Unable to issue refund for order. Option not provided on dropdown within order detail page.

[oemkeylessremotes]

Hello all, 

I have a buyer wanting to return an item purchased about two weeks ago. I want to go ahead and issue the refund, however I am not given the option to do so within the sales record page (screenshot attached showing available options). Payment is managed through eBay's payout system to our bank account, not PayPal, for what it's worth. 

I asked the buyer to open a return through eBay so I can issue the refund immediately...however they state that they are unable to start the request due to a technical issue. 

I'm seeking any insight on how to move forward with the refund. Could this be related to an issue with the buyer's account? Anyone else currently experiencing this issue currently?

Thanks so much,

Aaron 

[klhmdg]

Best to have them open a return through eBay.

If it is technical issue Im sure eBay would want to know and the buyer should report it to eBay.

[eunster1313]

---

@oemkeylessremotes wrote:

Hello all, 

I have a buyer wanting to return an item purchased about two weeks ago. I want to go ahead and issue the refund, however I am not given the option to do so within the sales record page (screenshot attached showing available options). Payment is managed through eBay's payout system to our bank account, not PayPal, for what it's worth. 

I asked the buyer to open a return through eBay so I can issue the refund immediately...however they state that they are unable to start the request due to a technical issue. 

I'm seeking any insight on how to move forward with the refund. Could this be related to an issue with the buyer's account? Anyone else currently experiencing this issue currently?

Thanks so much,

Aaron 

---

---

---

Refunding buyers

https://www.ebay.com/help/selling/managing-returns-refunds/refunding-buyers?id=5182&st=12&pos=6&quer... 

[rfmtm]

Do not refund until you get your item back.  Buyer needs to open a Return Request you approve for ebay to send them a return label.

Your drop down list is missing cancel and refund options, likely because some type of problem or a case is open.  Check your ebay messages and the Resolution Center for any notices.

[oemkeylessremotes]

I'll ask them to report to eBay. They are unable to open a return due to some "technical issue" on their end. 

Thanks for your response!

[oemkeylessremotes]

Thanks...but eBay is not giving me the option to refund from the dropdown, as stated in the article you linked. 

[fern*wood]

Maybe the buyer has lost their buyer protection due to excessive returns.

[coastaltechsolution]

I went to my "Manage all Orders" page in the Hub and went back a month and the drop down had "send refund"

I checked on a PC with chrome browser , if that helps in any way 

[oemkeylessremotes]

Interesting, I did not know this type of restriction existed...will keep in mind. 

Thank you.

[mtgraves7984 · Accepted solution]

---

@fern*wood wrote:

Maybe the buyer has lost their buyer protection due to excessive returns.

---

@fern*wood 

^^^ My thought exactly. Oh, yeah, @oemkeylessremotes... wait for them to open their Return before refunding.

[eunster1313]

---

@oemkeylessremotes wrote:

Thanks...but eBay is not giving me the option to refund from the dropdown, as stated in the article you linked. 

---

If you are using the drop-down menu next to the item sometimes eBay doesn't show

all the options there.

Try checking the box next to the item to select it and scroll up and look for the more actions button and see if it is on that drop-down menu.

[cstpos]

@oemkeylessremotesUnless you don't want the item sent back to you,  I wouldn't issue a refund unless they open a return. Just reply that you are not given an option to issue a refund, either. Ask them to contact ebay to see if they can fix the glitch.

You should also have the option to View Order Details on the drop down menu, in addition to Issue a Refund. You can let the buyer know that you're willing to issue the refund and will wait until the tech glitch is straightened out. Have you checked your Payments - All Transactions to confirm that the payment went through? This is weird.

[oemkeylessremotes]

Thanks for your input. I must have overlooked the date of purchase...this order is over a year old, which may  explain the lack of options re: refunding.

It is not often that I receive these types of requests for dated purchases. 

Thank you all again for the help on this, appreciate your time.