rcwk0823:22 PM Refund the buyer Judylyn23:29 PM Good morning. This is Judy. May I have your first and last name please? rcwk0823:29 PM Chan Wai Ki# rcwk0823:29 PM Chan Wai Ki Judylyn23:30 PM Hello Chan, welcome to eBay Concierge. I¡¦m looking forward to assisting you. Judylyn23:30 PM Can you help me with the case ID or item number please? rcwk0823:30 PM I called up an hour ago about a refund case. rcwk0823:30 PM I asked the assistant to help me on rcwk0823:30 PM buyerID=henrflore-0 rcwk0823:30 PM Order=19-04965-61364 rcwk0823:31 PM caseId=5236448214 rcwk0823:31 PM Assistant Luisa rcwk0823:31 PM But a mistake was made rcwk0823:31 PM buyerID=phra.us.5hkkrm8 Judylyn23:31 PM Oh I see. Thank yoi for proving me a complete information. rcwk0823:31 PM Order=12-04960-35661 rcwk0823:31 PM Request=5232652730 rcwk0823:32 PM This order was refunded by mistake rcwk0823:32 PM please check rcwk0823:33 PM this help you to assist me quicker Judylyn23:35 PM I see, the buyer "phra.us.5hkkrm8" was mistakenly refunded. rcwk0823:35 PM Yes.. Judylyn23:35 PM Were you able to contact the buyer Sir if they got already their item? rcwk0823:35 PM please correct it. rcwk0823:36 PM what buyer ID you are talking about Judylyn23:36 PM I'm sorry Sir beacuse once a refund has been issued, our system considers that as a voluntary refund wherein we can further take actions. The system doesn't have the feature to undo the refund or transfer the refund. rcwk0823:37 PM buyerID=phra.us.5hkkrm8, this buyer has not responded the message for some time. Judylyn23:38 PM I would suggest you contact Paypal instead since they're responsible for handling financial issues and having the upperhand. rcwk0823:38 PM I am sure whether the buyer still have problem, rcwk0823:38 PM i can ask the buyer again. rcwk0823:39 PM OK, if the buyer receive the item with no problem, what can we do then. Judylyn23:39 PM That will be good too Sir. If she receives the item, you can resend another invoice or check other methods/options with Paypal Sir, our financial institution. rcwk0823:40 PM OK. rcwk0823:40 PM Please handle another case first Judylyn23:40 PM Yes Sir. which case ID sir? rcwk0823:40 PM buyerID=henrflore-0 Order=19-04965-61364, caseId=5236448214 rcwk0823:41 PM The case i originally want to do rcwk0823:41 PM As i can not find the refund button, i called up and ask for help to refund buyer for me Judylyn23:42 PM I see, the buyer returned the item. rcwk0823:42 PM Yes, i received already, so OK to refund buyer. Judylyn23:42 PM For the refund Sir, you can do it directly with Paypal Sir. rcwk0823:42 PM I tried, but can not find the refund button. rcwk0823:43 PM I called for help after i tried both on eBay and Palpal Judylyn23:43 PM Once you're log-in in your account, Judylyn23:43 PM 1. Log in to your PayPal account. 2.Click History. 3.Click Details next to the payment you want to refund. 4.Click Issue a refund. 5.Enter the refund amount, then click Continue. 6.Review the information, then click Issue Refund. rcwk0823:44 PM Let me try, wait a min Judylyn23:44 PM I see, you also reached out to Paypal. rcwk0823:46 PM where is the history button Judylyn23:46 PM Are you using the Paypal app Sir or are you logged in using the computer? rcwk0823:46 PM on the main PC rcwk0823:47 PM top bar has summary activity... Judylyn23:48 PM I see. let me send another steps. rcwk0823:48 PM OK Judylyn23:48 PM Here's how to refund a payment: 1. Click the Activity tab at the top of the page. 2. Click All Transactions. 3.Select the payment you want to refund. 4.Click Issue a refund. 5.Under "Total Refund Amount," enter the amount you want to refund. You may have the option to refund a partial amount of the payment. 