Refund that debited instead?

[kickin.assets]

Another new one for me this week …

Buyer reached out last night, stating shorts she purchased were not going to work for her (did not fit) and wanted to know if I’d help her with return process. No problem, I can do that.

Noticing it was an item that just didn’t make sense to ship back, I offered her a refund and asked she just donate the item. She thanked me, said great and I proceeded to send her the refund. Within a couple minutes, she received a notification of debit NOT credit from her bank in the amount I refunded and sent me screenshots of what was going on on her end.

I’ve never had this happen and sent her screenshots of the refund, explaining that I have no idea how she paid and that sellers have no access to any of their personal banking information and that I’m not sure what has happened.

Has anyone here ever experienced this or know how it should be handled? I believe it may have been just some glitch, but now it looks like a buyer has paid again instead of being refunded?!?

Buyer has been super friendly with great communication, thankfully, and I’d really like to figure this one out. Any advice would be greatly appreciated!

Thank you!

Kiks

[monica-sells]

banks treat funds (credit/debits) in different ways....the bottom line is

did your customers underlying account (the one with the debit), increase or decrease in value?

If it was a "debit card" the "credit" would have gone to the supporting checking account....you see what I mean? If it was a "credit" card only, it would be different.

[kickin.assets]

@monica-sells 

The screenshots she sent were from credit card, stating she just made purchase of (refund amount) and if this was okay/her.

[monica-sells]

oh...she has notification/push alerts. That is strange....

If they have online access, can they check their online statement / does it reflect in their transactions as a refund?

It sure sounds like something on the bank end to me....

and I assume your Payment screen indicates a refund....so

That's all I got....sorry

[kickin.assets]

Lol! Yes, it’s been a week of “new” for me and I believe, as you do, it’s on their end.

My payment screens show refund, so I believe this is what she has received. Whether they are confused on how debit/credit works or just truly a glitch? I have to say, seeing her screenshots, it certainly looks as if she was charged and not refunded. 🤔

[kickin.assets]

Thank  you @monica-sells for such a quick reply! Forgot to tag you in my second reply.

Guessing it's too early for this or my brain to function properly ... where's my coffee when I need it?!? 😂

[bdmh-enterprises]

Was it being shown to them as a negative debit? It looks weird on paper, but is same as a credit.

[kickin.assets]

@bdmh-enterprises 

Yes. It looks like, from screenshots, that they had made a purchase, negative debit.

I'm thinking that today I will hear back from her that all is good and that it actually was a credit, but as I stated earlier, this was a new one for me. As sellers, we just kind of go through the motions and when this happened, I was a bit confused and thought I'd ask the wealth of knowledge here, if they had ever experienced anything like this. 😁

[mam98031]

@kickin.assets 

That would not be an Ebay issue or a Seller issue.  That would be the buyer's funding source issue and that is who they need to address the problem with.

Sometimes those PENDING charges or deposits can look a little funny.  The most likely thing going on is that the buyer simply misunderstands what the screen is telling her.  Ask her to wait a couple days and then take a look.  Likely to be all fine at that point.

[12345jamesstamps]

Was it a purchase from a credit card or debit card?...Those can be 2 different accounts from the same bank like I have.

And it's the weekend...so I assume this was not today and not after 5 PM on Friday.

[kickin.assets]

@mam98031 

Agreed! Believe she may just be a little confused as I was when this all happened last night. Just another “new” issue I’ve never experienced.

It’s been a really “interesting” week with first the cuffed/uncuffed jeans issue and now a buyer thinking eBay charged her instead of refunding. Buyer plans on talking to her card issuer and hopefully they can help her with any confusion on this issue.

I appreciate your thoughts on this!

Thank you!!

[kickin.assets]

@12345jamesstamps 

From the information she has sent me, looks like a credit card, although she originally said “her bank”. Screenshots she sent, look like CC to me. So yes, maybe a bank CC.

All of this happened last night, 7:30 pm - ish my time and she’s on the east coast, so an hour ahead of me and well past business hours/weekend. 

[12345jamesstamps]

A refund on a credit card after 5PM Friday...I don't think so.

I don't even think a debit card would be refunded as well. after 5PM on a Friday.

I have had a refund on my debit card but that's in store minutes after a wrong price.