Sales - order cancellation

Question

I sold an item on eBay, but I ran out of items, for the past few days I've been trying to cancel the order and refund the buyer, but I keep getting the message: "Your refund was not completed. Try again later or Contact us."

I contacted eBay, but I didn't get a response.

This is a person from Germany and paid through PayPal.

gagtom-0 · Answer

I have the same problem, it seems that eBay FAQ is simply misleading sellers on the topic of refund funding? The following FAQ entry says:

'When you offer a buyer a refund, we’ll pay it out from the total amount of your available, processing, and on hold funds. If you don’t have enough funds to cover the refund cost, we’ll take that amount from your registered bank account or credit card.'

Whereas the case of the topic author, and also my current one that brought me to this topic, shows that it can only be paid out from the amount of available funds, and it cannot be taken from on hold funds. I want to refund a transaction for about 35 euros, I have 0 euros available in my wallet and 163 euros on hold (including 35 from the transaction I want to cancel). And I get the same message as the topic author, which suggests that I have to refund 35 euros from my own card

What makes sense in that? If I made the refund now from my own debit card, would the funds in my wallet from the cancelled sale remain in it even after cancelling the order? If so, at what point would they be ready for payout?

Very unintuitive.