Cannot send refund/ cancel order - managed payments

[graystone-creations]

Hi, hope someone may have some ideas. Summary:

1. Customer placed $600 plus order

2. Customer realized they wanted something else 

3. Customer did not know about "order cancellation request" and filed dispute with Paypal

4. Customer then retracted Dispute with Paypal

5. 10+ days later still could not cancel order - showed in dispute

6. Ebay advised me to ACCEPT dispute - I do so

7. Ebay sends confirmation that they will process the customers refund

8. 5 days later Ebay sends email telling me they fought the dispute on my behalf and WE WON!

9. I cannot cancel the order- I cannot send a check to the customer in case they later take the money out of my account.

10. Both Paypal supervisor (on conference call with customer) and Ebay both say they are waiting on the other

Meanwhile customer is calling several times a day panicking about his refund that I dont seem to be able to find a way to give to him.

Anyone have any suggestions how to navigate through this with managed payments! Any help would be very welcome! Thanks!!   

[tdar24219]

I am sorry you are having this issue. Are you saying the "REFUND" option is no longer available on the order?

[graystone-creations]

Yes, from the moment he filed the claim to this date even after I accepted the claim and even after Ebay said they fought it for me anyway and won. Sitting listed as late with no way to cancel.  

[downunder-61 · Accepted solution]

Because the buyer closed the dispute it was automatically found in your favour. For this reason the transaction is done in the eyes of eBay.

Can you contact the buyer and either get a bank account or paypal account for you to refund into as this may be the only course of action or even send a cheque to the address of the buyer.

I don't see that this would be in breach of any eBay protocol as it is not 'dealing' off eBay, you are simply trying to right a wrong

[graystone-creations]

Thanks for your reply and input. I think we will do that. Right now I am concerned with Ebay later refunding his money for the unshipped item which still cannot be cancelled and shows late. Want the customer to get his money but not get it twice. 

Thanks again! 

[ryarohri0]

If it were me in your position, you have done all you could:

1) Customer make order

2) Customer change mind

3) Customer ignorantly disputes payment guys

4) Customer sheepishly retracts dispute

5) You couldn't cancel order

6) Advised to accept dispute against you, you do

7) Advisors promise customer refund

😎 You get found innocent of fraud charges

9) You can't refund lest you pay them double, (the check and the refund money)

10) Customers pay group and  Advisors now in committee trying to figure things out through red tape

11) Customer freaking out about money, yet again totally ignorant and impatient with situation

I would advise you assure this person you did all you could, explain the situation fully to them, and if they have any common sense (although based on how you told me they played this, they don't), they will understand and be patient while the corporations hash it out, your part in this, otherwise is done, apart from the explanation, I believe you owe this person nothing, they paid you money, changed their money, freaked out  without knowing the score, much of this is on THEIR heads, they must take responsibilty for making so many mistakes, first, comitting to a purchase before exploring options, two, reversing themselves to make up for their first mistake, three, starting a fight with their payment people, four, not really apologizing when realizing their mistake, and now five, yelling at and blaming you for their brashness.  On top of that, Ebay, a corporation like any other more likely interested in profit than people, encouraged this person to continue acting like this by assuming you were in the wrong and placate this person and aquiesce to their tantrum, now Ebay is having to clean up their mess and take responsibility for their part in this debacle by negotiating with Paypal, all because some people can't seem to take responsibility for own mistakes, make the mistake corporate and you got big trouble.

Way I see this:

'Protagonists' You / Paypal

'Antagonists' Customer / Ebay

but that's just me, as Ebay does make it hard to get refunds on items if certain conditions are not met

[ryarohri0]

I've got something similar to that regarding an 11 month old presale item I bought in January I can't get cancelled and refunded as button not there anymore

second case is another seller who 'sent' an item but it never arrived, I can't contact seller, and can't file a case as item 'sent', so no cancellation or refund is possible, also I have little experience with business, and did not consider being bound to policies as an issue, just was using common sense and a strong sense of morality and accountabilty, perhaps to use more than one post as advice for course of action would be a wise course of action, to try to get this persons Paypal account number and try to send money there, WITH the ideology that most of this is the customers own doing and even though regarding business you are responsible, in the field of social interactions, this person is responsible, difficult line to toe when the business deals with people, negotiations can be a pain when no side agrees with the other(s), wish I had an answer to that, I would use the idea 'Know thy enemy, know thyself', know who you are and what you are about and same for your customer, what your good and bad points are, is either of you patient or impatient, hot headed or cold as ice, selfless or selfish? Easy to ask, hard to answer....

[ryarohri0]

Well spoken, just like I said in first post, I hope my posts and the other posts of others prove useful, I wish you well with this, corporations and customers can be a pain to deal with sometimes...

😠