Buyer ordered, immediately wants to cancel, I clicked on Send Refund, and got this error message.

[2simpleguys]

This is such a waste of time!  The buyer ordered, immediately cancelled due to "changed mind."

I tried to check cancellation details, but at every turn I got this message:  

Something went wrong

Please try again

 

So I tried clicking on Send Refund, and got this message:

A post-transaction case exists on this order, seller refund can’t be triggered.

I've never gotten into this situation before.  Please help!

[maxvr6 · Accepted solution]

I talked to Ebay customer service..it is a system issue, they are aware, and are working on it. I got the same error message.

[2simpleguys]

Thank you for your response, @maxvr6 .

I called ebay Customer Support after I posted my question, and got the same response as you did:   they're aware, and they're working on it. 

[wastingtime101]

The message when you hit send refund appeared because the cancellation already existed. That's the "post-transaction case" being referred to.

FYI for the future - using Send Refund to cancel a sale is not a good option. Since there's no cancellation when you "send refund" that means eBay's system doesn't recognize the order as cancelled and you'll still be expected to ship.

[2simpleguys]

Thank you for the info re using Send Refund, @wastingtime101 .  I was wondering about whether it was okay to do that, but did click on it out of frustration when nothing else worked.  I'm now glad I got that error message.

Happy ending in regards to the buyer has successfully received their refund.

My ebay customer service guy was very nice, so I'm going to give him a good review now.

Thank you again!