Refund for a sale that has not been completed | Help Among Users

caresvideo · 2025-12-23T17:10:02.934000Z

It turns out that after a misunderstanding with a buyer, who apparently didn’t realize that in my seller policy I state that I do not ship to the Islands or customs zones, that buyer is demanding a refund of the amount they paid for the item (which is logical). As the seller, I issue the refund through eBay’s mechanisms, but to my surprise, it turns out that the item payment never actually went through because I never got around to shipping it (the payment was held, according to eBay), so the refunded amount comes from the funds in my personal bank account, and not from the money transferred by the buyer, which I never received. I’m trying to contact the platform to clarify the issue, but it’s impossible for me; I need help informing eBay that they have taken money from my account that was mine, and not from the person who bought the item, since as I’ve already said, the payment was never transferred to my bank account. Thank you for your attention.

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Refund for a sale that has not been completed | Help Among Users | eBay Spain