Refund issued through PayPal, now I can't cancel listing

[u106213]

Hello, I am new seller in eBay and today I had to give my first refund to a customer that changed his mind. I've just logged in my PayPal account and refunded the payment that I've received from him. Now I am trying to cancel the order from my "Sold" page but it gives me this error: "Unfortunately, we can't cancel your orderYou can't cancel this order at the moment because there's a PayPal case open for it".
Can someone more experienced try to explain to me what should I do to effectively complete the cancellation and relist my item?
Thank you in advance for your help!

[tressygirl]

You refunded incorrectly,  refunding direct theough Paypal does not show eBay that the buyer wanted the refund / cancellation,  so they will also here,  charge you a seller fee,  and give you a defect on your account.

All refunds have to be buyer initiated,  so a cancellation request sent , citing buyer requests to cancel,  or the buyer needs to open a case in the Resolution Centre and you fully refund through those case details,  and within 8 days.  Both cases would refund your seller fee,  not  give you that defect,  and close the transaction correctly.

You need to contact eBay CS,  and explain the refund was done through PP.  Use the Help & Contact tab above,  and scroll around for the Live Chat option as lines are down,  it opens between 8 a.m. and 10 pm today.

Make sure they take away any applied defect.

[rusticrye]

Just to add that everything you need to know about selling on Ebay, including what to do when a buyer wants to cancel a transaction, is in the Seller Centre (link at foot of any page). You also have the Help pages with their integral search to refer to (links at top and foot of any page). 🙂