Having an issue with a refund and NEED help please!!

[Anonymous]

I have a recent question posted in "Returns" and should have put it in "Selling" so it could get some attention.  PLEASE go under "Returns" and look for my post "Item returned to me and NOW I can't give buyer a refund?!?".  I really do need the entire communities assist on this one.  I'm always on here reading the good advice from y'all and have been able to resolve a lot of issues this way.  THIS one is just over my head and I need to resolve it today!!!  Thanks again, Betty

[eunster1313]

@Anonymous 

Refunding buyers

https://www.ebay.com/help/selling/managing-returns-refunds/refunding-buyers?id=5182&st=12&pos=6&query=Refunding%20buyers&intent=refund&docId=HELP1608 

[Anonymous]

Thanks for that but it didn't help.  I tried to do the refund again and since the amount is over what the buyer paid I can't issue the refund.  ALL I can think of is either sending her a check or put the funds in PayPal and wait until they clear.  BUT I still won't have her email addy to make the transaction.  Thanks for trying to help though!!!

[dhbookds]

since the amount is over what the buyer paid I can't issue the refund.

That's correct.......you won't be able to issue a larger refund than the original sale.........  also, as you say,  the options are some kind of money.........check/cash/money order to her via snail mail or thru paypal........

[dhbookds]

Just one thing.........I don't know why you have to refund more than what the buyer paid..........understand, if you refund thru ebay...........they will refund the sales tax..........it will NOT come out of your funds.........

[Anonymous]

The details were in my first post under "Returns".  The buyer didn't open a case and just returned the items to me.  I owe her more then what she paid to reimburse her for the return shipping cost.

[eleanor*rigby]

As previously suggested, you can't refund a buyer more than they paid. Period. Refund whatever you can refund via eBay. As far as the balance goes, either send the buyer the rest of the refund via cash or check in the mail, or, reimburse the buyer via one of the P2P platforms like PayPal, Venmo, or Zelle.

[katzrul15]

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@Anonymous wrote:

The details were in my first post under "Returns".  The buyer didn't open a case and just returned the items to me.  I owe her more then what she paid to reimburse her for the return shipping cost.

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You can only refund from the transaction view what the buyer paid. Do you offer free returns?  This would have been easily resolved if the Buyer opened a return case.   Any reason they did not? 

[Anonymous]

I did try refunding just what the buyer had paid and that wouldn't go through either.  The "Review Refund" button just stayed grey.  It could be that it's because my funds are still tied up in processing and I can try to do it again once they are available?  I'm going to try Customer Service shortly, for all the good that will do.  Thanks for your advice!!!

[eleanor*rigby]

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@Anonymous wrote:

It could be that it's because my funds are still tied up in processing and I can try to do it again once they are available?

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I don't know the answer to that. I've never heard of a seller who has had this same predicament.

You stated this needed to be resolved today, but you also stated the buyer hasn't filed a case. Why does it have to be resolved today? Are you running up against the 90-day refund deadline?

I know you stated in a previous post that you'd read the "Refunding buyers" page, but does anything in this paragraph explain why your refund button is not available?

[Anonymous]

Yeah, I have looked on the boards MANY times for this same problem and it IS unique.  I say I want to get this solved TODAY because it has been the "return from Hell" and I want it over with after dealing with it for a month.  I have known this buyer for years and trust her when she said she was returning something, so she just did it and I didn't realize the issues with the refund, I do them all the time but not for such a large amount.  I will never accept a return again unless I go through eBay!!!  Thank God I only have one every 2 years!!!

[buyselljack2016 · Accepted solution]

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@Anonymous wrote:

I did try refunding just what the buyer had paid and that wouldn't go through either.  The "Review Refund" button just stayed grey.  It could be that it's because my funds are still tied up in processing and I can try to do it again once they are available?  I'm going to try Customer Service shortly, for all the good that will do.  Thanks for your advice!!!

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Customer service should be reserved as a final, no other way, I give up, I'm ready for poor advice, solution.

CS has been known to give some strange ways to do things. They can quickly go "off script" getting you in deeper than you already are.

CS will likely suggest that you pay the buyer by PP. (good solution)

Can the buyer still open a return request?  If they can, one solution would be to have them do that.

You then refund in full with no return required (you already have the item.

They get a full refund of the amount paid.

Don't care about the FVF?  Again, as others suggested, pay them via mail.

You get credited your FVF (minus $0.30).

You have their address.  As suggested by others, send them however much more you would like to send by mail.

[downunder-61]

This is your first post

https://community.ebay.com/t5/Returns/Item-returned-to-me-and-NOW-I-can-t-give-buyer-a-refund/td-p/3...

[emjai12]

I'm currently having this same issue and I'm baffled. I've never had this happen before and I've remained in contact with the buyer via ebay email. I guess I'll have to have them open a request with ebay, but I'm not even sure if that will work.

[lancegonsalves2014]

Need help with my refund from an item I returned it been one week and no response and I Have no way to get in contact with the seller fastandfurios exhuast