6.Click Issue Refund. You'll be directed to a page confirming that your refund has been sent. Judylyn23:50 PM Hello Sir, I don't mean to rush you, are you still connected? rcwk0823:51 PM I searched the buyer id, it return the transaction rcwk0823:51 PM I showed ON HELD rcwk0823:51 PM but i can find a refund button Judylyn23:51 PM Yes Sir, it's on hold since there was a case filed. rcwk0823:52 PM So how i can do now. rcwk0823:52 PM That why i called up ask for help rcwk0823:55 PM Can you refund from your side on my behalf? Judylyn23:55 PM Therer's no refund button beside the buyer's id? rcwk0823:55 PM No, it is strange? Judylyn23:55 PM Did you try cliccking the buyer's name? rcwk0823:55 PM There is only one case. rcwk0823:56 PM clicking only show less and more information Judylyn23:57 PM Yes Sir, but what I'm trying to say is did you try to click the amount you want to refund. rcwk0823:58 PM YES. rcwk0823:58 PM but same response Judylyn23:58 PM Did you get a help form Paypal as well sir? rcwk0823:59 PM NO. they are off office hours. working 9 hours later rcwk080:00 AM I need to response to eBay's case rcwk080:01 AM Can you refund to buyer for me like the previous assistant did. Judylyn0:03 AM I'm sorry Sir to hear about that Sir. Judylyn0:03 AM On the case details, the refund button is also not available? rcwk080:04 AM NO rcwk080:04 AM i do not know why. rcwk080:04 AM it happened last month, i called to ask for help rcwk080:04 AM seem some technical problem with ebay system. rcwk080:05 AM you may have to talk to the technical department rcwk080:05 AM are you really want to help me out? rcwk080:06 AM For this case I already spent 2 hours on this. Judylyn0:06 AM I'm sorry Sir, as much as possible, we encourage our selelr s to do refunds voluntarily on their end. Judylyn0:07 AM Except for some exemptions. Judylyn0:07 AM So I was trying to exhaust all pisibble means so you can issue the refund on your end. rcwk080:07 AM I know, if i can do it myself i have done it already. rcwk080:08 AM YES, i tried already. Judylyn0:08 AM Normally, we're just going to provide the steps that's why if you're still unable to do it on your end, we're encouraging you to contact Paypal first so they can assist you further. rcwk080:08 AM I also want to finish the issue, i have other things to do. rcwk080:08 AM OK. Judylyn0:08 AM I understand Sir. We value your time and business here. rcwk080:09 AM How about the case for the buyer with refund done wrong Judylyn0:09 AM By the way, if I'am going to process it here on our end, you'll receive a notification that the case was closed on the buyer's favor, will that be ok? rcwk080:09 AM if buyer refuse to pay again, what can i do Judylyn0:10 AM As I have mentioned SIr, Paypal is the one responsible for processing all the refunds and payments. They have a higher authority in handling financial matter Sir. rcwk080:11 AM any impact on my rating if case closed on the buyer's favor. Judylyn0:11 AM I highly advise you to contact paypal Sir and seek alternative options Sir as they know better how to handle such financial issues. Judylyn0:11 AM Yes Sir, it will have a negative impact on your account if ebay will closed it. So that's why I'm hesitating to close it here. rcwk080:11 AM OK, i talk to Paypal tomorro. rcwk080:12 AM How about the wrongly refunded issue rcwk080:12 AM If buyer refuse to pay, what can i do? Judylyn0:12 AM I don't want it to have a negative imnpact on your account so I'm suggesting you to contact Paypal so they can asssit you further on issuing the refund and to find options on the wrongly refunded buyer as well. rcwk080:13 AM That is not Paypal issue Judylyn0:13 AM I'm sorry Sir, as far as ebay is concerned, the case has been closed since a refund has been issued already. For payment reversal or other options, Paypal still handles it. Judylyn0:14 AM As our business partner or a financial institution, Paypal is working hand-in hand with eBay to facilitate business transactions. rcwk080:14 AM OK, i discuss with Paypal tomorrow. Judylyn0:14 AM I apologize if we can't do this here on our end since we're just the marketplace but rest assured that Paypal can assist you on this matter. rcwk080:14 AM Please tell what is the deadline for the case caseId=5236448214 rcwk080:15 AM Can you make a note on the case, i am processing it. Judylyn0:15 AM The case will remain open within 30 days from the date the case has been opened. Judylyn0:16 AM But I would suggest you to continue communicating with your buyer so he'll be posted on the actions that your undertaking. rcwk080:16 AM seller has to response to the