item not received - cannot issue refund??

schmickleicklepickle

I have a buyer who is claiming they have not received their item. I am obviously having to take their word for it and unfortunately do not COP.

Have offered a full refund but when I went into Paypal I get the following message for this buyer: "You cannot refund this payment because the recipient is currently unable to receive money."

However, the buyer has over 70 items listed to sell with paypal as an option!

Has anyone had experience with this?

I do not have cheque and don't want to send cash in the post, could get a postal order but would rather avoid if poss though think I'll have to if the paypal issue cannot be resolved...

how can a seller not be able to receive money?!:o

soolin

I have had this notice as well on someone I had offered a partial refund to and had no idea what it meant.

However in your case I would do the following. explain that as per requirements you are willing to refund their original payment but for some reason this is being blocked by their account, cut and paste the message to them if necessary, ask them to contact paypal and see what needs to be done 'their end' to sort this out so refund can be sent. If they suggest refunding by any other means refuse, and explain that as per paypal and ebay guidelines you need to refund the original payment to ensure that fees are not paid by either party.

Then basically leave them to it to sort out. If they open a dispute and you still can't get th emoney across I can't se ehow you can be penalised as paypal will not close the dispute unless you return the original payment.

Bromley86

I wouldn't refund other than through PayPal. Otherwise how do you prove that you've refunded if it all goes scammy?

schmickleicklepickle

Buyer has got back to me asking me to send via paypal to her friend??!!

SHe is now being very nice and promising positive feedback etc.....
She's also explained that paypal have asked her to verify her account so it's blocked till that is done.

I think I would be best saying that I will wait until her account is unblocked - is that fair? Just hate the thought of negative feeback after >1200+, but think that's the risk any seller runs now!

soolin

Do not send a new payment as recipient will pay fees and your original fees will stand, and , more importantly the original amount remains eligible for chargeback.

Just say you are happy to wait while her account is verified.

jaydeeuk1

Beginning to sound like a scam/hacked account! Wait until her account is unblocked, whatever you do, don't refund to her 'friend'.

bevc_2

Just to say I had to give a customer a partial refund and got into a right pickle, but PP customer service sorted it out for me with no problems whatsoever - maybe worth giving them a ring?

schmickleicklepickle

Thanks everybody - have emailed as advised......

schmickleicklepickle

She has now said to take the paypal fees off the total and send to friends as it will take 3 weeks to sort out paypal... shall I just do it? Not overly happy but can do without the argy bargy which I'm pretty sure will result if I say no!

pulliptears

No!!! Dont send any refund to anything but the account she paid with.

If you refund to her friend she can still file a complaint against you using her own account. You are seriously risking refunding her twice if you do this.

schmickleicklepickle

Thanks pulliptears, you made me realise I'd rather risk the negative than pay twice!!
Have emailed to say no, let's see what she says!