxx.