eBay

sweet.things.4u · ‎07-12-2016

You were all very helpful to guide me through my first open case in which I decided to refund to avoid any strikes etc. I answered by refunding and added a message someone here provided concerning if ever they receive the package to let me know. I woke up this morning to find out the customer escalated the case and now is being reviewed. When I go try to open the review it says we are reviewing will get back to you soon. I wanted to send a message saying I refunded but only gives me the option in the bottom corner to offer another refund. I went to check my paypal and saw that the refund is pending and should be going through within the next two days. Being my first one I did not realise that an echeck would take that long. As a matter of fact I for some reason thought my credit card was attached to account as I have used it to purchase several times and had no idea they were using an echeck : ( The funds have already been debited in my bank account so they have the money. My question what do I do...do I call ebay? Will they refund the customer again? Does this mean I will end up getting a strike because in their eyes the refund was not done? Thank you

fashionoutletdeal · ‎07-12-2016

call eBay ASAP

momcqueen · ‎07-12-2016

I would give it a day or two to work itself out, as this would have been done by a bot with no thought capabilities whatsoever. Keep a close eye on what is happening with your case and also paypal transaction. If it seems as if it's still all wrong by the end of the week, call ebay Customer Service. Have all your facts at hand, and be prepared to explain it to as many people as necessary until someone understands what you are saying.

If you can prove you issued the refund willingly, any 'strike' that might occur because the bot did not see that can be undone by CSR.

pjcdn2005 · ‎07-12-2016

The buyer may have escalated because they don't have access to the refund yet. Send them a message through eBay explaining that you didn't realize the refund wouldn't be instant and let them know that they will have the funds on xx date.

i wouldn't wait to phone eBay, do it right away. A bot wouldn't have escalated, only a person can do that but bots often do make a decision once it has been escalated and it can happen quickly. I'm surprised that the buyer was able to escalate when the refund was done through the resolution process so is possible that the bot won't see the refund. It would probably be easier to prevent the strike now then get rid of it later.

sweet.things.4u · ‎07-13-2016

Thank you all. I ended up calling ebay and they explained that the whole process was done with a bot. Once the customer does not get the refund automatically after the date that they provide the customer can escalate it. Because it was a bot that did it it was allowed. Had it been done manually they would of put a hold on the escalation and wait for the echeck to clear. Funny thing was the money was taken from my bank account less than a day after I refund. So now according to them the customer will indeed get 2 refunds lol. But because there is a paper trail which she saw...I gave refund etc. etc. I have to wait till the money clears at which time I have to call them and then they can proceed to allow the refund only once...reimburse me if paypal did not catch it and then remove the strike.

I am not going to suggest that the customer is dishonest in anyway...but they were quick to jump through the hoops and seems they knew their way around. Most people communicate in some way...either through the seller or ebay etc. etc. There was absolutely no communication. On my side yes I did not realise I did not have a credit card attached to paypal as this was my first case since I have been selling here. I have purchased items in the past and used my credit card and just assumed that it was on file. Live and Learn.

I am just hoping that once it clears that they will indeed remove the strike and reverse and second refund that was done. One question I would like to ask is that can they leave a negative feedback for me given that the refund was indeed done at the time the case was opened?

pjcdn2005 · ‎07-13-2016

Im sure that they could leave a negative feedback but you may be able to appeal it.

i don't think that PayPal can stop the echeque but if I were you, I would phone and ask them if they will stop it. I don't always have a lot o confidence in what cs says so I might also be tempted to phone another rep to see what they say.

With an echeque the amount is taken out of a bank account very quickly but with Canadian bank accounts, it takes a while for the recipient to receive it.