Issue refund problem

[Anonymous]

For the past 24 hrs I've been trying to issue a refund to a buyer but keep getting'' theres a technical problem its not you its us'' message ...

  I go through the procedure or clicking the full refund on the returns page then review and refund and click the refund now button which then wait for the ''Give us a few seconds'' screen only to be greeted with the ''Something went wrong It's not you, it's us. Please go back and try again '' message

 What can i do ?  Ive already messed the buyer about by just issuing the refund a week ago on Paypal which i thought would sufice but obviously now he's still waiting for his refund and I cant issue it ...

This site gets worse

[fargvs]

Refunds should only be processed through an appropriate formal eBay case ... Has a suitable return/refund request case been opened by the buyer within 30 days from item delivery ?... You can issue a return label if necessary there ... and do you have sufficient funds in your PayPal account to cover the total amount involved ??.
https://www.ebay.co.uk/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee?id=4...
https://www.ebay.co.uk/help/selling/managing-returns-refunds/handle-return-request-seller?id=4115&st...

Refunding outside of an eBay case can leave you with a loss of fees and an account defect ... and ... No return = No refund.

To add ... as a returning/occasional Seller, your Payments may be subject to a 21 day hold as per this policy > 

see the options/methods that you can use to release the funds earlier >>
https://www.ebay.co.uk/help/default/default/payment-holds-sold-items?id=4155

[vijorey]

The site gets worse?....

im afraid that is because you aren't using it correctly and not following the correct procedures

ebay have you/ the buyer to use the tools....

to refund correctly you must ask the buyer to open a case...( you don't say the reason for the refund) but you must always reply and refund through the case as this is the only way that you can let eBay know that you have refunded...you may have given yourself a defect by doing it the way you did...have a look on your seller dash board...

as it is now, it is possible for the buyer to escalate to eBay and be refunded again...if this happens you will have to hope you have a honest buyer who will refund the PayPal payment ( or you could send them an voice for the refunded amount)

[Anonymous]

He has opened a case, i am doing it through the case on the refunds page and when i get the message 'Something went wrong It's not you, it's us'' Im assuming that im doing it correctly ?

[tobiasd4]

Are you using the app, not everything works on there, use website.
If using IE, no longer supported, use chrome or firefox.

[Anonymous]

I'm on the website using firefox

[Anonymous]

even accepting for the buyer to send the item back on the returns page it wont issue the refund and Im still getting
''Something went wrong It's not you, it's us''

[vijorey]

what is the reason for return? if change of mind the buyer need to send back at their expense, you will not have the option until you receive it...if buyer has opened a case of not as described then you have to send a prepaid postage label so that the buyer can return it,,,if you to refund without the retuen ( let buyer keep the item).. there is an option, within the case for you to select..refund without return...the refund is then automatic...

[Anonymous]

I know there's the option to refund without the seller sending the item back. That's what I've been selecting and it won't refund because ( as I've said before) I keep getting the message there's a technical fault, It's not you its us !!!

[tobiasd4]

Make sure firefox is up to date, click the 3 lines top right of page, help, about firefox & it will show if up to date.
Also try clearing cache & cookies, then log in again.

[Anonymous]

I've tried in a tablet and computer, I've tried via the app and the website , I've tried via google, Firefox, chrome and edge, I've cleaned cache and cookies and I still can't issues the refund.