Does buyer have to open a case for a refund I already agree to

November2

Buyer is saying item not working, I've told him he can keep it and I'll refund him in full, as it was a low value item and not worth paying to get it back. Again I'm confused how to do this with regards a defect. Advice given to me on here recently regarding a lost parcel was to send a cancellation then refund, however with regards to an unhappy buyer who wants a refund all the advice on EBay's forum is saying buyer must request the refund via the resolution centre, which I assume means he has to open a case, only then will I not get a defect.

Can someone just confirm the correct procedure as I do not want a defect.

Also is there a link to any help pages that clearly and simply explain what to do in these circumstances. I thought such a page would exist on the Ebay Forum but I couldn't find one. Ebays help pages are of no help.

RFW

No. Just refund from the item page, it will link you to Paypal to refund. Once refunded you can apply for a mutual agreement to get your fees back.
You'll get a defect if the buyer opens a dispute.

November2

How do I cancel as Ebay is saying a transaction can't be cancelled after dispatch? I'm sure I'm making this much more difficult than it is but after just reading a lengthy thread on Ebay about refunding and defects I'm just getting more and more confused with all the conflicting information! I keep coming across 'the buyer must initialize the cancellation in the resolution centre' how does he do that without a case being opened?

RFW

November2 wrote: »

How do I cancel as Ebay is saying a transaction can't be cancelled after dispatch? I'm sure I'm making this much more difficult than it is but after just reading a lengthy thread on Ebay about refunding and defects I'm just getting more and more confused with all the conflicting information! I keep coming across 'the buyer must initialize the cancellation in the resolution centre' how does he do that without a case being opened?

If you refund the transaction will appear back in your items awaiting payment. You can then get the option to open "buyer not paid" or "cancel by mutual agreement".

November2

Thank you. Have refunded and put through the cancellation. Hopefully it'll all turn out well.