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Order canceled by the buyer - fees to be advanced
Summary: theintrepidboat expresses frustration about the cancellation of an order on eBay, where he is required to refund the buyer even though he has not received the sale proceeds. He points out the contradictions in the information provided by eBay customer support, with differing accounts of the steps to follow. As a last resort, he is considering advancing the funds himself, but he is concerned about the lack of clarity regarding the refund. koalagris shares a link to eBay customer support for further help.
Hello,
A buyer requested the cancellation of an order (no. 26-13330-72941), but eBay is asking me to pay 30.89 € in order to process the refund.
However, I have never received the funds from this sale, and eBay has already deducted fees (126.64 €) that I am supposed to recover in the event of a cancellation.
I do not want to front money to refund a buyer when I haven’t received anything.
How can I make sure the full refund is covered by the available funds, or tell me precisely when and how I will be reimbursed for the 30.89 € if I advance it?
Thanks in advance for your help.
Best regards,
Lucas
koalagris
Mentor1 year agoBonjour @theintrepidboat
https://www.ebay.fr/help/selling/managing-returns-refunds/rembourser-les-acheteurs?id=5182&st=3&pos=1&query=Rembourser%20les%20acheteurs&intent=rembourser&lucenceai=lucenceai&docId=HELP1608
Lien de contact vers le service client tout en bas de la page d'aide
Cdlt
theintrepidboat
OP1 year agoHello @koalagris,
After several phone calls and e-mail exchanges with eBay, I’m coming to the conclusion that it’s… how should I put it… Mickey’s house.
I’ve been given several completely contradictory explanations:
Version 1: I was assured several times that I absolutely have nothing to pay, and that the seller doesn’t pay anything in my case.
Version 2: same story, but this time I’m told I simply have to wait because the problem is coming from eBay and I don’t need to do anything.
Version 3: in the end, I’m told that I missed the 3-day deadline, so it’s my fault. And now, two options:
Fork out more than €3,000 out of my own pocket to refund the buyer, then wait for eBay to reimburse me “in accordance with our fee credits policy”.
Let the buyer open a dispute (but in that case, I lose the selling fees).
No one has been able to clearly explain to me exactly what these famous fee credits actually cover. And I’m probably far from the only seller who doesn’t understand how this really works.
For your information:
I never received the funds from this sale.
The cancellation was requested by the buyer within the deadline.
The buyer is still understanding… for now. But it’s only a matter of time before a dispute is opened.
The last person I spoke to on the phone was very unpleasant, with no willingness at all to explain or help resolve the situation. Since then, eBay no longer responds to my messages, even though I’ve remained professional and courteous in all my exchanges.
Today, I want to resolve this situation as quickly as possible.
If I have to advance money that I never received, that’s absurd… but if there’s no other choice, I’ll do it.
My problem: I have no certainty about how I’ll be reimbursed:
Will it be the full amount?
In what form: direct refund or a simple credit?
Do I still lose the selling fees anyway?
I’m sorry if my frustration shows in my message, but this situation is ridiculous and reflects a worrying lack of professionalism.
Any help or feedback would be greatly appreciated.
Thanks in advance,
Lucas