Refund for an 'old' order?
Summary: The thread discusses a refund for an old order. egross_outlet starts the conversation, and there are replies from sika700, heavenwelkin, and marioelegio, each trying to contribute to the issue, but the specific details of the replies are not available.
Hello everyone,
a few days ago a customer told me that an electronic item he bought in July no longer works, after checking that it is indeed broken I wanted to proceed with the refund but in the order there is no "Refund order" option, as in the more recent orders.
The user contacted eBay and they told him that I should send the refund amount to him on eBay, frankly this seems to me like a highly irregular procedure. I can't figure out what the correct procedure is for such a refund.
Thanks
marioelegio
·1 year agoAnyway, as a professional community seller you are subject to the legal warranty on what you sell. So there’s no need to resort to the guarantees offered by eBay, PayPal or credit card; you should step in anyway according to the provisions of the consumer code (Legislative Decree of 6 September 2005, no. 206).
What matters is that everything is documented (message and refund), to prevent anyone from taking advantage by asking for the refund twice through different channels.
hi
mario
egross_outlet
OP1 year agoYes yes, absolutely, and since I wasn't aware of the procedures, I took the place of another person who had been handling sales before.
egross_outlet
OP1 year agoThanks for chiming in
heavenwelkin
·1 year agoGood morning
eBay can step in after 30 days ONLY if you get a chargeback or a PayPal dispute, since the buyer made the payment to eBay and not directly to you.
So I ADVISE AGAINST issuing refunds outside the original payment, because after refunding the buyer you could risk an additional charge due to a possible dispute of the original payment.
As sika700 also wrote, it would be best for the buyer to open a PayPal dispute or a chargeback.
In conclusion, if you want, you can tell the buyer that you are available to issue the refund through the original payment, then if you want, explain that they need to open a PayPal dispute, or if they paid by credit card, a chargeback with their bank.
Kind regards.
egross_outlet
OP1 year agoThanks, I had no idea about this peculiarity of eBay, I thought it was similar to Amazon, where at some point they step in and refund the customer, charging the amount to the seller.
So if, unfortunately, the store closes, the customer ends up with a broken item and no way to ask for a refund?
thanks
heavenwelkin
·1 year agoNo, the procedures are completely different from Amazon's.
After 30 days from receipt of the item, eBay no longer steps in.
The buyer who pays with PayPal has 180 days to ask for a refund.
While with a Visa/Mastercard credit card, they have up to 13 months to request a chargeback.
sika700
·1 year agoHello,
the refund on ebay can be made within 30 days of delivery.
Now, if you want to refund your buyer you need to find an alternative method that works for both of you... on ebay you can't do anything.
I would advise you to tell them to open a dispute on the payment method, they have 180 days... so that you can confirm and then refund and everything stays more regular.
Kind regards.