Customer not fully refunded after I canceled order

[chuckpetersondesigns]

A customer purchased a custombronze plaque. I noticed they mistakenly did not purchase the custom order I created for them. I canceled the order. It was $875. It looks like Ebay only refunded $750. I did have a 12% ad fee, but that should have been refunded, too. I'm waiting for a reply from the customer to see if they were in fact refunded fully, but it does not look like it. I should not have to pay the ad fee if the order was canceled. I can't call ebay. Any suggestion? Thank you.

[mtgraves7984]

I feel like your buyer should be refunded $875, too. Never used them, but I think you are on the line for the Ad fee. Hmmm...

[chuckpetersondesigns]

I think it says I pay the % fee if it sells. If the order is canceled I don't think it sold.

[mtgraves7984]

Well, I'm thinking it sold and you cancelled the Order. I'll scour Help & Contact... sit tight for other posters with experience.

ETA: Tick this link and scroll down. The fees were imposed with the sale. >> How fees and selling costs are charged | eBay

[chuckpetersondesigns]

That is correct. It sold, then I noticed they mistakenly ordered the sample listing instead of the custom listing I made for them. I don't think they will order the correct one until they are fully refunded.

[mtgraves7984]

I still can't figure out why they weren't fully refunded. The Ad fee should have gone to your on-file Payment Method. 🤔

@buyselljack2016, @kensgiftshop... Sorry to bother, but who can y'all think of that could speak to the OP's issue?

[kensgiftshop]

Was there any sales tax paid by the buyer?

If there was, Ebay should refund that.

[buyselljack2016]

@chuckpetersondesigns 

What I see when there is a refund to a buyer is the amount that was taken from "me" to make the refund with the rest showing as a fee credit refunded to the buyer from eBay.

Not sure if fees are "refundable" (credited) in your situation.

[chuckpetersondesigns]

That is absolutly not fair! I don't see any way to contact Ebay. The automated chat system does not have the answer.

[ajs_coins_and_alchemy · Accepted solution]

@chuckpetersondesigns 

You'll receive the ad fee refund. Buyer will be refunded in full.

When you refund, it'll break down as "What You Owe" (750) and Fee credits (ETA: At this point eBay only kicks in your FVF fees, not including Ad fees). Initially it looks as if your ad fee will not be credited and you'll owe buyer the entire amount of your proceeds after FVF (ETA: Proceeds amount being after you paid FVF but before you paid Ad Fee), but within about a minute or two you'll be able to see Ad Fee credits. Just pull up the "Payment Details" for the order and you'll see a break down of your refund to buyer and ad credit back to you.

The only thing you'll possibly be out of pocket is the 40c flat transaction fee and shipping label (if you shipped) ... depends on how the cancellation was done/requested

[ajs_coins_and_alchemy]

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Just including some supporting pics to illustrate the refund breakdown (What you owe, fee credits) and then how the Ad Fee is credited separately later. You can even see the timestamps on the left, ad fee takes a few minutes to credit after refund is processed.

[mtgraves7984]

You'll receive the ad fee refund.

Thanks, @ajs_coins_and_alchemy! Never using such promotions (but knowing eBay), I expected the OP would be charged.

[ajs_coins_and_alchemy]

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@mtgraves7984 wrote:

You'll receive the ad fee refund.

Thanks, @ajs_coins_and_alchemy! Never using such promotions (but knowing eBay), I expected the OP would be charged.

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No problem @mtgraves7984. It was clear the OP was using PLS (Standard) by the fact that he said he had a % ad fee ... but fyi I BELIEVE auction promotions don't refund? Those are I believe flat fees paid uprfront and aren't charged upon sale like PLS on BIN? IDK I don't run auctions. Also PLA (Advanced) I'm pretty sure is pay by the click or by the listing placement or whatever and those are completely independent of sale and so wouldnt be refunded.

PLS is directly tied to sale and that's why it refunds.