case in 48 hours Judylyn0:16 AM Yes Sir, I'll do leave a note. rcwk080:16 AM OK, thanks, i take effort to maintain my good ratings Judylyn0:18 AM We truly appreciate your time and effort to resolve this issue Sir. Rest assured that we also want you to mainitain your godd ratings here on ebay! Judylyn0:18 AM We thank you for your patience and understanding. Judylyn0:18 AM Thanks again for being such a patient merchant with eBay!!! Stay safe and healthy Chan! rcwk080:18 AM I just go to the case again, but this time i see a refund link at top Judylyn0:19 AM Oh that's great! rcwk080:19 AM Can i use this Judylyn0:19 AM Yes Sir, of course. Judylyn0:19 AM I thought it was strange that you didn't have the refund option on the case details. Judylyn0:20 AM Well, in any case, Sir please be reminded that a refund will successfully go through if you have sufficient Paypal balance enough to cover the negative balance due to withheld amount and the cost of the item itself. rcwk080:21 AM Yes i have over $400 balance now, should be OK. Judylyn0:22 AM Oh that's good to know. rcwk080:22 AM I just check paypal. refund done Judylyn0:22 AM Werre you able to confirm the refund already? Judylyn0:22 AM Great! rcwk080:22 AM OK, next i have to send email to another buyer.. Judylyn0:22 AM Yes sir please go ahead. rcwk080:22 AM Anyway, thanks a lot for your patience and help Judylyn0:23 AM I'm sure she'll reply to you once she recives the email as I beliece she was responsive before. rcwk080:23 AM Good. rcwk080:23 AM Thanks again. Judylyn0:23 AM Thank you for your patience and understanding as well. rcwk080:23 AM have a nice day. Judylyn0:23 AM Stay safe and healthy Wai ! Judylyn0:23 AM Thank you Sir :) Chat session has ended ======================================================================================= + Chat Jun09 - Order number: 19-04965-61364, buyer return item, i received Now want to refund buyer, but can not find a refund button. buyer already raise a case caseId=5236448214 Luisa22:05 PM Thank you for contacting eBay Customer Support, my name is Luisa. Can I verify your full name? rcwk0822:05 PM Chan Wai Ki Luisa22:07 PM Hello Chan, I understand that you want to issue a refund to your buyer, no worries, let me pull up your account and check on that rcwk0822:07 PM OK, thanks Luisa22:14 PM Hello Chan? rcwk0822:14 PM Yes Luisa22:15 PM I have checked the claim on your account and I do see an option to issue a refund through the resolution center. Luisa22:15 PM CAn you go to that page and check it out? rcwk0822:15 PM let me see rcwk0822:16 PM I click 'Continue to case' rcwk0822:16 PM then go into case details and message details, but no refund button Luisa22:18 PM Oh? The option showing on my end is you sent a message to the buyer. Luisa22:18 PM You can wait to hear back from the buyer, or take another action. If there's a problem, you can ask us to step in and help. rcwk0822:18 PM It is my turn to response. Luisa22:19 PM Then there are choices to update the tracking, refund the buyer, send a messsage and ask us to step in rcwk0822:19 PM buyer already asked eBay to step in. rcwk0822:19 PM I want to refund and close the case. rcwk0822:20 PM Then i can go on to do something else. Luisa22:20 PM Yes. rcwk0822:20 PM Can you refund to buyer on my behalf rcwk0822:21 PM money was held in Paypal. Luisa22:22 PM Yeah, I already issued the refund on your behalf. Luisa22:22 PM It now says: Thanks! We'll let the buyer know that you refunded them for the item. The buyer's request is complete. rcwk0822:22 PM Good, thanks. rcwk0822:22 PM can you close all case as well.. Luisa22:23 PM Yes once a refund was issued, then the case will close automatically as well. rcwk0822:23 PM GOOD. i can go on the selling side. rcwk0822:24 PM It takes time to follow those return issues. it is time consuming, i hate it. rcwk0822:24 PM I will try to solve it as soon as possible. Luisa22:25 PM Yes please . No worries, for this one, it is already taken care of rcwk0822:25 PM Thanks a lot, have a nice day. Luisa22:25 PM You're welcome. Thank you also for doing business with us, I hope you have a Good Day! Keep safe. Chat session has ended