Issuing Refund - PLEASE HELP!

gresty · #1 03-31-2014

I have case open against me and I have agreed to refund the buyer and they have returned the item to me. The only problem is in the resolution centre there is no option to refund only request they return item for a refund and send a message.

The funds are being held by paypal so I cant refund via there. I have no idea what to do and do not want to contact Ebay - Please help!!

Thanks

Callidus · #2 03-31-2014

You have to go into Paypal and issue the refund and then the case closes.

If that is the case where it says its being held its because the buyer didn't agree to return it - think they have to accept from their end.

gresty · #3 03-31-2014

It won't let me in PayPal it just says funds being held.

And there is no option on ebay.

Callidus · #4 03-31-2014

Quote:

Originally Posted by gresty

It won't let me in PayPal it just says funds being held.

And there is no option on ebay.

Hmmm - Might have to explain to the customer and get them to close the case and refund immediately. Some won't but most will if they know they can get the refund immediately.

GreenBean · #5 03-31-2014

Quote:

Originally Posted by gresty

It won't let me in PayPal it just says funds being held.

And there is no option on ebay.

Get the buyer to go to paypal to resolve the issue...

JamesNorth101 · #6 03-31-2014

Buyer will have an option to upload the tracking information into eBay to show that item has been returned. When the tracking is uploaded and its marked as delivered then you will be able to issue the full refund.

If they did not return via a tracked method then the best option is for them to close the case and then you manually issue a refund though PayPal. Other options are also available if you think about it.

rsot · #7 03-31-2014

Let the buyer return for refund - don't panic -talk more to your buyer and be professional and respectful.

oompaloompa · #8 04-02-2014

this is an annoying issue, say you do not want it returned to inaccessible address or item is faulty and you do not want it returned, then you are stuck as funds are held in paypal.

asking buyer to close case is an option - but most will not do it.

telling buyer to resolve it themselves, is not going to be popular.

The only way is to contact support or escalate case yourself...it seems a bizarre system that you cannot refund at the 'work it out' stage.