Duplicate Sales Refunds

Hello everybody,

When a buyer buys 2 of the same products we always immediately refund them one of the sales. However, I see that Tradebit is also refunding it, making the product FREE...
What is the exact protocol for this? Do you refund duplicate sale automatically? Or only when a buyer ask this?

GReets

Rick

rick, sounds like the customer complained maybe with you and us and the refund went through twice... I will talk to Sascha tomorrow to find out, what the best procedure is!

I think this is pretty rare, but basically the same thing just happened to me.

Duplicate payment for same item. Probably they went "back page" and then refreshed. I noticed it, sent a refund request for one of the two items to Tradebit, sent an email to customer, got a lovely reply back, on how honest I was.

Then next day looked at Tradebit and both items were refunded. I am eating this cost, not going to ask to recharge as if that was even possible.

So for some reason the refund for one specific item was seen by Paypal as reversing both payment. My guess is Tradebit asked for one refund and on the backend of Paypal they refunded both.

I am certain the customer did not contact Paypal to ask for a refund. And that it was my, single request to Tradebit to refund was the only request made concerning these. Which is why I think this is a Paypal backend problem. If memory serves there is a switch inside Paypal that will restrict double payments for the same transaction type if done right after each other. I believe this is on the Payee settings, not the payers.

As this is a rare event, place it properly in your queue.

My policy on this after refunding 1 and getting douple refunded it to let the user make a claim on Paypal and then honor it. It seems that instigating it myself only causes the automatic double refund. This is the BKM. If there is another way, Please reply here. Thanks

tom, right now the best way to do that, is to let us know about the incident and mail the details to tickets(at)tradebit.com where all the requests are channeled. To make sure a double payment is not double refunded, mail us and do nothing ... we may take 24-36 hours to handle the case, but we will handle it!

ralf