Refunding as a seller

[highfashionclothing]

I sold an item but the buyer sent it back to me and i refunded her. I got my item and give her money back, that's it.

I refunded directly from PayPal, so ebay sent me messages and still wants me to refund her. I can not call ebay since i am in Turkey, i wrote them via Twitter and Facebook. All they do is giving me irrelevant answers for 2 days. I am about to loose it since they do not care at all and their answers are like bad jokes.

If i don't refund, ebay will take the money from paypal. But i've already refunded! The deadline of the case is tomorrow. I sent a message to buyer days ago to close the case but she said there is no such an option. Ebay still says that she has to do it. She is not answering my messages.

What should i? How can ebay says "we have nothing to do"? Are we managed by robots? How can't they change a case?

Ebay does not protect sellers as i see. I will never use again.

[emerald40]

That is why you need to go through all the steps.

She opens a case through ebay.  You click return for refund.  She sends it back you refund.

And then the case closes.

If it was an expensive item, then it may be worth the call to get it closed.

Otherwise, it could result in a defect.

[dcintennessee]

It sounds like you and/or your buyer didn't follow proper procedure for a return. If handled properly, you also would be refunded your final value fees. Although it seems reasonable that issuing a refund through Paypal would have been okay, when a case is opened through eBay, you have to resolve it through THAT case.

You don't want the case to automatically be closed with a refund issued, because that earns you a seller defect, and of course you lose the $. Your best bet is to refund again, using the link provided in the open case.

AFTER you properly close out the case that's open with eBay, you can continue to appeal to eBay & Paypal that you refunded twice. But, if you allow this case to time out tomorrow, there's even less chance you'll ever get restitution.

[city*satins]

When you refunded the buyer through Paypal did you go to the original payment screen from the buyer's Paypal payment and select REFUND and SUBMIT?    Or did you select SEND MONEY instead.

You must refund from the original payment if you're going directly via Paypal.

Could that be the problem?

For future - the correct way to refund a buyer when there is a Return case, is to refund from the case itself by selecting REFUND. That way the connection between the case, the sale, and the refund is all in one place.

[lovtaco0]

@highfashionclothing You went around the proper procedure by refunding through eBay so this will be extra work to handle. Go to the return request and respond to the buyer through the request by providing the PayPal transaction number of the refund. If you refunded from the PayPal transaction and did not use the send money feature then eBay will be able to see that you refunded. You will need to contact them again and with a little hand holding tell them to reference the refund transaction number you add to the request.

[vintagemoth12]

If you refunded her from Paypal there is a record of your refund. Have you been to your Paypal account and looked to see if it has been refunded. That is all the proof you need.

It might be an automated message like I got about selling an item I had already sold. Don't worry about it. Just go check your Paypal and let us know what happened there.