About the 30c fee.............

[dhbookds]

In wkly chat, there was a question about the 30c fee refund: (https://community.ebay.com/t5/Weekly-Discussion-with-eBay/Community-Chat-February-23-1-00-pm-PT-Gene...

message # 46)

@mam98031 wrote:

Another seller wanted to pop in and ask this question but it appears they weren't able to make it, so I'll ask.

We get this concern from many posters regarding the upcoming full credit on Cancelations that are requested by the buyer.  

Going on historically how Ebay handles stuff like this, even though the Winter Update was silent on this, they mean Cancellations that the buyer actually requests during the first hour after the purchase via the formal method [for the lack of knowing what it is really caused].  If a buyer simply emails the seller at some later time asking for a cancelation that won't count.  Which unfortunately where most of mine come from.

But in a nutshell, what is the position of Ebay so we can better answer this questions?

Hey @mam98031 

The full credit refund only applies to a buyer initiated cancellation, which are currently only available within the first hour of purchase/payment. Seller initiated cancellations after that will still receive a full refund of any Final Value Fee, but the 30 cent transaction fee won't be included. 

I'm having a problem with that answer ........defining the credit as being applicable ONLY to the buyer initiated cancellation within the lst hr of purchase/payment.   That seems to ignore/exclude buyer requests thru emails AFTER the the lst hr.  I certainly read the explanation in the Winter  Update to include all buyer requested cancellations.........and from the lack of questions about it in the Q & A, I think  that may have been true of many.  This was the verbiage in the Winter Update:

Per-order fee credit for cancelled transactions

Currently, eBay keeps a $0.30 per-order fee when an order is cancelled due to a buyer request. This is in line with fees that other marketplaces and third-party payment processors apply in similar buyer cancellation cases. We're excited to announce that starting March 1, 2022, eBay will refund the entire final value fee, including the $0.30 per-order fee, when you approve a buyer’s cancellation request. We recognize that buyers may cancel transactions for various reasons at no fault of the seller and we want to support you by refunding 100% of the final value fee.

https://pages.ebay.com/seller-center/seller-updates/2022-winter/business.html#fees

If Ebay had meant to limit the credit to "buyer requested within an hr", they certainly did not make that clear in the update.........and as such, I would like to request a recheck as to what they did mean.......

tyler@ebay 

velvet@ebay 

jasmen@ebay 

Thank you. 

[anjofak]

So does the 0.30 get charged each time a item sells or just if the buyer actually pays?

And wow I can recall a hole 2 times a buyer actually payed and contacted to canceled within an hour, however I can hardly keep track of the amount of item sold buyer never pays or responds to messages 5 day cancel and relist..

[valueaddedresource]

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velvet@ebay wrote:

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@valueaddedresource wrote:

velvet@ebay  tyler@ebay  - I've had another cancellation after the first hour/not through the drop down that received the $0.30 fee credit several days after order was canceled.

Again, I'm happy to see it, but I think we'd all be happier if we had a definitive answer as to whether this is working as intended and can be expected going forward or not.

Any updates on this?

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I'm still working on this @valueaddedresource. Thanks for the follow-up and patience. 😊

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Thanks velvet@ebay !

[valueaddedresource]

velvet@ebay  - any update on this? Someone on Twitter reached out to me saying they have received no refunds of the $0.30 fee even when it was canceled through the official cancelation process within the 1st hour.

They contacted support and were told very explicitly that the Winter Update had the date for this wrong and it doesn't go into effect until May 1st, not March 1st (they sent me screenshots of the support chat).

That is absolutely not what was said in the update or by any of the community staff since then and it does not match up to what those of us who have posted here are seeing so...once again it would seem the left hand at eBay doesn't know what the right hand is doing.

Why is it so difficult to have a clear and concise answer on this, explicitly written out on the policy page and accurately communicated to all levels of support?

[katzrul15]

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@valueaddedresource wrote:

velvet@ebay  - any update on this? Someone on Twitter reached out to me saying they have received no refunds of the $0.30 fee even when it was canceled through the official cancelation process within the 1st hour.

They contacted support and were told very explicitly that the Winter Update had the date for this wrong and it doesn't go into effect until May 1st, not March 1st (they sent me screenshots of the support chat).

That is absolutely not what was said in the update or by any of the community staff since then and it does not match up to what those of us who have posted here are seeing so...once again it would seem the left hand at eBay doesn't know what the right hand is doing.

Why is it so difficult to have a clear and concise answer on this, explicitly written out on the policy page and accurately communicated to all levels of support?

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If a Seller stated, e-Bay woukd expect the Seller to honor it to a Buyer, regardless.

If the date is wrong, e-Bay should still honor it.  Regardless.

[valueaddedresource]

velvet@ebay  actually I just noticed the policy page has been changed very recently - it now shows seller initiated cancellations for buyer request or problem with address. 👍  Please just confirm that is accurate and is in effect now, not May 1st.

[valueaddedresource]

I just realized my screenshot cut off another important addition to the policy page - they've put in the fine print it may take up to 10 days for the fee credit to show in your account.

[pjcdn2005]

There have been a few posts on the boards about this either here or on .ca.  In those cases the sellers received their .30 credit a day or two after the cancellation.

I didn't realize that was also valid for cancellations due to problem with address.

[valueaddedresource]

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@pjcdn2005 wrote:

I didn't realize that was also valid for cancellations due to problem with address.

