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How to refund a buyer after he opened a case?
 

Hi,

I sold an item on Ebay and 2 weeks later buyer opened a case against me and wants a refund. I am happy to refund him just to get this out of way. But on PP it says money on hold and I can't issue a refund. On Ebay option to cancel transactions doesn't exist because a buyer opened a case.
How can I refund him and close that case? I responded to buyer saying I will give a full refund. What needs to be done to close the case and issue a refund?

Thanks!

In your resolution centre Ebay will ask you if you want to accept the refund request.

Will it appear in few days or should I look for it now? The case was opened 2 days ago. I sent a response to buyer saying I will give a refund. Does he need to send a refund request?
Sorry for dumb questions but I never dealt with a case before..

You should have refunded him there and then. When someone opens a case you can immediately refund.

Try going into Ebay, go to items sold and then the drop down box to the right may have a refund option there

There is no refund option there. I can only go into sold items and select from drop down menu Resolve a problem. When I go to cancel transaction it says you can't cancel transaction because a case is open. It says respond to a case. I sent a response to buyer saying I will give you a refund and status shows waiting for buyers response.
There is no issue refund option.

What's it say on pp? Normally you choose to refund in pp and eb becomes aware - dont need to cancel transaction.

On PP it says On Hold. Normally you have there issue a refund option but now it says On Hold. Apparently this is normal when a buyer opens a case and if you have 21 day money hold limit.

Go into the Resolution Center and the option to refund will be there.

Access it from My Ebay.

I don't know what to do. I want to finish this nonsense quicker. Buyer is a complete cun*
and a half! I emailed him after I sent an item saying if you have any problems let me know and I have no problems issuing you a full refund and he just opened a case for item being not as described. PP put money on hold and I can't cancel a transaction because case is not resolved. It pisses me off completely. On Ebay it says communicate with buyer. Buyer threatens me with further actions if I don't give him a refund.

You won't be able to cancel the transaction if the buyer has opened up a case issue him a refund case closed.

How do I do dat? :doh:

In resolution centre under resolve problem and I sold an item Only options I have:
1. I haven't received my payment yet.
2. I want to cancel transaction.

There is no refund option there...

Also can be accessed via My Messages.

Find the message regarding the case being opened. There is a link to "Take Action"

You might want to do a bit of learning using the many ebay tutorials available as this is really basic stuff.

Open case message is not in My Messages for some reason. It went directly to my gmail attached to Ebay. There is no option to "Take action" in the email. It is not there. If I go to my items sold on right side I have more actions section drop menu and there is no option to issue a refund or give a refund.
No disrespect but I do notice basic stuff and this basic issue refund is not there.

Contact ebay. Sounds like there is a problem. The open case should be viewable in the Resolution Center and you should get a message in My Ebay when a case is opened.

I'll just leave it as it is. I'll let Ebay to resolve the case and buyer wait longer than normal. He opened a case and put things like he tried to contact me but I never responded, I don't work with him to resolve the problem. He never even contacted me for a refund..

that's odd. i have the 21 day hold too, but recently when i had a case opened on ebay i had the option to refund the buyer from my paypal even though the 21 day hold was not over....

prosto that is usually the case but john does not have any of those options given meaning the only viable option is to call ebay or just let the case run its course.

yes, i think it's a good idea

It is not a good idea to leave the case for eBay to resolve (escalated).
It will be counted to your seller performance.
Do you see buyer dispute case when you click on eBay Resolution Center?
Buyer can open dispute within either PayPal or eBay.
If they did from PayPal, you have to go there to respond to the case.