EBay incorrectly claims a refund wasn't made.

[darrellschweitzer_pa]

I sold some coins to a customer who decided that they weren't good enough. I agreed that he could return them. I cancelled the order and sent a refund. He has since mailed them back. But today I get a message from eBay that there is a "problem" with this cancellation because I have not made the refund. The customer agrees he has received the refund. My Paypal account shows the refund. EBay is simply wrong. Is there anything to do other than ignore this?

[ed8108]

Contact ebay, & request that the record be corrected

[Anonymous]

You refunded him prior to receiving the item back?

[american-photography]

Shouldn't have canceled the order for a refund. 

Canceling an order should only be done before payment occurs, not after.

By canceling the order, it basically doesn't exist anymore.

Always wait for a return before refunding and don't cancel it.

[bigdeals.etc]

What do you mean exactly when you say you "cancelled the order and sent a refund"? There's many ways to get this done, but some ways are frowned upon by ebay and can create issues like you have.

FYI, the "safest" way deemed by ebay is to tell the buyer to file a return request thru ebay. Once the item returns back to you, you can click to refund the  buyer directly from that return detail page. Transaction gets cancelled and money get refunded simultaneously.

If you did it any other way (like going directly thru Paypal or something), it may create problems.

[Anonymous]

I hope this isn't how you process all of your returns. If you do, with 19k+ feedback as a seller, you are either SUPER lucky or care little about your money.

[tweetyboyd1971]

similar thing happened to me.     A rude buyer bought a $300 item and IMMEDIATELY asked me to cancel and refund.     I clicked to cancel transaction (usually a breeze) but this time, ebay said there was a problem with cancellation and that I MUST contact Paypal to cancel.     So I called Paypal to cancel,   they reversed transaction,   but ebay still would not let me cancel.    Ebay told me to wait 10 days,  then 14 days for the transaction to "automatically cancel".    Nothing happened,  and ebay was dumbfounded.   Ebay had to manually refund my final value fees.    3 months later,   the ebay transaction page says. "WE COULD NOT CANCEL THIS TRANSACTION BECAUSE YOU HAVE NOT REFUNDED THE BUYER".     I complained to ebay about this and they say all is fine since when they look at the transaction,  that they can see that the payment actually was refunded.     I can only speculate that since ebay collects the tax separately from Paypal that the transaction can't be cancelled since Paypal is refunding all but the tax,  and ebay is failing to refund the tax at the same time?

[darrellschweitzer_pa]

Yes, I refunded before receiving the item back. EBay forces that.

I had to trust the customer. It was for a relatively small amount.

[darrellschweitzer_pa]

The item had already been delivered and acknowledged as delivered. The only option left open was to go to the original sales record and cancel the order.

I don't see any way to contract eBay to correct the record. I may just have to let it stand.

[darrellschweitzer_pa]

Returns are extremely rare. I might get one every two or three years. I am mostly selling inexpensive books and my packaging is very good.

[darrellschweitzer_pa]

The strangest consequence is that eBay, without my permission, relisted the item for sale. I have not actually received it back yet, but I probably will within a few days. I am wondering if I should kill the listing.

[Anonymous]

Nevertheless, you should always wait until the customer initiates the return AND you receive the item back before refunding.

Cancelling the order is not the correct way to resolve a dispute once it's been received.

[southern*sweet*tea]

---

@darrellschweitzer_pa wrote:

Yes, I refunded before receiving the item back. EBay forces that.

I had to trust the customer. It was for a relatively small amount.

---

That's why you never cancel before a buyer returns an item, you have them file a return request.

What happens if they decide they're not returning the item after you refund? You're out money, the item, and your fees.

Now, if the item hasn't been mailed, it's easy. You cancel using the buyer requested option. Your fees are credited, your buyer is refunded and you're only out Paypal's fees. Don't forget to void the shipping label.

Next time, tell the buyer to file a return request, send them a label, and then refund when you get the item back.

[swappart]

---

@darrellschweitzer_pa wrote:

Yes, I refunded before receiving the item back. EBay forces that.

I had to trust the customer. It was for a relatively small amount.

---

No, they don't. You are handling your returns wrong. Cancellations are for before an order is shipped. If a buyer wants to return an item, he needs to open a return request. This is done by going to purchase history and clicking the blue button which says "Return this item." From there, the buyer will give a reason for the return, and be able to print as return label. eBay will have the tracking number for the return, and will know when it has been delivered. Once the return has been delivered, they will then message you informing you to issue the refund before a particular date. If you don't, they will do it automatically. Your final value fees will automatically be refunded. If you keep doing it by cancelling orders, someone is going to buy something expensive from you, get a refund, and keep the item. Also, cancelled orders count against you unless the buyer requests it.

[bigdeals.etc]

---

@darrellschweitzer_pa wrote:

The item had already been delivered and acknowledged as delivered. The only option left open was to go to the original sales record and cancel the order.

I don't see any way to contract eBay to correct the record. I may just have to let it stand.

---

I think you are misinformed of the ebay returns process. Also ebay does not force sellers to refund before getting the item back.