Unable to refund buyer through PayPal

[hawkwind_gaming]

Hello. I have just sold an item within the last hour. I almost immediately received a message from the buyer saying they have ordered the wrong item and requesting for me to cancel and refund. I have clicked the Cancel Order button on eBay and gave the reason as "Buyer requested cancellation". The page now shows a message at the top in red text which says "Please refund the buyer by 04 February 2021. We'll then ask the buyer to let us know when they receive the refund." 

There is no option to issue a refund through eBay that I can see, so I've tried to issue a refund through PayPal. On the transaction page, there is an Issue Refund button. After I click the button, the page refreshes but nothing happens. Should I just send a money transfer through PayPal? I am slightly worried that if I do that, it won't be recognised by eBay and they'll automatically take the money on the 4th of February, leaving me charged twice and potentially negged. I am unsure what to do at this point, can anyone advise please?

[john1297576]

I think it would have worked better if the buyer had sent you a Proper Request to Cancel, refunding through that with the reason you selected should then have been automatic.

I would have thought there should have been the option to refund through the cancellation request, unless it is another glitch.

[hawkwind_gaming]

The cancellation request doesn't show any options. The page just says

"Order cancellation is pending
Please refund the buyer by 04 February 2021. We'll then ask the buyer to let us know when they receive the refund.

Your reason for cancellation: The buyer asked to cancel the item(s) in this order"

[tressygirl]

You are correct if you refund through Paypal,  eBay will not recognise it,  they won't be notified,  as it is a separate Company.

If you are doing this hopefully on a desktop browser,  not thr app,  and still facing this issue of not being able to refund contact eBay Customer Swervices.

Here is the link to contact to contact eBay Customer Services

https://ocsnext.ebay.co.uk/ocs/cusr?query=1455

Scroll to the very bottom of that page you will see Chat With Us or Have Us Call You.

Lines open between 8 a.m. and 10 p.m. today.