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Final Value Fee, Refund Cost Not Refunded After Buyer-Requested Cancellation
Hi, I need assistance from an eBay moderator regarding two fees that were charged but not refunded after a buyer-requested cancellation.
Order: 19-13865-97235
Issue Date: 11/24/2025
Type: Buyer requested cancellation due to incorrect shipping address (buyer error)
Summary of the Issue
The buyer entered the wrong shipping address and requested cancellation.
I canceled the order per policy. The buyer was refunded the full purchase amount.
According to eBay policy HELP1304 (Fee Credits for Cancellations), when a buyer requests cancellation for buyer error, the seller is entitled to a full refund of Final Value Fees and other applicable fees.
However, the following two charges were taken from my bank account and never credited back:
$18.47 – Final Value Fee
$43.41 – Refund Cost
These two charges remain on my financial statement with no corresponding credits, and both amounts were deducted externally (from my bank), not from an internal eBay balance.
What Customer Support Told Me
I spoke with two representatives and a supervisor. The supervisor confirmed:
$18.47 was “credited,†but no credit appears on my transactions and the fee was still taken from my bank account.
$43.41 was “not eligible†for refund, even though this was a buyer-requested cancellation for buyer error.
No escalation path was offered beyond the supervisor.
This result directly contradicts eBay’s published policy for Fee Credits in cancellation scenarios initiated by the buyer.
What I Need Reviewed
Why these two charges ($18.47 and $43.41) were deducted from my bank account despite the buyer receiving a full refund.
Why no fee credits appear in my transaction history, as required by eBay’s fee policy.
Why these fees are being treated as seller responsibility when the cancellation was caused solely by buyer error.
Evidence
I have the full transcript of the support discussion and can attach it immediately if needed. It includes the supervisor’s confirmation that these fees were not refunded.
Request to Moderators
Please review:
The cancellation details
The refund transaction flow
The applicable Fee Credit policy
…and provide clarification or correction to the charges.
Thank you.
wooden_flower
Mentor10 months ago@crazy_joey
We cannot see the details of your account, we are members like you.
When you issue a refund before the payment has completed processing, you see a charge for the full amount, with no fees refunded. Then, when the payment completes processing, the full amount is released to you, so that your net cost is 0.
Since payments take 2 days to process, you should see the processed payment in your payment account to be transferred tomorrow. You should see it in your account under processing today. https://www.ebay.com/sh/fin
So the end result is that you have to fund the full refund upfront, but then eBay releases the payment and reverses the fees, so you have no cost. No one likes it, but this is how refunds work for all of us.