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I need advice on how to resolve this situation. Refunding a buyer who cancelled an order when I've not been paid for it
Summary: chickaboo is facing an issue where a buyer requested to cancel an order and receive a refund, but the payment was never deposited in chickaboo's account. Despite accepting the cancellation, eBay is now sending messages asking them to send the item, refund, or contact the buyer. papso22 suggests that the issue might have been resolved automatically after accepting the cancellation and questions if the refund was processed through the cancellation request.
A buyer bought and item then cancelled it and requested a refund. The only option that I was given was to accept cancellation and refund them from my bank account. The money was never actually paid into my eBay account in the first place, so how could I refund them. I assumed that eBay would resolve it as the money must be in their account if the buyer had paid for the item. Now a few weeks on I've received a message from eBay asking me to send the item, refund or message the buyer. What do I do now.
papso22
Mentor2 weeks agoWhen you accepted the cancellation and that resulted in an automatic refund the sale should have been closed off and ebay should not be sending any messages.
You did refund through the cancellation request?
chickaboo
OP2 weeks agoI wanted to accept the cancellation but didn't accept the cancellation because the only option I was given was to accept cancellation and refund from my bank account. I wasn't willing to do that as I hadn't received payment for the item in my eBay account so if I'd agreed to refund from my bank account I'd have been out of pocket. I tried to get an answer to the problem at the time from eBay but got no clear advice on how to proceed. I assumed it would be the responsibility of the person who'd cancelled the order to request the refund back from eBay as they must have paid them in the first place.