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A buyer opened an unreceived item case on ebay. When I attempt to refund through the resolution centre it says:"There was a problem sending your refund to the buyer. To try again or to see what's wrong, go to PayPal."When I log into PayPal, the funds for the transaction are on hold saying:"Your buyer has opened a dispute on this transaction. Sign in to your eBay account for more information on how to resolve it." with no option to refund.I'm going round in circles. And if I wait for eBay to step in and refund the buyer, it will count against me as a seller. Any idea how to refund the buyer? I'm not located in the US, and not in a position to be making lengthy international phone calls to eBay.
Thanks for the info about having eBay call me. I tried that, and despite it saying my number wasn't valid, I received a call a from them couple of minutes later. I then spent 72 minutes in a three-way call with eBay and PayPal after being repeatedly transferred between them, as eBay said I needed to talk to PayPal, and PayPal said I needed to talk to eBay. eBay told me that they could not step in and refund the buyer without giving me a defect. In the end, while on the phone, I refunded the buyer by sending the money directly as a friends and family payment, PayPal gave eBay the transaction ID and confirmed I'd made the payment, and eBay said they would close the case in my favour which could take 24-48 hours. I'll believe it when I see it. I'm fully anticipating having to spend more time on the phone.
I would explain to the buyer the situation and ask her maybe if there was a way for them to contact eBay about the refund since they are in the U.S. It's a long shot, but if they are understanding about your situation they may work with you.
Since you sent your item to Russia (I see the currency was in rubles), did the buyer even allow enough time for the item to arrive before filing a claim? I know that it can take months for items from the U.S. to arrive there so I can only imagine it will take as long to arrive. I will bet that they still get the item in the mail and they are jumping the gun on this demanding a refund.At this point you probably just want to be done with this. So let's hope you can do just that if eBay steps in.