Refund not possible due to open case | Members help members

wiest-autohaeuser1896 · 2025-09-18T11:52:10.514000Z

Okay, we have a problem that really shouldn’t be a problem. The customer bought 4 items from us within one order and then changed their mind. No problem, we confirmed the return request.The customer then received 4 return labels from ebay instead of one. After that, they contacted us and wanted the refund for the 3 extra ones that were created. We pointed out to them that we have nothing to do with the return labels and that they need to contact ebay Support. From our side, though, there’s nothing against sending it all back in one shipment. Shortly after that, the customer opened one case each for 3 of the 4 items, which were 'paused' directly by ebay. So there’s nothing else we can do here except wait. Of course, the payout was blocked. The return has since arrived. Now we’d like to refund the customer’s money, but we can only refund the one item. Since there’s an open case for each of the other 3 items, we can’t get any further here. But it’s not on us, we’d be happy to! The dispute is actually between the customer and ebay and we’re just some uninvolved bystander, sort of. How can you get ebay to close these cases now so that we can refund the money? They must be able to communicate with customers in some other way.

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Refund not possible due to open case | Members help members | eBay Germany