Refunding

[jman0312]

Just had a sale, 1 hour later they requested a refund with reason being accidental purchase. I want to refund since its not shipped. Is any of my $ taken from my bank or just there payment upon refunding?

[mam98031]

You don't simply refund.  You do the Cancellation process with the reason, the buyer requested it.

https://www.ebay.com/help/policies/member-behavior-policies/order-cancellation-policy?id=5298

[toysaver]

It depends on how quickly you do it.

[mam98031]

---

@toysaver wrote:

It depends on how quickly you do it.

---

What does speed have to do with it?  I mean certainly a seller doesn't want to drag their feet once a buyer requests this, but I'm not sure I understand what your concern is.

[jman0312]

Thank you, should I do that asap or wait til buyers $ is actually in my bank?

[jman0312]

I'm concerned that since I don't have their $, that my $ is given to them...thus I've handed over my $ for no reason

[fab_finds4u]

The buyers gets all their money back but eBay keeps the .40 transaction fee that will be more than what their refund is, therefore eBay will want that transaction fee before they refund.

This means the payment comes from the method you attached for seller fees that aren't  taken from the payout.  

[jman0312]

I don't understand your answer, all I want to know is since their $ dosent get to me instantly, who's $ are they getting? Their original payment or my money from bank? Isn't their money pending for 2 days til payout?

[jbbowers12012]

Agreed with mam98031 - You dont' just "refund" you should first "cancel the sale". Good Luck!

[jman0312]

A better question for me to ask is do I wait till their payment is in my account to refund?, I currently have no $ in that account until their payment goes through 

[monica-sells]

If I am not mistaken...the 'refund' (when issued) is booked in "real-time".

The buyer's payment is in the 'processing' stage (delayed).

That leaves a period of time (1-2 days) before you (seller) have those funds available. 

[mam98031]

---

@jman0312 wrote:

Thank you, should I do that asap or wait til buyers $ is actually in my bank?

---

There is no good reason for you to wait.  Whether or not the funds are transferred to your bank should never be a deciding factor in how you service your buyers on the site.

[mam98031]

---

@jman0312 wrote:

I don't understand your answer, all I want to know is since their $ dosent get to me instantly, who's $ are they getting? Their original payment or my money from bank? Isn't their money pending for 2 days til payout?

---

You need to do the cancellation and refund right away.  You do not have the luxury to wait.  I understand your concern over how the money flows and you may end up covering the money for the refund for a couple of days until your funds are released from your Ebay Managed Payments account, but YOU still need to process the cancellation and refund right away.

[kensgiftshop]

If you don't have the avaliable funds, you have to cover the refund until the buyers payments is released.

[mam98031]

You are in a little bit of a pickle here.  It is likely your funds are on hold per the policies below.

Ebay has had a rule for many years that pertains to New Seller and sellers that have been away from selling for 90+ days. The following is the policy that outlines why you money is likely on hold.

https://export.ebay.com/en/fees-and-payments/payments/payment-holds/

https://www.ebay.com/help/selling/getting-paid/getting-paid-items-youve-sold/payments-hold?id=4816&&...

I recommend that you contact Ebay and see if you can work something out so that they release the funds for the refunding process right away.

On each Ebay page there is a link to contact Customer Service at the top of the page and again at the bottom of the page.

I would suggest that you contact Ebay for Business on Facebook, Instagram or Twitter for the better trained CSRs.

Here are your options for contacting Ebay Customer Service. Please be aware that for social media CS, you send them a Private Message and briefly explain what your problem or issue is. Feel free to leave your Name, address, phone number and/or your email address in this message. It is private and secure and it may help to speed up the response for you.

https://twitter.com/askebay

https://www.facebook.com/ebay

https://www.instagram.com/ebayforsellers/

Your options will be on the left. If you use the link below you can only get to the Automated Assistant or Chat box type AGENT in the box and hit enter. You will then get more options. Not all options are available 24/7. It will depend on staffing available. So sometimes you can request a call back and sometimes you can't. Sometimes you have the Chat option available and other times it won't me. If it is important to you to use one of those options, just try back later.

If you use a cell phone or other mobile device, you may need to turn off your Spam filter so that Ebay can call you.

If you are a seller outside of the US or Canada, you will need to use the Chat Option.

https://www.ebay.com/help/eua?id=5275&mkevt=1&mkpid

https://www.ebay.com/help/home