eBay

mom_n_dads_country_shop1 · ‎09-17-2018

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.

mom_n_dads_country_shop1 · ‎09-17-2018

I suggest sending a partial refund via via Family and Friends, until what ever it is gets worked out. Unfortunately, you do NOT get the paypal credit due, however, you also don't have a confused, disenchanted customer. I sent a message when I did the refund, however, I have heard nada back from the original message, nor the subsequent one from this morning inquiring if she indeed really wanted the extra 4 shelf sitters, to make a total of 7. Since we are judged on shipping speed, I communicated with her (venting, thank you for listening...:) that I would ship by end of the day today, assuming she purposely wanted all 7.

All for a Happy customer....I want my customers to be happy. A happy customer is a return customer, when they have hundrends of thoughsands of choices of where to spend their money.

Yes, a nightmare.

mr_lincoln · ‎09-17-2018

@pjcdn2005 It was a partial refund ... 20 bucks on a 107 order because USPS caused damage during shipping ...

Regards,
Mr. Lincoln - Community Mentor

mom_n_dads_country_shop1 · ‎09-17-2018

agreed....sigh...

And, yes this is what actually happened. She bought a ton of stuff, paid with out combining. Actual shipping cost was $6.55, she paid $18 for shipping. I refunded her $11.45, via one of her items that she paid $15.61 for. All was correct on the original Paypal screen, AND the additional confirmation screen, AND the final "you have refunded $11.45 to the customer,... screen. So I though all was good to go. Memo portion of the refund screen laid out why I refunded the amount I did, was clear, concise.

I re-list 4 more of the items, and within 30 minutes, she purchased all 4. I did not think anything of this, because I was unaware of the total refund. Just thought she must really love Tabby Cats on Pumpkins, because she bought 7. Today, while transfering from Paypal to my bank account, I notice the refund listed as a total refund including fee reversales, go to ebay, and see refund, AND Ebay fee reversals......call Paypal..etc. All in my original post. Customer service confirms this has happened to others, and they are working to fix. Nightmare....

Sorry for the repeat info. Wanted to be clear that what ever happened was the fault of Paypal, and that Paypal was able to see the original partial refund, etc.

A nightmare....

@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.

Anonymous · ‎09-17-2018

@helloandgoodmorning wrote:

@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?

Hi @helloandgoodmorning, we would be happy to review the situation and remove any associated defect that was the result of a PayPal error. If anyone has run into this situation and can provide me with the item number, I will be happy to investigate further!

mr_lincoln · ‎09-17-2018

@Anonymous wrote: " ... If anyone has run into this situation and can provide me with the item number, I will be happy to investigate further!"

____________________________________________

Good evening Trinton ... thanks for the reply to this thread and where should we send the item number? Or can we just post it here (I'm fine with that if you and the site Guidelines are?).

Regards,
Mr. Lincoln - Community Mentor

myjunqueyourtreasure · ‎09-17-2018

In my case, the only "evidence" of an alleged 'full refund' was the message my buyer got from ebay. PP & ebay both show the correct partial amount.

Reality is the leading cause of stress.

mom_n_dads_country_shop1 · ‎09-17-2018

@Anonymous wrote:
@helloandgoodmorning wrote:
@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?
Hi @helloandgoodmorning, we would be happy to review the situation and remove any associated defect that was the result of a PayPal error. If anyone has run into this situation and can provide me with the item number, I will be happy to investigate further!

Could you look into mine as well? Now the customer order is showing up under non-paying dispute which should not be here at all. Since I am awaiting PayPal's resolution to the partial refund that glitched to complete refund, I don't want to add that this was paid, as this could effect PayPal's solution.

Here is the information so you can inverstigate. Thank you bunches. I look forward to your help.

8104 four***************************** (for this post, seller erased buyer id. for privacy reasons.) LMK if you need for your investigation. JWP

3

$8.97

$0.00

Sep-14

8104 (263920941096) NEW Miniature Shelf Sitter TABBY CAT on PUMPKIN Halloween~Primitives by Kathy Sep-14 The buyer has not paid for the item

Anonymous · ‎09-18-2018

@mom_n_dads_country_shop1 wrote:

@Anonymous wrote:

@helloandgoodmorning wrote:

@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?

Hi @helloandgoodmorning, we would be happy to review the situation and remove any associated defect that was the result of a PayPal error. If anyone has run into this situation and can provide me with the item number, I will be happy to investigate further!

Could you look into mine as well? Now the customer order is showing up under non-paying dispute which should not be here at all. Since I am awaiting PayPal's resolution to the partial refund that glitched to complete refund, I don't want to add that this was paid, as this could effect PayPal's solution.

Here is the information so you can inverstigate. Thank you bunches. I look forward to your help.

8104 four***************************** (for this post, seller erased buyer id. for privacy reasons.) LMK if you need for your investigation. JWP

3

$8.97

$0.00

Sep-14

8104 (263920941096) NEW Miniature Shelf Sitter TABBY CAT on PUMPKIN Halloween~Primitives by Kathy Sep-14 The buyer has not paid for the item

Hi @mom_n_dads_country_shop1, I'm not seeing an unpaid dispute for this transaction on eBay nor do I see a defect recorded for the refund that processed. Keep us posted as PayPal investigates this issue!

Anonymous · ‎09-18-2018

@mr_lincoln wrote:

@Anonymous wrote: " ... If anyone has run into this situation and can provide me with the item number, I will be happy to investigate further!"

____________________________________________

Good evening Trinton ... thanks for the reply to this thread and where should we send the item number? Or can we just post it here (I'm fine with that if you and the site Guidelines are?).

Hi @mr_lincoln, an item number is perfectly fine to share here on the boards as long as by sharing the item number there is no implied naming & shaming. Positive comments about a listing or item and requests for assistance with your own listing are all fine. Negative comments or indications to review related feedback that you are displeased with would not be allowed.

For this technical issue, you can provide the item number here and we will be happy to review for potential defects so we can get these addressed. So far the submissions I've received do not have defects recorded but if we discover a problem on our end related to this PayPal error we can work to automatically apply protections for our sellers.

mom_n_dads_country_shop1 · ‎09-18-2018

I have not opened an unpaid item dispute on Ebay, not sure if this is why you can't find? Please see the Refund Screen Shot and UPI screen shot taken a few moments ago with all details.

This is the item associated with the full refund, however on Paypal did a partial refund, with glitch, became a full refund. I did ship the first items, arrived yesterday. However, the record does not show I shipped them, even with a tracking number associated with this.

mr_lincoln · ‎09-18-2018

@Anonymous.com

My sincere thanks for the reply ... here is the item number: 332784706202

I made a post delivery partial refund to offset shipping damage ... customer suggested the amount - I agreed and processed it accordingly.

Regards,
Mr. Lincoln - Community Mentor

Anonymous · ‎09-19-2018

@mr_lincoln wrote:

@Anonymous.com

My sincere thanks for the reply ... here is the item number: 332784706202

I made a post delivery partial refund to offset shipping damage ... customer suggested the amount - I agreed and processed it accordingly.

Hi @mr_lincoln, I'm not seeing a defect for this transaction at this time. Keep me posted if you see anything on your end and let me know if you get an update from PayPal about how they resolve this for you financially.

Anonymous · ‎09-19-2018

@mom_n_dads_country_shop1, do you have an update from PayPal? I'm interested in the progress - if this is still going on and how they're resolving this for you.