How do I refund a buyer?

[zoomingmouse]

Totally confused with this new system/simple delivery.

 I need to refund a buyer, for an item I posted to them, but how do I do it?

If I send a refund of the purchase price, that I received, will ebay refund the buyer fee & the buyer's postage they paid to them?

[department28]

Is it an item that is going to be returned to you, or is the buyer keeping the item?

[zoomingmouse]

Hiya, I'm not asking for it back just want to refund them, but making sure they get all of what they paid back. 

[department28]

I would think the buyer gets a full refund, including BPF & postage. Is it this new-fangled thing where eBay are doing the refunding?

[zoomingmouse]

No Ebay aren't refunding as no case opened. 

Before they changed everything it was really easy to just refund it all as I, as the seller had paid the postage & all the fees, but I don't know how it works now.

The help page seems out of date as it talks about giving a reason for the refund, yet when I try it I don't get anywhere to either choose, or enter a reason.

[zoomingmouse]

This is all I see when I click refund the buyer.

No mention of the postage or buyer fee.

Maybe it adds them on if I click next, but I'd like to know first what happens .

[jonatjonatjonat · Accepted solution]

ebay will refund that - as you never received the money for the postage or the BPF - ebay did.

As per the BPF page...

Refunds

When you refund the buyer in full for a return or for an item that didn't arrive, we'll also refund the full Buyer Protection fee that was paid by the buyer to eBay.

If you send a partial refund to the buyer, we'll provide a prorated refund of the Buyer Protection fee to the buyer. For example, if you refund 50% of the item price, we'll refund 50% of the Buyer Protection fee back to the buyer.

By in full - they are referring to the money YOU received from the sale.

[honeymonster007]

Have never tried it but there seems to be a *send refund* option in the order drop down menu. That might be worth a try.

[department28]

I recently had to refund for an item that hadn't been posted, so that was a 'cancelled' item. The refund came from me, but the BPF refund came from eBay. Not sure why you are not getting any options for refund reason?! 

This was in the help pages about the BPF & Refunds:-

Refunds

'When you refund the buyer in full for a return or for an item that didn't arrive, we'll also refund the full Buyer Protection fee that was paid by the buyer to eBay.

If you send a partial refund to the buyer, we'll provide a prorated refund of the Buyer Protection fee to the buyer. For example, if you refund 50% of the item price, we'll refund 50% of the Buyer Protection fee back to the buyer.'

Between them, the BPF & Simple Delivery have made a right confusing mess of the refunding process...😠

[zoomingmouse]

Thank you  @department28  @honeymonster007  @jonatjonatjonat  for replying & for your advice.

I've just sent the 'full' refund  of £13.72 which luckily I hadn't withdrawn. 

For anyone else who may have to do this... both the dropdown menu ' send refund' & within the order details 'send refund' are the same so you can use either ways.

After I entered the refund amount £13.72 & clicked 'next' the following page came up asking to enter the reason. I choose buyer cancelled. Then it gave a breakdown of this amount/refund & how it had been funded <deducted from available funds>

Nowhere so far in the process has there been any mention of Ebay refunding the postage or buyer fee, which I think would be an idea to add to the refund details, so you know exactly what has happened & can see it for yourself.  

I've emailed the buyer & asked if they can confirm what they get - we've had really good comms back & forth so I really want confirmation that they're not out of pocket here.

@department28  yep, very confusing refunding process if you've not done it before - it really could do with more information as you go through it.

[department28]

'Maybe it adds them on if I click next, but I'd like to know first what happens...'

Yes. I often hesitate to click 'next' for fear of taking some irrevocable step... 😱

Sounds like it's all gone through ok now.

@jonatjonatjonat  apologies - I didn't see your post with the same info until it was too late... 

[zoomingmouse]

Quick update - the buyer has now sent me a pic of the message received from Ebay & I can see that they are getting everything back as advised. Thanks again.