eBay fee exemption on a sale cancellation

Question

Hello everyone, The buyer is telling me that my item doesn't work. I agree to cancel the sale without the item being returned, as it is certainly defective. The problem is that when asking eBay to refund the buyer, selling fees are deducted. How can I make sure the buyer receives the full amount they paid? If possible, can those fees be waived? Thanks in advance and happy holidays. Michèle

koalagris · Accepted Answer

Hello @jypsi775000    The buyer must be fully refunded, but part of the amount may remain at the seller's expense.   You will find on this help page the breakdown regarding reimbursement of commission fees, depending on each situation: https://www.ebay.fr/help/selling/fees-credits-invoices/fee-credits?id=4128   Best regards