Buyer requested refund before and now eBay closed the case with a refund to the buyer

Hi, On Apr 27, I received email from eBay informed that a buyer requested refund because didn't receive parcel. - Order number: 11-06868-17623 - Date Shipped: Apr 8 - Tracking code: LW133472076DE (DHL Global Mail) I provided screenshot of the tracking page (pic 1.jpg) and asked buyer to wait until the parcel arrived and we will discuss the refund as Nicholas's suggestion. On May 3, buyer replied "I will wait for a little more. ". (pic 2.jpg) On May 11, I received email from eBay informed that this case is closed and I need to full refund to buyer. (pic 3.jpg) Kindly advise what action should I do and how is the refund process goes. Many thanks.

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Hi

As in this phrase, we will advise you to communicate with the customer:

1. eBay have refunded the USD $50.70 to your customer
2. after the customer received the product, you will need to create a return shipping label, and request the customer to ship back the parcel to your US warehouse. *do not mention the sensitive keyword in the eBay chat room, eg: Amazon FBA warehouse

Friendly remind, due to covid-19 pandemic have affected DHL Global Mail have a longer handling time ( 2 -3 months) to ship your parcel. Hence, during this period we will advise you to use DHL or UPS express to avoid this issue happen again.

Thanks!

Hi,

Thanks for reply. According to your answer:

1. What if I don't have US warehouse?

2. Suggested to use DHL or UPS express, but how if the parcel is below 100g or 170g?
Would I lose money if use DHL or UPS express?

Thanks a lot.

Hi,

Thank you for connecting with the Axis Support Team.

We have observed this ticket has been well resolved, as a result, we require you to close this ticket. If the ticket did not close within 24-48 hours from the date of this ticket send out, the system will automatically close it on-behalf of you.

I hope that our service has been of assistance to you.

If you require further assistance now, or in the future please do not hesitate to file a new ticket through the Axis system.

Thanks!

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