Can't refund - help!

[this*old*attic]

Any ideas, oh wise ones?

I've been trying to issue a stinking refund of a measly $45 for 2 blankety blank days!

Ebay says there's an error and refers me to go directly to the Paypal transaction. Paypal then says there's an error. I've tried adding 2 different bank accounts to both companies, instead of relying on debit cards... that gives an error, too.

I've tried depositing/cashing a check to Paypal using the phone app so I can refund from the balance - error again.

I am pretty much literally in tears, and today is the deadline Ebay gave me to issue the refund.

Called Paypal, and the gal was helpful but cannot override all the errors from the Paypal site.

Now I'm on the phone with Ebay, she's trying........

[this*old*attic]

… and Ebay CS says there's a site problem with refunds. 

Hmmmmmmmm, this doesn't seem credible. Both sites?

[inhawaii]

I've been getting those error message also.  I just keep trying (in the same session) and it eventually goes through after 2/3/4 tries.

[equid0x]

---

@this*old*attic wrote:

Any ideas, oh wise ones?

I've been trying to issue a stinking refund of a measly $45 for 2 blankety blank days!

Ebay says there's an error and refers me to go directly to the Paypal transaction. Paypal then says there's an error. I've tried adding 2 different bank accounts to both companies, instead of relying on debit cards... that gives an error, too.

I've tried depositing/cashing a check to Paypal using the phone app so I can refund from the balance - error again.

I am pretty much literally in tears, and today is the deadline Ebay gave me to issue the refund.

Called Paypal, and the gal was helpful but cannot override all the errors from the Paypal site.

Now I'm on the phone with Ebay, she's trying........

---

I would make sure I catalog all interactions, including recording calls if legal in your state. If you haven't already, I would ask both eBay & PayPal to send you something in writing stating they were not able to process the refund for reason XYZ. 

I've only had this problem once and I called PayPal to resolve it. The person I spoke with at that time was able to do *something* and manually issue the refund from my account, which didn't show up right away... took about 24 hours and they told me that would happen, as well. 

The only other thing I can think of would be to directly send the funds to the customer and then to take up the fallout with eBay later. Keep good records.

I would also reach out to the customer and let them know what is going on and that you're not stalling and you are currently working with both PayPal & eBay to resolve the issue. In that same message, I might suggest that you can try to resolve the issue immediately by directly sending them the funds, with their authorization. Once you receive a confirmation from the customer to take that route only then would I directly send the funds. This way, you'll have a paper trail with the customer agreeing to handle the refund transaction outside the normal process to CYA with eBay and PayPal. 

Good luck. 

---

As an aside and totally unrelated to your thread but I think its hillarious that people on these boards keep arguing with me telling me the two companies aren't linked when stuff like this shows that's obviously the case since neither institution can process your refund transaction at the exact same time. Make you think, hmm?

[sin-n-dex]

---

@this*old*attic wrote:

Any ideas, oh wise ones?

I've been trying to issue a stinking refund of a measly $45 for 2 blankety blank days!

Ebay says there's an error and refers me to go directly to the Paypal transaction. Paypal then says there's an error. I've tried adding 2 different bank accounts to both companies, instead of relying on debit cards... that gives an error, too.

I've tried depositing/cashing a check to Paypal using the phone app so I can refund from the balance - error again.

I am pretty much literally in tears, and today is the deadline Ebay gave me to issue the refund.

Called Paypal, and the gal was helpful but cannot override all the errors from the Paypal site.

Now I'm on the phone with Ebay, she's trying........

---

This happened to me once. Buyer went on a shopping spree, closed her paypal account and filed a bunch of INRs on her items. When I tried to refund on eBay it referred me to Paypal, on Paypal there was an error. I was told that it was because the Paypal account was closed, they couldn't process the refund.

What ended up happening, I got on the phone with an eBay CSR, they forced the refund because I couldn't, but 24 hours I had a case closed without resolution. I called back to speak to a defect removal specialist who read the emails I sent to the buyer about how I can't refund because she closed her account (which she admitted she did, and she also said she didn't want a refund, she wanted the item, I offered to buy the DVD for her on amazon and have it shipped right over and she opened a case which would time out before she got the replacement item).

Anyway the defect was removed.

Your Paypal rep might not be very experienced. I'd call back and ask questions about why you can't refund. I think in my case the option to refund was not in the transaction anymore (in Paypal).

YMMV, but this is one reason I can think of for the problems you have.

C.

[remispe_54]

---

@this*old*attic wrote:

Any ideas, oh wise ones?

I've tried depositing/cashing a check to Paypal using the phone app so I can refund from the balance.

---

Hi @this*old*attic, have someone else send your a Friends and Family payment from their functional PayPal account, then refund from that new balance.

[this*old*attic]

Oh my gosh duh!!!

[greg5000]

Sorry this is happening to you and most likely to others.

Today wasn't a good day for eBay, with major Technical Issues (Listing, Printing Labels, Messaging ... and we'll add Refunds to the list).

Hope you have a stress free weekend!

[xanhdo-1992]

There is no solution!

[equid0x]

Well I guess there isn't... since I gave a pretty **bleep** good one but my SN is equid0x. 

[this*old*attic]

Drat and darn! My daughter’s too broke and my MIL is too stodgy.

Foiled again.

And still getting error messages.

Now it’s the “It’s not you, it’s us” version.

😐😐😐😐😐

[mam98031]

As an aside and totally unrelated to your thread but I think its hillarious that people on these boards keep arguing with me telling me the two companies aren't linked when stuff like this shows that's obviously the case since neither institution can process your refund transaction at the exact same time. Make you think, hmm?

They are under contract with each other.  It isn't that hard to understand.   Before Ebay even bought PP, things were the same.  It didn't change after Ebay bought PP.  And it didn't change after Ebay took PP public.  Paypal has always been a separate company from Ebay, before, during and after they purchased the company.  

But you are right, they are connected.  They are connected by a contract.

[flyingmvp]

Same thing happened to 7s yesterday as well, unable to refund...

[this*old*attic]

Got up this morning and had the same continued issues. Neither site will let me refund the buyer, and neither site will let me add either of 2 different bank accounts.

So, a lovely friend just did that - sent money so I could do a refund from my balance..... which has mysteriously gone up $10 with no payment or deposit for that amount. It's just bad Math and I've been taking screenshots through this mess so it's not that I'm remembering anything incorrectly.

Moreover, the check deposit rejected by the Paypal app yesterday afternoon shows black/active in my Paypal account, as a $75 deposit with a $5 fee deducted (hey, I was desperate - okay?)….. but no money actually added.

Does that mean it's processing after all? Or are they taking the $5 fee even as they reject the deposit itself?

I'm sooooo confused!!!! 

[trustedbasset]

Me too,
Just keep on trying and eventually it goes through but it’s so frustrating.