eBay

galacticheroesgalore1977 · ‎11-13-2022

I sold a jigsaw yesterday, buyer paid immediately. Whilst checking it when I was packing it up, I realised there was a piece missing. I informed the buyer who then asked to cancel the order. I did this straight away, but I can't seem to refund the money? I keep getting a message saying "We were unable to charge your payment method for the refund of this cancellation. Please add or update your payment instrument and try again." I have 2 debit cards and a bank account linked to my account. I have tried 4 or 5 times to refund with no luck, today the buyers payment has been transferred to my bank account, so I tried the refund again but get the same message. Am I doing something wrong? This is the first time I have had to refund a buyer since managed payments started, I never had this problem with PayPal. Any suggestions?

reallynicestamps · ‎11-14-2022

Is your PP account still active?

You could just ask the customer for their PP email address, which is allowed since you have been in a transaction, and use that to send the refund.

lonebuck-books · ‎11-14-2022

@reallynicestamps wrote:
Is your PP account still active?
You could just ask the customer for their PP email address, which is allowed since you have been in a transaction, and use that to send the refund.

I would not suggest doing this. If you do, the buyer can then file an INR claim and eBay will refund them meaning you will be out both the amount you send through PP, but also the amount eBay will take from your account to refund the INR claim. Unless you process the cancellation/refund through the eBay system, they will expect the item to be shipped.

If your accounts are all correct and you don't have an uncleared balance in your sales account, contact eBay to see if they can help. You can also add another payment method to see if that works.

cstpos · ‎11-14-2022

@galacticheroesgalore1977 Did you look at your Payments (all transactions) page? If you confirm the payment was made, if you went to Orders waiting to ship, then selected Cancel with the reason Buyer requested, did you then get the error message? You should have seen a page confirming the cancellation and received a message from ebay that showed the cancellation and refund. I would also double check your account details regarding the forms of payment available.

ebay just recently sent us a request to update our account info - Drivers license scans front and back, etc. Make sure all of your info is accurate and that all accounts are available to be debited funds. I would message the buyer and explain that you're getting error messages and you are working on it. It's unusual that Managed Payments deposited the payment in less than 24 hours, but I know they were promoting adding a debit card, which we don't do. If they were able to deposit funds, why aren't they available to withdraw from the same account?

You could try the Help & Contact and do a chat or call them. I know a lot of people will say they are useless, but I have had intermittent good luck using them. Just ask them to review your account to see if there is anything you're missing. Best of Luck!

kensgiftshop · ‎11-14-2022

You might have 2 debit cards connected to your account, but are they selected as a funding source to cover refunds?

Have A Great Day.

fab_finds4u · ‎11-14-2022

Are your cards attached to your checking account or directly to eBay? Your checking account is the method for your managed payment payouts. eBay puts payout money in that account. They only take the payout back if they are refunding the payment, however eBay charges you .30 for a transaction fee when you cancel and that fee is taken from the method you attach to eBay for seller fees.

Go here to attach a card for those fees. When you attach a payment method for the .30 you'll be able to complete the cancelation.

www.ebay.co.uk/help/selling/fees-credits-invoices/setting-changing-payment-method-fees-selling-costs...