Cancellation - without opened return / refund without defect record

Question

Good morning everyone, as already mentioned in the title, we have the following case.A buyer sends the item back without opening a return for it.Now we want to refund the buyer the purchase price. Asking them to open a return was unsuccessful.Now we would have the option to initiate this via a purchase cancellation, or via send refund.With either of the two, a defect entry is made in the status - I seem to remember at least that this exact "defect entry" in connection with a refund was disc...

alena@ebay · Accepted Answer

Hello @gamesorder Never refund purchase amounts without first ending the purchase via our “Cancel purchase“ function. Otherwise, eBay will rate this as a defect due to an item that cannot be delivered. If a buyer does not initiate the return through eBay, make sure here that you use the "Cancel purchase" function before you arrange for the payout of the purchase amount. Thanks for the tag @perfect-sally 😘 Best regards