How to do an Ebay refund

libra10

Wondering whether anyone can offer advice.

A buyer purchased a second hand phone I was selling, but when delivered decided she no longer wanted. Although the phone was sold as unlocked, she couldn't get her sim card to work.

I agreed that she could return the phone and it should be received back tomorrow. I will obviously check that the IMEI code and serial number, etc are correct, then refund.

In these circumstances, will I still need to pay Ebay's seller fees, or is there a procedure I can go through in order that the fees can be cancelled?

Thanks for any advice.

theonlywayisup

Has she 'opened' a return case?

libra10

Hello

Thank you for replying. She hasn't opened a return case. We have been discussing the sale through Ebay messages, and I agreed that she could return the phone and I would refund.

She advised me that she has now despatched the phone back to me, and I wondered where i could go from here.

Thanks for your help.

libra10

Can anyone advise please?

Thanks for any advice.

theonlywayisup

libra10 wrote: »

Can anyone advise please?

Thanks for any advice.

Obviously, don't do this until you have it back.

If she hasn't opened a case, the easiest way to do it is via ebay.ie

Log in using your co.uk details.

Send her a message to say you have the item back and you will refund and send a cancellation. Explain the cancellation is so Ebay can reimburse your selling fees.

Go to the transaction, click through to the Paypal payment from the ebay transaction. Refund the transaction.

Then go to the resolution centre and open a mutual cancellation as before. They still have the old system. Select the buyer has changed mind option (can't recall the wording).

If she agrees the cancellation you will not get a defect.

libra10

Thanks very much for replying theonlywaytsup.

The phone arrived back about an hour ago, and I decided to phone Ebay.

The assistant guided me through the procedure (which you mention), and the money has been refunded.

I just need to refund the customer's postage and have messaged her asking how much it cost.

Although I have had an Ebay account for years, I don't sell a great deal and it was the first time I have had to refund.

Thank you very much for your help.