Refunding entire amount spent by buyer

[katyh_15]

How do I refund a buyer for their item and their shipping costs pls?

[tressygirl]

Is the buyer in agreement to the refund?

Then you can cancel the order this way,  which will fully refund them.

Go top left f the item sold click on View Order Details.

From More actions on the right drop down menu select Cancel this order citing Buyer Requests to Cancel.

This fully refunds the buyer,  and your seller performance is not affected.

@katyh_15 

[xyz307xyz]

Do you want the item returned?

[marco@ebay]

Hi katyh_15, thanks for your post.

If there was a problem with the transaction like the item being lost in transit, or if the buyer is saying that the item is damaged or not as described, you need to get them to file a case for item not received or a return if the item was damaged or not as described. From the case, you will see an option to issue a refund. However, please note that once you issue a refund, the case is closed, and you cannot get the funds back. This is very important because if this is about a return, you will want to wait for the buyer to return the item, and once you get the item back, you can issue a refund. You can see how to handle returns as a seller here.

If you want to keep it simple, there is an option from the order detail that allow you send a refund that way. However, I would suggest that you encourage your buyer to file a case, so you can be protected as well.

If you have further questions or something similar like that, please feel free to ask us here. 

Thank you,

Marco