Refund the Buyer page error

[semmons123]

I'm trying to refund an international buyer for an item that couldn't be delivered. I received the item today after it spend a month abroad (deliver attempted, no answer).

So I clicked on the three dots on the item order and selected Send Refund, entered the amount and chose Item no received from the drop down menu and selected Next.

Every time I do that I get a banner saying Page did not load. Let’s try that again. See screenshot below.

It happens in Windows (Edge), Mac (Safari, Chrome and Firefox) even cleared the browser's cache, and this also happens in the eBay app on iPhone and iPad. Even reported the error in the app in case there's a general issue.

Now I'm at a loss at what to do next...

[kat@ebay]

Hi @semmons123 ,

Thank you for your post.

Is this still happening for you this morning after a clearing of cache and cookies?

Thank you,

Kat

[semmons123]

Yes this is still happening. 

[kat@ebay]

Hi @semmons123 ,

Thank you for your reply. Can you go through the contact us option on your account here

to have customer support check the details to see if they can perform the action on their side. We can't access those account details here so it would be best to have it checked manually.

Thank you,

Kat

[semmons123]

This is getting ridiculous.

I contacted ebay and they said as the item was ordered more than 90 days ago I would have to refund via PayPal instead. But I can’t do that without having the member’s email address, and you can’t pass email addresses through eBay messages. 

So how do I refund the buyer now?

[yannisjohn75]

what is the reason couldnt be delivered?

[semmons123]

The local courier couldn’t find the address, said it was invalid. And this was after the package passed customs. 

Tried more than once with the buyer supplying the address. And both times the package came right back to me. 

[yannisjohn75]

Thats buyer's mistake

send message to buyer to open case kai choose Full refund (option2)