Problem with a return refund isn't what buyer paid.

[kalpen23]

- Buyer ordered 2 of an item, total $30.60 for both

- Buyer opens return INAD (doesn't work / defective) wanting to return both.

- Return states 1/2...

- Received both items went to issue refund, maximum allowed is $15.30 which we issued.

We are integrated into Managed Payments, we don't have ways to override functions outside of API specifications and regulatory system process. We have no way to issue refund greater than $15.30

Buyer has been contacting us repeatedly, stating they returned both...

We know this but the full return requirement refund of $15.30 has been issued.

The return is now closed.

Are we doomed?

[moonyahoo]

What I have found is that it's best to talk to customer service to resolve issue like this.  However, this is difficult.  What I've done recently is to try using "Help & Contact" link then scroll to the bottom to "contact us" .  This will send you to more link but keep trying various links that seem close to your issue and keep scrolling to the bottom until you get "Have us call you".  It doesn't matter the topic you picked.  Customer help will route you to the right person based on your issue but you will get to talk to a person.

[Anonymous]

Hello @kalpen23 

It sounds like you're using the eBay APIs on your account. I just sent a note to my colleague that works in that area. I'll send you a DM once I hear back.

[Anonymous]

Hello @kalpen23 ,

I apologize for the delayed reply on this. My colleague was out of office and just got back to me. 

Managed payments has no way for the seller or buyer to update the return once it has been submitted. Now that the return is closed you can issue a refund for the remaining portion of the order through the Refund option in Seller Hub.

[lotzofuniquegoodies]

@Anonymous 

Has there ever been the thought of an option to update/correct NAD's/INR's etc after the fact. Often times a Buyer or Seller may choose the wrong option or the alternative accidentally Close in error. There seems to be ZERO way to correct these situations. Either from a Buyer/Seller or CS perspective.  From personal past experience in most cases what gets chosen is the proverbial "Close Enough". Maybe to even add OTHER as a reason would be a good place to start.

Thanks,

-Lotz 

[ste-9405]

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@kalpen23 wrote:

- Buyer ordered 2 of an item, total $30.60 for both

- Buyer opens return INAD (doesn't work / defective) wanting to return both.

- Return states 1/2...

- Received both items went to issue refund, maximum allowed is $15.30 which we issued.

---

Regarding fixing INR/SNAD @lotzofuniquegoodies for this particular kind of error -- accidentally typing "1" of quantity 2 to the question "How many do you want to return" on the return request page -- eBay policy says:

Buyers are able to return multiple quantities of the same item with a single return, but can only initiate one return for each multi-quantity item purchase. For example, if the buyer initiates a return for 3 of 10 shirts purchased as a multi-quantity item, they will not be able to initiate a return for the remaining 7 shirts at a later date.