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How does the refund to buyer process work?
Summary: tooslow-2007 faced an issue where eBay attempted to process a refund for a damaged item, but there wasn't sufficient funds in their eBay account, prompting eBay to try withdrawing from their bank account, which was declined. **peaseblossom** and tressygirl suggested that if the transaction was through eBay's Simple Delivery, eBay would handle the refund, otherwise, tooslow-2007 would be responsible. tressygirl advised contacting eBay using a provided link to resolve the issue, while red_magpie emphasized contacting the bank to resolve the issue to avoid penalties from eBay.
I sold an item which seems to have been damaged in transit. I have agreed to refund the buyer. eBay has attempted to take the money from my eBay account but (of course) there isn't enough there as it needs to cover postage as well as the payment I received. Ebay then tried to take the money from my linked bank account. My bank, naturally, declined the payment as this was done in the middle of the night without involving me and giving me any chance to approve the transaction.
This is all happening in slow motion. I am happy to refund but... what happens next?
red_magpie
Mentor1 month agoYour bank should not have refused eBay's attempt to claim the cost of this refund from your linked bank account. When linking this account to eBay, you authorised eBay to take payments from it for refunds etc.
Hopefully you can sort this out with your bank, and get the withdrawal reinstated. Best to let eBay know that you're doing this. Otherwise, they are liable to refund the buyer at their own expense, and pursue you for their money. Try to avoid this, as it could cause your selling account to be penalised or suspended. Where the amount is significant, eBay routinely uses debt collectors.
tressygirl
Mentor1 month agoIf this was a Simple Delivery transaction eBay would refund the buyer out of their pockets and you get to keep the payment.
If you used your own labels not SD, then yes you are liable for the refund for item not as described. If there is not enough in your Available Payment Summary, then eBay take the amount from your linked bank account.
You need to inform your bank if the above did indeed happen that the withdrawal by eBay was correct.
@tooslow-2007
tooslow-2007
OP1 month ago"inform your bank". Thanks but have you tried to speak to a bank? It's even harder than eBay.
I need an email or similar from eBay which takes me to a payment page.
tressygirl
Mentor1 month agoThen, I must be lucky as my bank Lloyds, granted I don't call often, replies promptly.
As advised you need to inform eBay what has happened here. There is no email for them then only contact is from the link provided, and shown again below:
https://www.ebay.co.uk/help/eua?id=5190
@tooslow-2007
**peaseblossom**
Mentor1 month agoIf you used eBay's Simple Delivery and the item is eligible for SD cover eBay should be issuing the refund themselves and you keep the payment, as long as the buyer opened a return using "Damaged in transit" as the reason (they don't have to send back the item). If they did you should contact eBay to sort it out. You can ring them or request they ring you by viewing this link on your phone:
https://www.ebay.co.uk/help/eua?id=5190
https://www.ebay.co.uk/help/eua?id=5190
tooslow-2007
OP1 month agoThank you to both of you. That link was very helpful though it is still a bit of a battle to get to a human being. It seems that eBay's systems just work very slowly (days) and I can expect another attempt at a dd and then a message in my Messages folder which will allow me to pay.