Hi, I'm trying to issue a full refund for an item I sold and was received by the buyer damaged.

[fabandfunkyfurniture]

Can anyone help please, I'm getting extremely frustrated by this!  I sold an item which was received by the buyer damaged.  I've agreed a full refund but when I try to issue the refund, the screen message states "There was a problem issuing this refund".  I don't need the item to be returned as I've seen photos of the damaged item.  Therefore, I don't need to issue a returns label (or do I?).   I've never issued a refund before so I'm at a loss as to why it won't let me issue it.

Please help!!

[fabandfunkyfurniture]

Thank you all for your help. I’ve used a return label and it seems to be progressing. The buyer is returning the damaged order so hopefully will be resolved very soon. Thanks again kind people 😇

[fargvs · Accepted solution]

Always ask the buyer to open a suitable eBay case and only issue the refund through the case ... ensure that you have sufficient funds in your PayPal account to fully cover the total refund amount ... won't affect your account if you follow the case instructions carefully ... 

https://resolutioncentre.ebay.co.uk/    

A PayPal refund (separate companies) outside an eBay case can result in a loss of fees and a possible further eBay refund request.

[john1297576]

Don't issue a refund using a cancellation. Buyer can decline and you then still pay the selling fee and they can still get a full refund.

Refunding through a case does not damage your account, things do get damaged in the post and if so once refunded you can use your proof of postage to make a claim on Royal Mail. 

If using a Courier most do not cover damage, but sellers only discover this when it happens as very few bother to read the Courier's T & C before using them. What it will say is that they do not carry anything that can be broken. That lets them off the hook as they take your money but don't ask if the item can be broken.

[m25jet]

Adding to what @fargvs has already said, refunding a buyer via PayPal will leave you with a refund-related defect on your account, whereas if you refund the buyer via a case opened in the eBay Resolution Centre without the buyer having to escalate the case to eBay in order to force the refund then you won't end up with refund-related defect.  Therefore, if the buyer hasn't opened a case in the eBay Resolution Centre by the time you read this response then ask him/her to do so and refund the money via the eBay case.  Make sure that you issue the refund before the buyer has the chance to escalate the case to eBay in order to get them to force the refund, as if the buyer has to ask eBay to step in and force a refund that will also earn you a defect.  Therefore, it's essential that you issue the refund swiftly once the buyer opens an eBay case and requests a refund via the case.

[leomusica]

Hey

I usualy proccess full refund with "cancel order" option

for more info

https://export.ebay.com/en/start-sell/selling-basics/cancel-transaction/#:~:text=In%20Seller%20Hub%2....

hope it will be helpfull

[fargvs]

That US .com link won't work in the UK site when an item has already been sent to, and received by a buyer ... usual requirement is > No return = No refund.

[leomusica]

a... ok
thank you for clarification 👍

[fabandfunkyfurniture]

Thank you all for your help. I’ve used a return label and it seems to be progressing. The buyer is returning the damaged order so hopefully will be resolved very soon. Thanks again kind people 😇