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Old 03-19-2017
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Default Specific question regarding Merch. Acct. refunds and eBay Fees

We've been processing payments on one of our accounts through a merchant account for the past few months. In the time I've been using the merchant account I've had to issue refunds for a handful of customers. I've noticed that when I send a refund to a customer through our merchant account, the eBay sales record doesn't update to show the refund as it does when Paypal refunds are processed. Since the sales records aren't updating to show the refund, we aren't being credited back our selling fees for these transactions.

I can send cancellation requests for these orders after sending the customer their refund. But as far as I'm aware, the customer has to accept the cancellation request before we'll be credited back our fees. I've tried this a few times now and most customers don't bother to respond once they've received their refund.

I know there's a slim chance I'll get a helpful response, but I would sincerely appreciate the input of anyone experienced with merchant accounts on eBay. I do absolutely everything in my power to keep overhead as low as possible, so I really need to find a way to have my fees credited back for refunded orders..

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