Returning a refund

[ebenny18]

I sold an item and the buyer intially wanted to return it, so I refunded them (and paid for a returns label). But in the end the buyer changed their mind and decided to keep the item. The buyer says they've sent the refund money back but I can't see it in my ebay funds. I can't get anything useful from the help articles or the chat it as it says the refund has been completed. Which is technically true as I paid the refund at the buyers request! But now I dont have the item and can't see the refund money having been sent back anywhere. Anyone know what I can do? 

[*vyolla* · Accepted solution]

If you refund before receiving your item back eBay consider the transaction to be over and the returns label would no longer be usable.

Your buyer can't send the money back via eBay, they'd only be able to make a PayPal payment to you if you both have a PayPal account and you let them have your email addy, or a bank transfer (for which they'll need your bank details).

[jckl1957]

As advised, there is not any way for the buyer to reverse the refund and send the money back - that is not a process that can be done through Ebay.

They may think they have paid you (or they may be fibbing) but they haven't.

Tell them as politely as possible that you haven't received their payment and maybe offer them your bank account details so they can do a bank transfer.

For the future, NEVER refund a buyer until you get the item back.  (Although it's surprising how many people do!)

[ebenny18]

Thanks for getting back to me. Thankfully the buyer has sent the money via PayPal so we're all sorted. Lesson learned!