It does not appear possible to issue an eBay refund from Magento. If customers have completed an eBay return request I can issue a refund by logging into my eBay account and give a reason for the refund. If they have returned items to me without logging a request on eBay I have been issuing refunds directly with PayPal.
However I now discover that if I issue an refund on Paypal it is automatically marked on Ebay as refunded because I was out of stock. This in turn effects my Transaction Defect Report and puts my account below standard.
I have spoken to eBay and they do not have a way around this other than insisting customer log a request with eBay before returning items, however they only have a 30 day window for this and I offer s 365 day returns policy. eBays only other option was to phone them each time before I issue the refund to see if they can think of an alternative method although the girl I spoke to couldn’t think of one.
Anyone got a solution to this problem?
I have received the following reply from PayPal regarding this problem:-
Thank you for contacting PayPal. I’ll assist you on this matter.
I am sorry to learn that situation that you are in right now. I made a review in our system and I was able to check the information regarding the refund that you are trying to process for your buyers in which eBay should be able to have the information on their end.
It is sad that in your goodwill gesture in providing a refund for 365 days to the buyer apparently it affects the standard rating in your eBay account. This should not be the case since you are trying to resolve the dispute between you and the buyer regarding a transaction.
I regret to inform you that at the moment, there is no process or work around regarding the request of updating the information from your eBay and PayPal account.
We greatly appreciate that you raised this concern to us and I have also included this matter to our management to ensure that your feedback is being heard. I may not be able to add your information today however, I am hoping that PayPal would consider your feedback and maybe we could consider them in the near future.
I trust this information has been helpful. Thank you for choosing PayPal.
I would have thought other people were also being caught out by this problem.
I have now received a reply from M2E, can’t say I understand it though:-
Due to the specific work of eBay API, an automatic order cancellation and refund can be issued in Magento and updated on the channel only in if ‘Create Magento order when’ option in Account Settings is set to Immediately and the ordered Item has not been paid
In all other cases, cancellation of a Magento order does not update the status on the eBay order on the channel and such orders must be cancelled directly on eBay.
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