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@pjcdn2005  neither did the rest of us. 😂

It's been a wild month+ on this issue - based on the changes I'm seeing on the policy page, it appears to me that eBay originally intended to try to limit the scope of this as we were told, but due to "overwhelming seller feedback" has reversed course and done the right thing by applying it the way we all thought the announcement originally meant....in any situation where the cancellation is not due to a fault or defect from the seller.

[dhbookds]

@valueaddedresource 

I hope you are right...........  I still have a problem with

The Buyer asked you to cancel

Considering all the previous problems with  "that means within an hr of the sale"  definition.  Sure wish we could get a definitive answer..........."ANY" time the buyer asks to cancel. 

[frugality_inc]

eBay is not crediting back the $0.30 fee automatically. I've been told that eBay has not automated this process yet. As of a result, they have to manually credit the $0.30 from another transaction's FVF. Not surprising that eBay poorly implemented this.

I send an email to eBay daily for the credit. Feel free to use my template. I use this template for both buyer initiated cancellation requests and also where buyers send a message requesting a cancellation within the first hour of their order.

Hello,

Requesting the $0.30 payment processing fee be credited as the buyer requested a cancellation via eBay messages within the first hour of their order. We handled their cancellation per their request via eBay messages to provide an immediate resolution to the buyer.

Order ID: XXXXXXXXXX

Please refer to the policy cited below for why the $0.30 fee is creditable in this scenario:

eBay policy link: https://pages.ebay.com/seller-center/seller-updates/2022-winter/business.html#fees

"Per-order fee credit for cancelled transactions

Currently, eBay keeps a $0.30 per-order fee when an order is cancelled due to a buyer request. This is in line with fees that other marketplaces and third-party payment processors apply in similar buyer cancellation cases. We're excited to announce that starting March 1, 2022, eBay will refund the entire final value fee, including the $0.30 per-order fee, when you approve a buyer’s cancellation request. We recognize that buyers may cancel transactions for various reasons at no fault of the seller and we want to support you by refunding 100% of the final value fee."

Sincerely,

XXXXXXXX

[valueaddedresource]

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@frugality_inc wrote:

eBay is not crediting back the $0.30 fee automatically. I've been told that eBay has not automated this process yet. As of a result, they have to manually credit the $0.30 from another transaction's FVF. Not surprising that eBay poorly implemented this.

I send an email to eBay daily for the credit. Feel free to use my template. I use this template for both buyer initiated cancellation requests and also where buyers send a message requesting a cancellation within the first hour of their order.

Hello,

Requesting the $0.30 payment processing fee be credited as the buyer requested a cancellation via eBay messages within the first hour of their order. We handled their cancellation per their request via eBay messages to provide an immediate resolution to the buyer.

Order ID: XXXXXXXXXX

Please refer to the policy cited below for why the $0.30 fee is creditable in this scenario:

eBay policy link: https://pages.ebay.com/seller-center/seller-updates/2022-winter/business.html#fees

"Per-order fee credit for cancelled transactions

Currently, eBay keeps a $0.30 per-order fee when an order is cancelled due to a buyer request. This is in line with fees that other marketplaces and third-party payment processors apply in similar buyer cancellation cases. We're excited to announce that starting March 1, 2022, eBay will refund the entire final value fee, including the $0.30 per-order fee, when you approve a buyer’s cancellation request. We recognize that buyers may cancel transactions for various reasons at no fault of the seller and we want to support you by refunding 100% of the final value fee."

Sincerely,

XXXXXXXX

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@frugality_inc  that's interesting - the ones I've had were done automatically, but a few days later.  One of the askeBay reps on Twitter told someone else "Starting March 1st 'til May 1st we'll run twice weekly credit batches. On May 1st credits will be automated and will happen in real time."

So again....more rules and addendums that aren't actually stated anywhere but, maybe yours have just fallen in between those batch times?

[valueaddedresource]

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@dhbookds wrote:

@valueaddedresource 

I hope you are right...........  I still have a problem with

The Buyer asked you to cancel

Considering all the previous problems with  "that means within an hr of the sale"  definition.  Sure wish we could get a definitive answer..........."ANY" time the buyer asks to cancel. 

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@dhbookds - agree, hopefully we can get an official statement on the within an hour part as well.

Since they've taken out the part about "when a buyer submits a cancellation  request on eBay", logically that *should* mean it doesn't have to be within the first hour but that should definitely be explicitly spelled out, especially after that being such a major sticking point before.

[frugality_inc]

I have not heard of the May 1st change yet. This is good news to hear though, as it's getting old spending time on the $0.30, even with a template.


Over the years many things have fallen through the cracks. I have an eBay spreadsheet named 'eBay Problems'. One of the tabs in that spreadsheet is fee credits. I've learned to not wait for eBay to credit me back. These credits are relatively small on an individual basis, but quickly add up into the hundreds and thousands over the course of a year for me.

[katzrul15]

@valueaddedresource 

Glad to see there is progress on this!  Woot!

[velvet@ebay]

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@valueaddedresource wrote:

velvet@ebay  actually I just noticed the policy page has been changed very recently - it now shows seller initiated cancellations for buyer request or problem with address. 👍  Please just confirm that is accurate and is in effect now, not May 1st.

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Hey @valueaddedresource! I've been out of the office for a few days but finally got a response. They said:

As of March 1, 2022, we will refund your 30c per-order fee when you accept a buyer's request to cancel, or there is an issue with the buyer’s shipping address. The credit may take up to 10 days to appear in your transaction history. Starting in July, we will automatically credit it to your account once the refund is complete.

That is why you've been seeing the credits for a while now and that recent update to the help page was pushed through. Wonderful news!!! 🙌