Cannot Refund Customer for Order

[fanbrander]

A customer placed an order for one of our products on 3/24. It was imported into my ShipStation account via Shopify. I processed the order and generated a tracking number.

However, I realized afterwards that I did not have inventory to fulfill this order and so cancelled and refunded the customer via Shopify. I informed the customer of this cancellation and asked them to reach out to me with any other questions.

They replied they did not see the refund in their PayPal. I assume this has something to do with the fact that tracking was created. I manually deleted the tracking information for the product because that has allowed me to cancel orders in the past. However, this time it does not allow me to cancel the order even though it states that the shipment is overdue.

How do I refund this customer? I have had this issue before and don't want to continue to have it going forward.

[lacemaker3]

When you have to cancel an eBay transaction, it should be done on eBay. eBay automatically processes the refund to the buyer, through PayPal. It is returned to either their PayPal balance or the payment method they originally used to pay.

I have no idea how this works if you use Shopify to create your eBay listings. You may need to get information from Shopify to address this.

I would suggest that you try cancelling the transaction on eBay in order to generate the refund for your buyer. You need to use the reason "Out of stock", which will generate a defect on your selling account, because you have disappointed the buyer. You can cancel it even if you have already shipped the item, because sometimes packages get lost and the seller will need to refund the buyer.

https://www.ebay.com/help/selling/getting-paid/cancelling-transaction?id=4136