I need help to refund a payment

Question

I have tried every way to do this. I have gone to seller hub, awaiting shipment but there is no Cancel Order to do it. According to eBay you can go to drop down menu saying send refund, but it just isn't there.

brettjet38 · Accepted Answer

This is what you should see

ni803686 · Answer

Please refund my money $141.39 returned order # 15 12580 08961

pjcdn2005 · Answer

Has a request for a refund already been opened? If so, you have to refund through the request.

If not, go to sellers hub / all orders

when you click on the arrow next to the item cancel order is the fifth one done. Or if you keep scrolling down, send refund is 3rd from the bottom.

triber · Answer

Thank you Brett, I followed the instructions but there is just NO place where it says Send Refund. I went to every heading and down all the drop downs, but it is just not there.

brettjet38 · Answer

https://www.ebay.ca/help/selling/managing-returns-refunds/refunding-buyers?id=5182&st=3&pos=1&query=Refunding%20buyers&intent=sending%20a%20refund&lucenceai=lucenceai&docId=HELP1608

2 min article

Refunding buyers

Depending on the situation, there are a number of ways a refund can be issued. Refunds can be issued by you, or by eBay.

Are you a buyer looking for a refund or to return an item? Read our article on Returning an item for a refund

As a seller, you can issue refunds through Seller Hub or My eBay. You can also issue a refund through a cancellation or return request, or a report that an item hasn't arrived.

Additionally, eBay can issue a refund to your buyer as the result of an eBay Money Back Guarantee case or payment dispute. When eBay issues a refund to a buyer, we may deduct the full amount from the seller for reimbursement.

How refunds work

When you offer your buyer a refund, the amount will be paid from the total of your Available or Processing funds. If you don’t have enough funds to cover the cost of the refund, the amount will be paid from your linked checking account or an on-file payment method.

For example, if you issue your buyer a $100 refund and only have $80 in Available and Processing funds, your payout checking account or on-file payment method will be used to fund the remaining $20

When eBay issues a refund to your buyer on your behalf due to an eBay Money Back Guarantee case or payment dispute, the amount will be deducted from the total of your Available or Processing funds.

If the total of your Available or Processing funds are insufficient to cover the outstanding amounts you owe, eBay will charge your on-file payment method for the remaining amounts owed within 14 days. We may add up the amounts you owe into a single charge. All the details related to these charges will be visible on your Financial statement.

Tip
You can choose a preferred on-file payment method to cover the refund amounts if your funds are insufficient. Make sure your payment method is up to date to avoid any charge failure.

Issuing a refund

You can issue full or partial refunds for items in Seller Hub or My eBay up to 90 days after the original transaction. Here's how:

Find the order in Seller Hub or My eBay Sold.
From the dropdown menu, select Send refund.
Choose a reason for the refund.
Specify a refund amount for the item or for the order.
Enter the refund amount, and select Send refund.

You'll get an email confirming that the refund has been initiated, and another email once the refund is complete. The refunded amount will appear in your order details. You can refund up to 100% of the transaction.

If you're issuing a partial refund for an order, the amount will be split proportionally across each item in the order.

You may be eligible for fee credits if you refund the buyer on eBay without us stepping in.

If there's an open cancellation request, return request, eBay Money Back Guarantee case, a report that an item hasn't arrived, or an open dispute made outside of eBay against an order, then the Send refund option will not be available. Instead, any refunds must be made through the open request or case, which can be viewed in My eBay Sold, or the Returns, Cancellations, or Requests and disputes tabs in Seller Hub.

If there’s an issue with the refund, you’ll be prompted to use the Retry refund button. If you’re still not able to issue a refund, you can change how the refund is funded. We do not recommend issuing a refund outside of eBay, as this will not qualify for seller protections.

If you're still having trouble issuing a refund, try the following:

Make sure you have sufficient funds. If there aren't enough funds available, you can change your on-file payment method and then try to issue the refund again
Check that all your payment method details, such as card number, expiration date, and CVV code are entered correctly. Make sure the name and billing addresses are exactly as they appear on your card statement. See our article on how to update your payment method
Activate your on-file payment method. If you're using a new card for the first time, you may need to contact your card issuer to activate the card
Update your web browser. Older browsers may not be secure enough for processing a refund. See our article on technical issues for more information on keeping your browser up to date

Tip
Sales on all items in the eBay vault that have passed our Authenticity Guarantee inspection are final, which means they’re not eligible for a refund. Learn more about the eBay vault.

Changing how your refunds are funded

Locate the order in Seller Hub or My eBay:
- For Seller Hub, go to the Orders tab
- For My eBay, go to the Sold tab
Select Send Refund, or view the Cancellation, Return, or Item Not Received request.
Select Change next to the payment method you want to update.
Select your preferred payment method or add a new option and select Save.

The saved payment method will be used for any future charges. If your preferred payment method is unsuccessful, we will recoup the amount from your other on-file payment method.

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