How to refund after 30 days?

[ccrrefills]

I have a buyer that left a neutral feedback saying they didn't get their item without ever contacting me.

Since it was after 30 days my option to refund them is gone, I contacted the buyer twice to ask them to report it as not received so I can refund them and they refuse to respond.

If I just do the refund through PayPal won't it be considered an out of stock defect?

What can I do about this and can the neutral feedback be removed if the buyer refuses to even receive a refund?

[Anonymous]

Any refund at this point is "off the books" and won't affect any of your ratings.

As far as the neutral feedback, just let it be.

[coffeebean832]

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@ccrrefills wrote:

Since it was after 30 days my option to refund them is gone

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The Orders page in Seller Hub can be filtered to show up to 90 days of orders. Find the order and in the Actions drop down select "send refund"- there should be no issue.

Alternately- the buyer can open an item not received claim for up to 90 days. They're only covered by the MBG for 30 days, but they can open a claim for up to 90 days by selecting contact seller then I didn't receive my item.