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Forgot to enter shipping details
Refund approved in favour of buyer
Select any of the tabs above to know how you can resolve your issue.

You have already shipped the item to the buyer, but forgot to enter shipping details, and a refund has automatically been initiated. 

For items that you sell through PaisaPay, you are required to ship and provide shipping details to the buyer within specific timelines.

However, if you forget or miss entering shipping details within timelines, a refund is automatically initiated by the system to the buyer. So always ensure that you ship the item and enter details within the allowed timelines.

If a refund has been initiated, you can take the following actions:

  • If your shipment is in transit: Contact your courier company and ask to have the delivery stopped.

  • If the product has been delivered to the buyer: Contact the buyer and request them to cancel the automatic refund request. The buyer has 5 days from the date on which the refund was initiated to cancel it. The buyer can do this by going to My eBay > My PaisaPay > Paid with PaisaPay tab > Refunds tab.

    To be able to cancel the request, the buyer should have received the item. You should regularly follow up with the buyer to ensure that the buyer cancels the refund within the 5-day period.

  • If the item is not delivered: If the buyer has not received the product within 5 days from the date on which the refund was initiated, you can contact PaisaPay Customer Support with a request for additional time.

    PaisaPay may, on a case-to-case basis and at its own discretion, allow additional time to deliver. If you are given additional time to deliver the product, you should ensure that the delivery is made within that additional time. After the item is delivered, you can request the buyer to cancel the refund as explained above.

Buyer's refund claim was approved and you would like to appeal against the refund as you have delivered the item.

You can appeal against the refund if the following conditions are met:

  • The buyer requested a refund through PaisaPay, which was approved.
  • You have delivered the item exactly to the buyer's shipping address as specified in the concerned listing on eBay.in within the shipping timelines given by PaisaPay.
  • You contacted eBay Customer Support within the time allowed (5 days from date of the refund request being initiated) appealing against such refund claim.

In such cases, you receive protection coverage under the PaisaPay Seller Protection Program . This program aims to address the grievances of sellers arising from refunds given to buyers through the PaisaPay Refund Claim System (subject to conditions mentioned in this program).

Please go through the PaisaPay Seller Protection Program for more details


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Most frequently asked questions
What are the PaisaPay timelines?
What if the item is delivered to the buyer, but buyer claims it is not?
What documents are required to appeal a refund claim?
Can a seller request PaisaPay to initiate a refund?
How will I enter shipping details for emailed or hand-delivered items?

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