Ebay refunds

[poorbuthappy]

Morning

Husband sold bike via ebay. Did cash on collection since bloke who bought it was local and it was inspected prior to sale.
All good,
Whatever should have happened didn't happen (I know) and now someone else the next day has paid via paypal for bike.
We are trying to refund obv and are in touch with 2nd buyer to assure him that we are going to refund, but the money is "held" and to refund we are going to be a further £40 out of pocket after fees.

Ready to chalk this up to experience (and stick to marketplace next time), but I just want to make sure that we have to be completely out of pocket to get this sorted.

If the sale is through eBay surely you jusy cancel the sale (on ebay) and fees are refunded? Or ask the buyer to open an item not received case and let it happen automatically. Unless it's changed recently?

I've tried to cancel the sale and refund - but it says there's not enough money in the held account to cover the total refund.
Cost of sale - fees = less than refund.

Give eBay a call between 8-9am and they'll sort it out

I'm not on the ball at all this morning - I can't even find the bloody contact number. If I go through help it sends me round in circles.