How do I give my customer a refund when there is a dispute?

MPetersen10
Contributor
Contributor

I want to give my custmer a refund who filed a dispute.

 

We agreed that I would give her the refund as soon as the product was returned to me. It has been.

 

When I go to the transaction, the funds are held, but there is no "refund" link or option. Help! I want to give quality customer service and issue the refund right away!

 

I sent her funds to pay for the return shipping seperately, but see no option to refund her in full for the initial transaction.

 

I contacted PayPal and their response was the click on the refund link, which, as I stated before, is not there. there is no other option than to "view" the dispute and our corospondance there.

 

Is the customer supposed to do something on her end? I have no options. I don't want to send the funds seperately because then I don't get my fees refunded, and, I could see that as a means of accidentally refunding my customer twice. Though I will do this if I see no other solution and too much time goes by.

 

Thank you for your help.

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4 REPLIES 4

DPCreations
Frequent Advisor
Frequent Advisor

I don't think you can refund before funds are released.  Why are the funds on hold?  When did the sale take place?

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MPetersen10
Contributor
Contributor
It was a few days ago. What needs to happen so the funds are no longer on hold?
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DPCreations
Frequent Advisor
Frequent Advisor

It depends on various factors.  Is this a new PayPal account?

Where did you sell?  Are you a new seller?

You may need to phone PayPal customer service to get the funds released sooner so you can refund.

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rhienz03
Contributor
Contributor

Hi,

 

Since you said that there is no refund button, I can only assume that the dispute was filed through eBay. If that's the case you need to go to eBay Resolution Center to issue the refund. If it is a PayPal dispute, you can go to PayPal Resolution Center instead.

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