Unable to Refund a buyer in an open case

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oatmeal

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I'm trying to refund the buyer in an open case
but I get a message from ebay saying a refund cannot be made
due to a problem and tells me to go to paypal to see it.

I went to paypal and tried to refund the buyer from there but
paypal message tells me that there is an issue with the buyer's
credit card and no refund was completed.

So, I'm unable to send a refund either on ebay or on paypal
and I can't close the case.

What should I do? I think I have to select the option "ask ebay to step in"
but even if I write all that in the message, will ebay close the case in my favor?
What if they still count it as a strike against me? I'm not sure if I should risk
asking them to step in. I want to refund the buyer but I'm not being permitted to do that.
 
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oatmeal said:
I'm trying to refund the buyer in an open case
but I get a message from ebay saying a refund cannot be made
due to a problem and tells me to go to paypal to see it.

I went to paypal and tried to refund the buyer from there but
paypal message tells me that there is an issue with the buyer's
credit card and no refund was completed.

So, I'm unable to send a refund either on ebay or on paypal
and I can't close the case.

What should I do? I think I have to select the option "ask ebay to step in"
but even if I write all that in the message, will ebay close the case in my favor?
What if they still count it as a strike against me? I'm not sure if I should risk
asking them to step in. I want to refund the buyer but I'm not being permitted to do that.
Click to expand...
Try to Contact to buyer and tell him your problem
 
The only thing that u can do over here is contact the receipient, ebay and paypal. basically, keep everyone in the loop and u should be fine

By the way, ebay has made it so hard to contact them. so, best of luck contacting them. their support sucks these days.
 
yep, I have already contacted the buyer several times and told him that I couldn't send the refund to him. He says his credit card is fine.

Yes, contacting ebay is next to impossible. I would contact them if I could but it seems like the only way would be to "ask ebay to step in" but that is so risky nowadays since 1 strike could almost mean below standard rating and put you out of business.

Actually, the only way I have contacted ebay was to report the buyer and I explained it that basically I wanted to give the buyer a refund but ebay and paypal won't allow it citing a problem with the buyer's credit card, so I reported him (in a good way). That was about a week ago and nobody has responded.
 
There is ebay support you even enter your number and they call you,atleast in germany.
 
It's impossible to find from eBay's site itself, but if you google "eBay live chat" you will actually find a link that offers you to live chat with eBay's customer service.
 
well the buyer closed the case, so hopefully it won't be an issue anymore.
 
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