Unable to cancel transaction/mark as refunded

[spirit_sunflower]

I hope this is not the wrong place to post this but if it is let me know. How do I cancel transaction to get my final fees returned? A buyer returned an item but I wasn't able to refund via eBay or via PayPal so I had to send the refund directly from PP but it's not linked to the order. I don't have cancel order option in eBay next to that listing so I'm going in circles with it. Also, how do I mark the item as refunded?

[rograc-37]

Call Customer Service and give them the transaction number from PayPal that you refunded the buyer with. They should be able to help you deal with it. 

Not sure why you can't cancel it though. Did the buyer just return it, or open up a return?

[spirit_sunflower]

Thank you, rograc-37. They initiated refund via eBay and I sent them a return label etc.

[spirit_sunflower]

return*

[3eyedfishcatcher]

Generally you can only cancel a transaction before a shipping label has been purchased online or tracking has been added. After a item has shipped and the status has changed to shipped then it becomes a return refund issue which from the sound of it is what the buyer initiated. You will probably have to mark this as a return to get the final value fee credits and take a minor selling defect. 

[rograc-37]

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@spirit_sunflower wrote:

Thank you, rograc-37. They initiated refund via eBay and I sent them a return label etc.

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So, once received you should have been able to close the case and issue the refund. By any chance did you refund through PayPal before you received the item? I've done that before as a courtesy and it turned out to be a headache.

[spirit_sunflower]

I had a look at a couple of other items I have sold and shipped and those still have the option to 'Cancel Order'. I awaited till I received the return before refunding but now need to figure out how to mark it as refunded to avoid any further headache with it. And it'd be great to have fees refunded to me even if it's not a high value item everything counts! 🙂

[thevintagesilvershop]

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@spirit_sunflower wrote:

I had a look at a couple of other items I have sold and shipped and those still have the option to 'Cancel Order'. I awaited till I received the return before refunding but now need to figure out how to mark it as refunded to avoid any further headache with it. And it'd be great to have fees refunded to me even if it's not a high value item everything counts! 🙂

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I don't know if this will help you recover, but I just had a buyer return something and she didn't open up a return.  I just gave her my address and she paid the postage and sent it back.  When the package arrived, I initiated a "cancel order" which then allowed me to refund through Ebay and get my FVF back.

In my mind, it's always best to work through Ebay's process if you can.  If you initiate a cancel now, I'm not sure what it will do when you get to the refund part.

[luckythewinner]

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@spirit_sunflower wrote:

. I awaited till I received the return before refunding but now need to figure out how to mark it as refunded to avoid any further headache with it.

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If you think about it for a minute, there is no way eBay is going let you as the seller "mark it as refunded" to avoid further headaches. Because that would allow unscrupulous sellers to "mark it as refunded" to avoid refunding 🙂

[3eyedfishcatcher]

You should also be careful about the cancel order option and talk to ebay 1st. While it will end the sale I think it will automatically refund the buyer for the purchase amount and shipping. Since you have done this through paypal already it would probably send the buyer double the amount they paid costing you more. 

[fa_8305]

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@3eyedfishcatcher wrote:

You should also be careful about the cancel order option and talk to ebay 1st. While it will end the sale I think it will automatically refund the buyer for the purchase amount and shipping. Since you have done this through paypal already it would probably send the buyer double the amount they paid costing you more. 

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This is correct because @spirit_sunflower sent a totally unrelated payment directly to the buyer in the amount of the refund.

So the original payment is still outstanding, and can still be refunded

1. during a cancel transaction,

2. if the return request is properly concluded, or

3. the buyer files a chargeback on the still-unrefunded payment.

[fern*wood]

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@spirit_sunflower wrote:

Thank you, rograc-37. They initiated refund via eBay and I sent them a return label etc.

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If they initiated the return via ebay, then why could you not complete the refund through the return process?

[fa_8305]

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@fern*wood wrote:

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@spirit_sunflower wrote:

Thank you, rograc-37. They initiated refund via eBay and I sent them a return label etc.

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If they initiated the return via ebay, then why could you not complete the refund through the return process?

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OP does tracking show the return was delivered back to you?

[rograc-37]

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@spirit_sunflower wrote:

I had a look at a couple of other items I have sold and shipped and those still have the option to 'Cancel Order'. I awaited till I received the return before refunding but now need to figure out how to mark it as refunded to avoid any further headache with it. And it'd be great to have fees refunded to me even if it's not a high value item everything counts! 🙂

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I had customer service close a case for me and I also had my fees returned. Just give them a call and explain the situation. 

I believe she also told me I could close it myself as it won't generate a refund against a paypal payment already refunded., but I wouldn't swear on my memory....😉