PAYPAL glitch is refunding more to buyer than partial refund seller sent.

[mom_n_dads_country_shop1]

Paypal is currently having an issue, as per customer service: Partial Refunds issued by the seller are converting to total refunds back to the customer.  ie: refund shipping overage paid for multiple item purchase vs single item: partial refund = $3, however Paypal refunded the total amount of all purhcases: $15.62, including reversing fees.  My partial refund was verified by Paypal CSR.  Paypal CSR, confirmed this is an electronic error, and indeed happening, and that Paypal is aware.  Paypal is working on fixing.   A ticket was issued for this. 

I triple checke the amount of the partial refund, and on the second pagI shipped all items originally purchased.  

BEWARE, that Paypal's solution is to email the customer asking for them to repay the refund, which is not good customer service.  I stopped them from sending, as the refund needs to be paid back to me from Paypal, as it is Paypal's errorr, not the Seller, nor the Customer. 

An email regarding the full refund was sent to the customer, (copy not to me, btw,)which led the customer to believe I reversed their purchase.  They then repurchased.  All of which I am now sorting out with them, as to if they want additional items.    

[myjunqueyourtreasure]

While any of my partial shipping refunds have been for the correct amounts (I just checked in PP) this might explain something weird that happened last week.

I sent a $3 shipping refund before shipping and then got an agitated message from the buyer the next day saying they got an email from ebay that their purchases had been "refunded in full".

I had to assure them it was only the agreed shipping refund and their items had shipped the day before.

[mr_lincoln]

@mom_n_dads_country_shop1  So is the wrong amount being shown on PayPal's activity page where they itemize all the transactions?  I am just wondering where you saw in PayPal they refunded the wrong amount?

[mom_n_dads_country_shop1]

Both the PayPal activity page, with customer details, and the Ebay sold page show a total refund.   On the Ebay Sold item page, although I added the tracking number for the three items, the transaction is shown as reversed/refunded.   

[mom_n_dads_country_shop1]

I’m sorry this happened to you. What irks me most with PP CSR, is they were happily ready to send an email to the customer asking for the difference I am owed. I am eating the loss at this point, unless Paypal corrects out of their pocket, however it is not the customers fault. I hope this is corrected quickly. Until then, I will refund a different avenue through PayPal.

[mr_lincoln]

@mom_n_dads_country_shop1

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@mom_n_dads_country_shop1 wrote:

Both the PayPal activity page, with customer details, and the Ebay sold page show a total refund.   On the Ebay Sold item page, although I added the tracking number for the three items, the transaction is shown as reversed/refunded.   

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Okay, thanks ... the reason I asked is that I have one transaction that I issued a POST DELIVERY partial refund due to some verified shipping damage ... what the eBay page shows (pic below) is the TOTAL payment amount of the order as being unreceived ...  On the Sold item they show the partial refund and in PayPal they show the partial refund so I am thinking this is just some eBay Glitch on their My eBay dispaly page.

[mom_n_dads_country_shop1]

Excuse grammer/typing errors.  Typing from my cell...sigh.  

LMK if I made sense in clarifying to your question.  

JWP. 

[myjunqueyourtreasure]

Given that based on my experience PP is sending info to ebay that a FULL refund was made (and possibly earning an OOS defect) this is concerning.

I think my transaction is safe (maybe) as I can show it was shipped.

etas: I've also noticed the anomaly where ebay shows a full sale refund amount as "not paid" when a partial refund is made.

[mr_lincoln]

@myjunqueyourtreasure

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@myjunqueyourtreasure wrote:

Given that based on my experience PP is sending info to ebay that a FULL refund was made (and possibly earning an OOS defect) this is concerning.

I think my transaction is safe (maybe) as I can show it was shipped.

etas: I've also noticed the anomaly where ebay shows a full sale refund amount as "not paid" when a partial refund is made.

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I think the hihglighted part above is what is happening ... on eBay's Sold Item they do show the Partial Refund below the sale price ... I just think it's a glitch on the old Classic view format that they push the total item amount over to the unreceived area.  I will check my Seller Dashboard to see if they have record of an OOS strikes.   Unless that's not where I should check.  I make regular small partial refunds prior to Delivery for shipping cost reductions and have never had them put the item total over in the Unreceived area ... so again, I think it a post delivery glitch issue but should check in to it to make sure. 

[webwanna]

This is a nightmare.   I did a small partial refund ($3) on a +$400 item last week...  just double checked that it shows a partial refund.  So, as of last week, partial refunds were working OK.

How are you supposed to process a partial refund then if you cant use the original transaction for fear the full amount will get refunded?  Send it via Family & Friends???  Did Paypal have a work around?

[sharingtheland]

If that is really what is happening - the full amount is being refunded and it's not just screwed up programming showing incorrect numbers - then definitely use Send Money.

Also, even if a full refund isn't sent to the buyer but that info is sent to ebay, isn't that  a spanking from ebay offense?  I mean, no reason would have been given or refund request, etc.

[mr_lincoln]

@sharingtheland 

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@sharingtheland wrote:

If that is really what is happening - the full amount is being refunded and it's not just screwed up programming showing incorrect numbers - then definitely use Send Money.

Also, even if a full refund isn't sent to the buyer but that info is sent to ebay, isn't that  a spanking from ebay offense?  I mean, no reason would have been given or refund request, etc.

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Where does one go to find out if they have receieved an OOS Strike on their account? (ie: your spanking).

In my case the "reason" for the partial refund was covered in eBay Messaging ... would THAT be reviewed by eBay as they investiage the Partial Refund?

[helloandgoodmorning]

@mom_n_dads_country_shop1, thanks for the heads up! If I have any partial refunds I'll try to hold off until this is resolved.

@Anonymous, if sellers get OOS defects because of this PayPal error can you confirm if eBay will reverse them and will a seller need to call in to make that happen?

[pjcdn2005]

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@mr_lincoln wrote:

@sharingtheland 

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@sharingtheland wrote:

If that is really what is happening - the full amount is being refunded and it's not just screwed up programming showing incorrect numbers - then definitely use Send Money.

Also, even if a full refund isn't sent to the buyer but that info is sent to ebay, isn't that  a spanking from ebay offense?  I mean, no reason would have been given or refund request, etc.

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Where does one go to find out if they have receieved an OOS Strike on their account? (ie: your spanking).

In my case the "reason" for the partial refund was covered in eBay Messaging ... would THAT be reviewed by eBay as they investiage the Partial Refund?

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Your dashboard would tell you if you received a strike although I don't know how quickly it shows up.

Ebay doesn't investigate partial refunds but if it was a full refund, then yes they 'may' check messages to see the reason. 

[helloandgoodmorning]

Dashboard is updated once a week. I don't remember which day - Wednesday or Thursday?