Refund, close case first or after?

[Outnumbered3To1]

Hi, I am in the middle of my first not as described case right now, seller is being very good refunding the full amount plus return postage.

She has the item back but is asking me to close the case before she is able to return is that correct?

Just I don't want to close the case without the refund.

no it is not correct - under no circumstances do you ever close the case before the refund has been made. Her refunding you actually closes the case automatically. If you close it now you cannot reopen it, and you risk no refund ever being made. Think your seller is trying to pull a fast one tbh.

I was about to write exactly what Lily just told you. Don't close it!

Thank you, that was my gut reaction as well.

Do you know how she can refund? She's saying it won't let her as the case is open.

she just clicks on the issue a refund button in the case - it is very simple. She is lying.

she refunds before you close. Just keep pushing that politely (she may be as confused as you). AFTER you get your refund remind her to send a cancellation request so that she can get her fees back.

She is trying to scam you.... Do not ever close the case before refund ( once closed you cannot open it again) she has to go the the resolution centre link in her eBay and then click take action, as she refunds the case will close automatically. If she is going to refund your return postage she will have to send the money as a new PayPal transaction. She cannot refund a greater value than your original payment.

No she is not lying. I had this very problem recently when I wanted to refund someone. It's normally very easy to refund via paypal if the buyer has not opened a not as described but if there is a case you can't do it that way you have to do the refund through the resolution centre and the button you need to click on to issue the refund is not obvious. It says something odd and doesn't mention the word refund. I ended up having to contact ebay customer services to ask about it. I will try and remember what I did and post so you can let her know. I really don't think the seller is trying it on. I am sure someone else will know it and can help.

yes jendot is also correct about refunding return p&p separately via paypal to your email. And I agree - don't close case first. I am just pointing out the seller may have had the same confusion I had. It is probably "take action" that leads to the refund as Jendot has said. It just refunds automatically then and you don't need to go to paypal to refund. You might need to explain to seller and say you can agree to a cancellation request after the refund to get her fees back. I had always issued refunds through paypal before but cases open automatically as soon as someone clicks not as described when contacting seller now. Luckily it has been rare.

Just replied to her suggesting she asks ebay or checks the info pages for help as I'm 'uncomfortable' clicking resolved until its actually resolved. See what she comes up with.