I have to pay commission fees on money I haven't received!

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Summary: omnimontres explains that he sold a watch to the United Kingdom via eBay, but the package is being held up by La Poste for failure to present an invoice. Although he provided the requested documents, the package has not moved forward, and eBay refunded the buyer. Now omnimontres has to pay commission fees even though he did not receive the sale money. max2661953 suggests contesting eBay’s decision by providing a link for possible appeals. omnimontres is grateful and is considering following this advice.

Hello everyone.

I sold a watch ( 1500e ) abroad ( United Kingdom ).

The customer did not receive the watch because La Poste blocked it from 11/07/2023, the day after it was dropped off, for failure to provide an invoice. Since I am a private individual, I cannot issue an invoice; however, I sent them screenshots from eBay on 13/07/2023 to confirm the transaction and its amount, as La Poste asked me to do afterward. La Poste replied to me on 21/07/2023 saying they had received the documents and asked me to fill out a pro forma invoice sent by email. I filled out the pro forma invoice the same day and emailed it to them. Since then, my parcel still has not moved from La Poste's logistics platform, 28 days after I dropped it off!

The eBay customer opens a dispute, eBay asks me to resolve it but without saying more. I inform my customer of the situation by sending him screenshots of the dozens of emails sent to La Poste. The customer is understanding and tells me that as long as he receives his parcel, everything is fine. I contact eBay to explain the situation, they reply okay, we'll look at the tracking and your exchanges with the customer.

eBay closes the dispute on 04/08/2023, telling me that they have refunded the customer from the funds they had previously even blocked, so I never received them, and asks me to pay the commission fees in the amount of 174,81 euros!

I am outraged!

What was I supposed to do?!

Refund 1525 euros including shipping costs when I have not received that amount and knowing that my parcel is still on its way to my customer.

I contacted the relevant dispute department, which replies:

"Thank you for taking the time to contact us today about case xxx for the watch xxx. I understand that you sent the order in good faith but the tracking number has shown no updates since it was handed to the courier.

I can see that you wanted to appeal the selling fees for the order. I reviewed the case details and I can see that the buyer must have asked us to step in and help with the refund. For this reason, the charge is considered valid.

In the future, you can make sure that cases are resolved on your side, so that final value fees will be automatically waived.

Thank you for allowing me to be of service to you and, most importantly, for choosing eBay as the platform for your online purchases. I hope for your safety in these times and I wish you the best in your future transactions."

I am stunned by this reply, which borders on mockery!

I don't know what kind of response to give.

If anyone has an idea, I'm all ears.

Thank you for reading and sorry for the mistakes.