Need help with a refund...

[triplejayranch]

I'm trying to issue a partial refund to a customer (he accepted the offer) and now it's giving me this error message...

"Unfortunately, the refund that you sent didn't go through. To get more details or try again, go To PayPal."

I've tried both of the options several times.  It won't let me try again and PayPal's transaction page isn't any help.  The PayPal page just says something like... "use ebay to contact buyer"

I really want to get this resolved and the customer is getting impatient.  What do I do?  

[mtgraves7984]

Stupid question, but is your PayPal balance enough dollars to cover the refund plus their fees?

[triplejayranch]

deleted post due to irrelevant content...

[triplejayranch]

It wasn't right away because they automatically deducted the full amount of this transaction.  I have since put in the amount of this transaction, plus a couple hundred extra.

[triplejayranch]

If they automatically deducted the full amount of the transaction from my account, shouldn't the partial refund be covered by the amount they deducted from my account?  Or am I missing something.  I have enough to cover the partial refund in my account now, but if they already took out the full amount wouldn't that be more than partial amount that the buyer accepted? 

[triplejayranch]

So, initially there wasn't enough in my account for the refund, that was my mistake.  I had enough to cover the partial refund.   I didn't know that they would deduct the full amount of the transaction from my account and still want the partial amount in addition to the full amount.  It all just seems really strange to me.

[triplejayranch]

Am I missing something?  There isn't anybody else that has had this problem?  I find that hard to believe.  

[mtgraves7984]

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@triplejayranch wrote:

So, initially there wasn't enough in my account for the refund, that was my mistake.  I had enough to cover the partial refund.   I didn't know that they would deduct the full amount of the transaction from my account and still want the partial amount in addition to the full amount.  It all just seems really strange to me.

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@triplejayranch 

Why was the full amount of the refund deducted? Is there an open Return request that you're still negotiating? The full amount would be on hold for that reason. 

If you have decided to issue a partial refund (through negotiation) instead, that doesn't count toward the Return request hold... as far as eBay knows, the Return is still open. You'd have to have the 'partial' in there, too.

And it may be that we don't understand your post... it's pretty confusing. Give us time and we'll help you out.

[toysaver]

I think you fully refunded already and can't recoupe unless buyer willing sends you money. 

If you go in for a refund through the PayPal transaction page it will be set to the full amount and you have to backspace and put the amount you want to refund.  If your funds don't cover the amount they will take it from your bank or credit card.  I think you may have fully refunded. There will be a transaction ID number for this in the summary.  Give that to the buyer and look for a link to add it to the return request, there might not be one.  If he paid with a credit card it can take a full billing cycle to appear as a credit.  Ebay nor Paypal will not allow a second refund or any amount over the initial payment if I recall correctly.

[triplejayranch]

I don't know why the full amount was deducted.  The buyer and I agreed through negotiation that I'd give him a partial refund.  When he agreed, I thought I had enough money to cover it, but eBay had already deducted from my account the full amount of this sale.  This put my PayPal balance in the negative and when it tried to give him a partial refund that's when I got the error message.  Since then I have added money, got my PayPal balance out of the negative and it will not let me refund the buyer.  The eBay page will the error, tells me to go to PayPal for more details.  The PayPal transaction details page doesn't give me any more information or an option to refund.  It tells me to use eBay if I want to contact the buyer. 

eBay and PayPal really need to get their customer support up and running because all of this is very frustrating.

[triplejayranch]

I know everyone reading this thinks I'm doing something wrong and that I'm an idiot.  I'm doing this from my phone and that is frustrating enough in and of itself.

[triplejayranch]

Of course my post is confusing.  This whole situation is confusing.  That's why I posted it asking for help.  It doesn't make sense.  

[triplejayranch]

And no, there are no other open cases 

[stuff_from_dylan]

Had the same exact thing happen to me around a year ago. I called eBay and they gave me a coupon without any sort of limits amounting to the difference of the full refund amount and the partial refund agreement amount.