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How do I refund A buyer when funds are being "held".... help

(7 Posts)
cardoon Fri 15-Nov-13 19:15:27

Sold an item, sent by collectplus, didn't arrive, buyer opened a dispute " item not received", collect plus say parcel lost, trying to refund but paypal say funds are being "held" and no obvious way to refund. could just "send funds" to buyers email address but not sure if this is correct protocol. Please help it's ruining my friday night....

lljkk Sat 16-Nov-13 10:13:09

I would contact Ebay who may tell you to phone Paypal. Try live chat first perhaps and don't be deterred if you get cut off a few times, just keep trying.

SandyDilbert Sat 16-Nov-13 10:27:38

you mustn't send funds - you actually have to refund the original payment, if you do it incorrectly you risk refunding them twice.

cardoon Sat 16-Nov-13 18:01:13

Having looked on the help boards I think I need to get her to close off the case and then the funds will be available again. Have emailed her to this effect but no response as yet. It such a pain in the arse when it gets complicated, if she'd only messages me first.......hmm

casper11 Sat 16-Nov-13 18:07:19

Hi. I had to do this recently. As Royal Mail lost a parcel I sent to the buyer. I had to wait 15 working days before I could claim a refund from Royal Mail. The buyer was happy to wait that long. Just incase the parcel turned up. The refund to the buyer, you do through the dispute page. That closes the dispute. I hope collect plus are easy to get a refund through.

cardoon Sat 16-Nov-13 18:15:02

Were your funds "held" casper? and did you instigate the closing of the case or your buyer? Did your funds become available again right away?

cardoon Sat 16-Nov-13 18:34:48

Have managed to refund -think it just required her to respond to my response to the case and then the way forward was obvious.

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