How does this make any sense. eBay keeps transaction fees after THEY cancel an order!

[tenebris_dracon]

As a seller, this makes no sense to me...
Customer bought an item on December 3rd (Sunday), we shipped on December 5th (Tuesday), and it was delivered on December 8th (Friday).  We had an issue updating the tracking number on the order and it didn't update until the December 6th (Wednesday). Around the same time, on the 6th, the customer initiated a claim and eBay refunded them fully without consulting us AT ALL.
Fortunately, we resolved the issue by directly contacting the customer, who agreed to return the item. If not, they would have kept the product and we would have been out of $600.  Even after this though, eBay retained the $90 worth of transaction fees with NO JUSTIFICATION.
Ridiculous.

[mtgraves7984]

Around the same time, on the 6th, the customer initiated a claim and eBay refunded them fully without consulting us AT ALL.

@tenebris_dracon 

What kind of claim did the customer initiate that quickly? 

Was it the Humminbird? If so, do you really think it's coming back?

[yuzuha]

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@tenebris_dracon wrote:

We had an issue updating the tracking number on the order and it didn't update until the December 6th (Wednesday).

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I'm confused. What do you mean by "updating the tracking number"? Did you buy the postage through eBay?

[tenebris_dracon]

They claimed a "Did not receive item" case.  The case was opened 1 business day after the order and was closed by eBay within a few hours in favor of the buyer with 0 communication with us.

Luckily for us, we contacted the buyer and they agreed to return the item, but this is no thanks to eBay.  Had the customer refused to return the item then they would have gotten it for free and we would have been out of $600.

With that settled (again, on our own and with no help from eBay), eBay still retained the 12+% selling fee.

So, basically, they make money by screwing us over.

Thanks eBay.

[tenebris_dracon]

No, we ship on our own and have to go into eBay to update the order with the tracking number.

[fern*wood]

Sounds like you need to contact ebay for an explanation of the timing on this case.  Looks like it sold on the 3rd so with one day for handling, you should have shipped on the 4th.  You state you shipped on the 5th and made a mistake on the tracking number you entered?   Regardless, buyers aren't supposed to be able to open a not received case until after the estimated delivery date, and even then, a refund by ebay where they keep the fees should not occur immediately and only if you didn't respond to the case.   Lots of questions here.

[tenebris_dracon]

It was for the hummingbird.  Tell me this isn't a joke:

What your buyer paid

Item subtotal                 $681.62

Shipping                              $0.00

Sales tax*                            $47.71

Refund                            -$729.33

Order total                           $0.00

What you earned

Order total                           $0.00

Refund (eBay paid)          $47.71

eBay collected from buyer

      Sales tax                        -$47.71

Selling costs     

      Transaction fees         -$90.37

Order earnings                -$90.37

[tenebris_dracon]

We did contact them, 3 times actually.

The first time was when the case was opened/closed (remember, it only took a few hours for them to close it without contacting us).  We basically appealed stating our case.  The appeal was rejected.

After working it out with the buyer to return the item, we noticed eBay never refunded the selling fees, so we contacted them via phone.  The agent took the information and said they would it into their system and we would hear back from them in 3 days.  Nothing.

So, we contacted them again yesterday via chat and their answer this time was that a case decision is final.

[12345jamesstamps]

Missing the rest of the story.

There is the "estimated date of delivery"....delivery expected in 3 days? Sure would like to see this on the ad item.

An open claim usually seller has 4 days to respond before it is escalated which take another day or two.

[robbie31415]

Missing information.

You offered free shipping. Did you use eBay labels? What was the shipping cost ?

Can you show screen shots of the return and claim history so we can see time lines?