Refunding buyers

[willowbay1207]

Does anyone know why when you refund a buyer for an items lost missing etc that they don't receive the full amount. 
This has happened twice to me. I have just refunded a buyer and he's only got part of it. I've rung eBay and they don't know, she said it was a,PayPal fee. It's strange. He's not happy so I said I would send the extra myself, it's approx £6.00 the refund was over £130.00.

[rusticrye]

If you simply sent the buyer a PayPal payment, which is what it seems you did, that is not a refund - it's a payment. Receivers of payments pay PayPal a payment processing fee, which you, as a seller who receives payments, should know.

In order for the buyer to receive back the whole of their original payment, you have to refund, and through an opened Ebay or PayPal case or return request, or from the actual PayPal transaction.

If you did wrongly send the buyer a payment, you don't seem to realise that they can open an Ebay or PayPal case and be refunded the whole of their original payment. There is nothing you can do to stop that, as a payment you make to a buyer isn't connected in any way to the purchase transaction.  So pray that your buyers are honest, otherwise these will prove to be very expensive mistakes.

@willowbay1207 

[willowbay1207]

No. He opened a case for item not received. It was a Special Delivery item and still missing. It was definitely a refund sent via the case he opened. 

[john1297576]

How did you refund?

Refunds must be made through a Case,you get the selling fee refunded,the buyer gets a full refund.

It sounds as though you just made a payment trough Paypal which unless sent as Family & friends would have the normal Paypal Fee deducted.that is 2.9% + 30p.

Everything on ebay has a set procedure, if a buyer does not receive their purchase, they open a NOT RECEIVED CASE, if damaged or other reason a NOT AS DESCRIBED CASE.

You the seller refund through the case. You get selling fee refunded, buyer gets all their money back.

The way I think you have done it will have been expensive for you, No Refund of Selling Fee, and extra cost to make up for seller not getting the full refund.

Even sending £6 to the buyer they will only receive about £5.52 assuming you just sent as a normal paypal payment.

If buyer was overseas it would be slightly different and because of exchange rates buyer might lose on the  exchange and get back less than they paid.

Read the Money Back Guarantee top right of EVERY listing.

[pixiesen2012]

sounds like you sent a paypal payment instead of refunding through the original payment,

for the buyer to receive everything they paid you have to use the refund option in the original payment