Over the weekend I had a sale. The customer paid immediately and then realized they had used the wrong mailing address(Different City/Province). After discussing we decided best to refund and reissue the invoice after they had corrected in their account. In PayPal for the buyer it notes a case has been opened but no specifics other than it hadn't transferred to their bank yet. Unfortunately there does not seem to be a way to send a 2nd/replacement invoice, something that needs to be available. At the time of refunding it did not even permit cancelling the order from both the buyer and sellers end. As of this morning it does but states will issue a refund. (As noted above...This has already been done.) In Sellers Hub this order is included as part of a count of Orders to Ship. When you open that tab it is not included. Is anyone aware of a simple way to fix this problem besides creating a new invoice in PayPal.
-Lotz
PS. Similar to when a customer says an item has not arrived. You issue a refund and the item arrives the next day. Sending invoices is just a normal part of doing business and should be available inside of eBay for current transactions.
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Hi @lotzofuniquegoodies - thanks for clarifying! You wouldn't be able to cancel the transaction if the customer opened a PayPal dispute, but once that's resolved you should be able to contact CS for a fee credit.
Thanks!
Hi @lotzofuniquegoodies - the best course of action for you to take with this customer is to cancel the transaction and have them purchase the item again.
Sending a revised invoice (even if it was an option) would not allow a member to go through checkout a second time if that had already occurred.
Cancel the transaction through eBay to make sure that you get your fees refunded and the transaction removed from your 'pending orders' page in Seller Hub. If you already issued a refund through the transaction in PayPal it will not issue another refund. Thanks!
Hi @lotzofuniquegoodies - thanks for clarifying! You wouldn't be able to cancel the transaction if the customer opened a PayPal dispute, but once that's resolved you should be able to contact CS for a fee credit.
Thanks!
Hi @lotzofuniquegoodies - looks like there isn't one on the PC.
The app does a better job of letting you get back to browsing and continuing to shop (it pops up a window that you can minimize).
Not sue if there's a 'continue shopping' link planned in the future, but I agree that it could help with situations like these. Thanks!
Transaction that was refunded is still getting the following displays and unable to purg.
Also, when you cancel a transaction through the normal procedure it mentions that it will automatically relist the item. This is not happening. Sorry unable to recreate. I've both either seen an error message stating that or have just checked to see if there was some sort of delay with the relisting processing but have been unable to locate.
-Lotz
