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Refunding buyers as a managed payments seller

Refunding your buyer as a managed payments seller is simple. Refunds can be issued by sellers, or by eBay.

Important
The information on this page applies only to customers who live in the European Union. Customers who live outside the European Union should read our article on Refunding buyers as a managed payments seller.

Depending on the situation, there are a number of ways a refund can be issued. As a seller, you can issue refunds through Seller Hub or My eBay. Sellers can also issue a refund through a cancelled transaction, a return request, or when the buyer has reported that the item has not arrived.

Additionally, eBay can issue a refund to your buyer as the result of an eBay Money Back Guarantee case or payment dispute. When eBay issues a refund to a buyer, we may deduct the full amount from you for reimbursement.

How refunds work

When you offer your buyer a refund, the amount will be paid from the total of your Available, Processing, and On hold funds. If you don’t have enough funds to cover the cost of the refund, the amount will be paid from your payout bank account or on-file credit card. Please ensure your credit card information is up to date to avoid any charge failure.

  • For example, if you issue your buyer a €100 refund and only have €80 in Available, Processing, and On hold funds, your payout bank account or on-file credit card will be used to fund the remaining €20

When eBay issues a refund to your buyer on your behalf, the amount will be deducted from the total of your Available, Processing, and On hold funds. If you don’t have enough funds to cover the full refund amount, your Available funds will show as negative and your future orders may be used to reimburse eBay.

If the total of your Available, Processing, and On hold funds are insufficient to cover the outstanding amounts you owe, eBay will charge your on-file payment method for the remaining balance owed within 14 days. We may add up the amounts you owe into a single charge. All the details related to these charges will be visible on your financial statement.

Issuing a refund

You can issue full or partial refunds for items in Seller Hub or My eBay up to 90 days after the original transaction. Here's how:

  1. Locate the order in Seller Hub or My eBay Sold.
  2. From the dropdown menu, select Send refund.
  3. Choose a reason for the refund.
  4. Specify a refund amount at the item or order level.
  5. Enter the desired refund amount, and select Send refund.

You'll get an email confirming that the refund has been initiated. Once complete, you'll get an email confirmation and the refunded amount will appear in your order details. You can refund up to 100% of the transaction.

If you're issuing an order level partial refund, the amount will be split proportionally across each item in the order.

Tip
If there's an open cancellation request, return request, eBay Money Back Guarantee case, a report that an item hasn't arrived, or an open dispute made outside of eBay against an order, then the Send refund option will not be available.

Changing how your refunds are funded

To select your preferred refund method if you don’t have enough Available, Processing, and On hold funds, follow the steps below:

  1. Locate the order in Seller Hub or My eBay:
    • For Seller Hub, go to the Orders tab
    • For My eBay, go to the Sold section
  2. Select Send Refund, or view the Cancellation, Return, or Item Not Received request.
  3. Select Change how you’re charged.
  4. Select your preferred payment method and select Save.

The saved payment method will be used for any future charges. If your preferred payment method is unsuccessful, we will recoup the amount from your other on-file payment method.

 

Tip
You can issue a full or partial refund for items in Seller Hub or My eBay up to 90 days after the original transaction.

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