Customer Support

[margieeden]

A case was opened for the Brown Mirror.

Even though I told the buyer the item was sold when she responded with when I can collect and can I give you cash, I am little bit surprised she still sent the money.

I have now checked my eBay wallet and I can now see that she paid £30.  

Please can you return the money from my wallet to the buyer or let me know how this is done.

[tressygirl]

Your buyer could not have bought and paid you for the item if it wasn't still listed for sale.

If you sold it beforehand,  you should have removed it from sale.

This is the reason why eBay state,  when you sell on their site,  you must not advertise the item elsewhere, for exactly the situation you find yourself in,  one item and 2 buyers.

You will need to first send a message to the buyer explaining what has happened,  and that you will need to refund them. 

Hopefully , they'll agree to the cancellation then you can cancel with their agreement,  and no damage to your account.  Click on item sold >> View order details top left>> More Actions on right>> Cancel item..... Buyer Agrees to cancel.

If they do not agree,  you face damaging defects on your account,  and possible negative feedback.

@margieeden 

[jckl1957]

Issuing a refund

You can issue full or partial refunds for items in Seller Hub or My eBay up to 90 days after the original transaction. Here's how:

1. Find the order in Seller Hub - opens in new window or tab or My eBay Orders - opens in new window or tab.
2. From the dropdown menu, select Send refund.
3. Choose a reason for the refund.
4. Specify a refund amount for the item or for the order.
5. Enter the refund amount, and select Send refund.

   'Help & contact' on your Ebay page is really helpful for this sort of issue.  A general search term (I used 'send a refund') will generally get you accurate information and links to use.