Duration of a refund request
Summary: gamesorder had a problem with a refund to a customer, where the process was already shown as completed in their system while the customer still hadn’t received any confirmation. perfect-sally shared that for credit card payments, it can take up to 30 days. mia@ebay from eBay explained that the refund should be credited within 5 business days, depending on the credit card company’s billing cycle. Participants in the discussion suspected that the system might respond with a delay for various reasons, such as a missing tracking number. In the end, the issue was resolved once the refund was completed.
Hello,
as the title already says, it's about the topic above.
A customer bought several items. In doing so, there was an overpayment of the shipping costs that actually arose for us, so we refunded this to the customer via "Send refund".
In the payments, the transaction is already shown as "completed", but in the email - "Your refund request should be completed soon" - the case is still open.
How long can it take until the refund is delivered to the customer?
We're a bit confused because within the request it is (open), but under "Payments" it is already shown as "completed".
Maybe you can shed some light on this @miriam@ebay
Thanks and best regards
mia@ebay
·1 month agoHello @gamesorder ,
please send me the case number for the return - unfortunately I don't see any request about it here yet that isn't closing. I'd like to take a look at it using the number.
Best regards
Mia
gamesorder
OP1 month ago · EditedHello @mia@ebay ,
This is not a return, but a refund to the customer, since they had paid too much for shipping. The refund was initiated this morning, around 7 o'clock, and is also shown under payments as "completed", but the refund request is still open.
perfect-sally
·1 month agoSomething’s not right there.
For refunds like that, you send the money via send refund and also enter the amount there.
There’s no need for a refund request for that, and what would it even look like? And if, despite the concerns, it really is a refund request, then I’d guess it won’t be closed if only a partial amount and not the full amount is refunded - just a guess.
@nina@ebay could you please take another look? Thanks a lot
gamesorder
OP1 month ago · EditedThat's exactly the way to do it - send the refund, then we receive an email "Your refund request should be closed soon" - It lists all the data again, including a refund number, and usually shortly after that (within a few seconds / minutes) we receive another email, "Refund initiated for order XY"
However, this refund today is still open, even though the amount is listed as "completed" under payments.
perfect-sally
·1 month agoWow, I've never had that before. If something needed to be refunded, I did it without being asked, on my own, via Send refund, and then the price was updated and that was it.
gamesorder
OP1 month ago · EditedThat’s always been the case for us.
As soon as we confirm "Send refund", we shortly after receive the email with the details, as mentioned above, which then closes again shortly after.
gamesorder
OP1 month agoThe problem still exists - it concerns order no. 06-15089-19710
As already mentioned, the refund request is still open - in the sales overview / orders - the full amount is still being shown in the overview here as well, and not the reduced amount, although under "Payments" on our side the sent partial refund is already "completed".
Could one of the mentors please link someone from Ebay again? I would do it myself, but I can't see who is online.
Thanks
gamesorder
OP1 month agoCould you possibly take a look at the situation @miriam@ebay ?
Why the refund request for order 06-15089-19710 is not closing and why the amount in the overview is not changing?
patrick@ebay
Hello @gamesorder I would just patiently wait out today as well. The refund has been initiated and the amount will only be released today. Possibly the system is hesitating because no tracking number is stored. In any case, it is noted that the amounts will be processed from 27.08 onward.
There is no request, or rather it cannot be closed in this form, as with a case. With the refund, there is also the info that an email will be sent as soon as it is completed.
Best regards
Patrick
gamesorder
OP1 month ago · EditedHello Patrick
I'm not concerned with approving the amount.
We have sufficient credit available, and the partial refund was already offset yesterday morning - see the refund transaction within payments for this.
I just don't understand why, despite the offset of the refund that has already been carried out, it is not being passed on to the customer.
The refund request says
"As soon as processing is complete, we will let you know by email how we will reclaim the refund from you."
But the amount was offset yesterday - directly after sending the refund.
There must be a technical issue, otherwise I can't explain it. Maybe you can shed some "light into the darkness"
patrick@ebay
Hello @gamesorder we can't really tell you any more right now either, only what we can see. It could also possibly be due to the way the buyer paid, that it takes longer because it is refunded to the original payment method.
Best regards
Patrick
kometenhuhn
·1 month ago · EditedWas there possibly a technical problem?
gamesorder
OP1 month ago · EditedRefund was completed yesterday evening. Thanks for your help
Where can one mark a post as "solved"?`Unfortunately, I can no longer find this option.
mia@ebay
·1 month agoHello @gamesorder ,
Thank you very much for your post.
The refund should be credited within 5 business days. However, with credit card companies, it depends on the company's billing cycle (most bill within a 30-day period.)
@perfect-sally - Thanks for the tag
Best regards
Mia
gamesorder
OP1 month ago · EditedHello @mia@ebay ,
thanks for your feedback.
Does the refund request only close once the payment has been credited to the buyer? So possibly only after 30 days?
I also wonder why it can take so long if the refund is already shown as "completed" for me and I can no longer access it.
perfect-sally
·1 month agoI don't think the request only closes once the buyer actually has the money in the account. How would eBay be able to verify that? That would require full access to the account, and eBay definitely doesn't have that.
perfect-sally
·1 month ago@gamesorder I'm not Miriam, but here's a note:
if the customer paid by credit card, it can take up to 30 days before they can see the refund in their account. At least that's how it was communicated here.
gamesorder
OP1 month agoYes, that's right, I have no influence over that.
Still, the refund request should close when the refund is shown as "completed" under "Payments".
I can't quite understand this process.
perfect-sally
·1 month agoMaybe the eBay employee present can say something about this. I'll tag them here.
Hello @mia@ebay could you please take a look? Thanks a lot