Buyer had two refunds.

[janet19622011]

Hi all i recently sold an item and the buyer had a problem with it, I said no problem and offered a full refund once i had received the item back, ebay messaged me to start the refund process which i did, the item took nearly a week to return when it did i initiated  the refund because the item took so long to get back to me buyer escalated case and ebay went in her favour and gave a refund then my fefund also went out of my bank, so to sum up buyer has had two refunds so i am out of pocket how do i get ebay to give me my money back.

many thanks in advance      

[janet19622011]

Hi I don't know how I can explain this any better my bank statement shows on the 15th Dec money went out to PayPal and payed to the buyer, because buyer had escalated case and ebay found in buyers favour ebay refunded buyer then on 28th Dec money was taken by eBay to pay for what they paid to the buyer so that is two refunds.

Sent from my Huawei phone

[janet19622011]

Hi thank you for your help with my problem, I have done as you suggested and ebay have investigated and agree with me that two refunds have been made and refunded me. Many thanks Janet.

Sent from my Huawei phone

[tressygirl · Accepted solution]

You refunded incorrectly if you refunded direct from your PayPal account, this does not show eBay that the buyer was in agreement to the cancellation / refund, and also being a totally separate Company, eBay will not know the refund has been made.

You need to contact an eBay Customer Support agent explain the refund was done through Paypal first,  and then the buyer escalate the eBay case.

To contact eBay Customer Services, type Advanced Search in to Help & Contact bar top of your eBay page. Scroll down to the bottom of that page, you will see Contact Us, and the option to use Live Chat, and sometimes, there is a Call Back system.

Both options will give you an approximate time you need to wait for a response from their team.

Lines open today between 8 a.m. and 10 pm  @janet19622011 

[red_magpie]

It isn't entirely clear you mean by "I initiated the refund because the item took so long to get back to me".

All refunds need to be made through the resolution centre, whether it was an ordinary refund request or a money back guarantee case.

Are you saying that you tried to "speed things up" by refunding the buyer yourself, direct from Paypal? If so, eBay won't have known this, and will have automatically refunded the buyer through the case on confirmation that the item had been returned. It's happened before.

If this is what happened, it isn't to to eBay to get any money back for you. You will need to ask your buyer to return the refund you made through paypal. If they decide to keep both there probably won't be anything you can do about it.

[janet19622011]

Hi ebay messaged me to say buyer wanted a refund, not a problem i had already contacted buyer and said i would give a full refund as soon as i had got item back ebay had given me till the 14th Dec to do so, it took nearly a week for the item to get back to me, i went to massage ebay sent me and pressed the refund button,
On 15th Dec £155.00 went from my bank account to paypal account then paypal paid buyer refund.
On 17th Dec buyer escalates case for non refund.
On 18th Dec ebay finds in buyers favour and refunds buyer £155.00
On 28th Dec ebay take £155.00 from my bank account to pay for refund they gave to buyer.
My bank statement shows two payments going out and my paypal account shows one refund to buyer.
so in my eyes that is two refunds buyer has had.

[john1297576]

I have read your comment, but you still do not say that the money was taken from your bank twice. Are you sure that a refund was not paid from paypal, making you technically overdrawn and that the money taken from bank account was not then credited to paypal to restore your balance to £0.

Have you looked at the full transactions on Paypal? Not just money paid out but also received. 

[janet19622011]

Hi on the15th Dec £155.00 went from my bank account to my paypal account. paypal then issued refund to buyer.
On 17th Dec buyer escalated case for no refund.
On 18th Dec ebay upheld buyers case and gave a full refund.
On 28th Dec ebay took £155.00 out of my bank account to pay for their refund to buyer.

[roger_roger_over_and_nowt]

Sounds like ebay refunded buyer through original paypal payment but as you had no funds there they then took the same amount from your bank to cover that amount hence you have only refunded once.

When a payment is taken from your bank account (not a debit or credit card) by paypal it is not instant,it can take 5 working days or more to show up.

[pixiesen2012]

are you saying ebay took the money from you twice?

[janet19622011]

Hi I gave a refund to the buyer and eBay gave me till the 14 Dec to complete the refund but because the item returned to me took nearly a week plus to time it takes for my refund to get to the buyer this went past the 14 Dec so buyer escalated the case and Ebay found in her favour and they also gave a refund so the buyer got two refunds ?

[pixiesen2012]

ebay will have taken your money after refunding the buyer, the buyer will not have received two refunds

[janet19622011]

Yes that is right but I had also initiated a refund, money went from my bank account into paypal account and then refund to buyer, I have proof of this,

[janet19622011]

Refund went out of my bank on 15th Dec buyer escalated case on 17th Dec and on 18th Dec Ebay found in buyers favour on the 29th Dec ebay took money out of my account.