@wastingtime101 wrote:
Hey velvet@ebay. As mentioned above, wouldn't:
"You accept a buyer's cancellation request submitted through eBay"
be more accurate than:
"The buyer asked you to cancel their order"
The latter makes it sound like a buyer can send a message and ask to cancel, then when the seller initiates a buyer-requested cancellation, the fee will be refunded.
They said it's in both situations @wastingtime101. So when the buyer sends the official cancelation request and the seller agrees to it...and when the seller uses the reason, buyer requested or buyer address issues.
velvet@ebay wrote:
@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.
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!!! 🙌
Thanks velvet@ebay - however, now I'm really concerned about the automatic credits....
First of all, nothing in the original Winter Update announcement said anything about there being a 10 day delay.
Secondly, you have askeBay reps on Twitter telling people the automatic credits will be effective May 1st.
And now you are telling us it won't be happening until July?! Which is it?
If it really is July, that seems like an awfully long time to figure out something that *should* have already been well in place before being put out in an official seller update.
I appreciate you working to get answers for us, but this just keeps getting more convoluted with them now saying that was in effect since March 1st.
The wording on that policy page wasn't changed until sometime after March 21st
What really happened here?
Was it originally only going to be buyer initiated in the 1st hour like you said and eBay changed course based on seller feedback? That would explain the scrambling and lag time to automate credits for seller initiated cancellation.
Or was what you told us initially completely wrong from day 1 and it was always intended to apply to seller initiated cancellations too? In which case....why was the policy page worded the way it was and why were we given incorrect info?
A little transparency would go a long way here - in fact, I'd be willing to bet eBay stands to gain *a lot* of goodwill if this was a change made after listening to our feedback. 🙂
@valueaddedresource wrote:
velvet@ebay wrote:
@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.
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!!! 🙌
Thanks velvet@ebay - however, now I'm really concerned about the automatic credits....
First of all, nothing in the original Winter Update announcement said anything about there being a 10 day delay.
Secondly, you have askeBay reps on Twitter telling people the automatic credits will be effective May 1st.
And now you are telling us it won't be happening until July?! Which is it?
If it really is July, that seems like an awfully long time to figure out something that *should* have already been well in place before being put out in an official seller update.
I appreciate you working to get answers for us, but this just keeps getting more convoluted with them now saying that was in effect since March 1st.
The wording on that policy page wasn't changed until sometime after March 21st
What really happened here?
Was it originally only going to be buyer initiated in the 1st hour like you said and eBay changed course based on seller feedback? That would explain the scrambling and lag time to automate credits for seller initiated cancellation.
Or was what you told us initially completely wrong from day 1 and it was always intended to apply to seller initiated cancellations too? In which case....why was the policy page worded the way it was and why were we given incorrect info?
A little transparency would go a long way here - in fact, I'd be willing to bet eBay stands to gain *a lot* of goodwill if this was a change made after listening to our feedback. 🙂
Hey @valueaddedresource! It looks like there's some confusion as to when what will start, and I'll be sure appropriate coaching is passed on.
To clarify though, when you issue a partial refund to a buyer, we'll automatically credit a prorated portion of your Final Value Fee based on the adjusted total amount of the sale starting May 2022.
March 1st is when we began refunding the entire Final Value Fee, including the $0.30 per-order fee, when you approve a buyers cancelation request. Given we decided to add additional buyer cancelation options to the per-order fee credit, outside of the official buyer requested flow where they request that of the seller and the seller accepts the cancelation, there is a delay as we catch up on the new reasons (buyer requested/issue with buyer address). By July though, the credits will be automatic for all buyer requested cancelation reasons.
velvet@ebay wrote:
@valueaddedresource wrote:
velvet@ebay wrote:
@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.
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!!! 🙌
Thanks velvet@ebay - however, now I'm really concerned about the automatic credits....
First of all, nothing in the original Winter Update announcement said anything about there being a 10 day delay.
Secondly, you have askeBay reps on Twitter telling people the automatic credits will be effective May 1st.
And now you are telling us it won't be happening until July?! Which is it?
If it really is July, that seems like an awfully long time to figure out something that *should* have already been well in place before being put out in an official seller update.
I appreciate you working to get answers for us, but this just keeps getting more convoluted with them now saying that was in effect since March 1st.
The wording on that policy page wasn't changed until sometime after March 21st
What really happened here?
Was it originally only going to be buyer initiated in the 1st hour like you said and eBay changed course based on seller feedback? That would explain the scrambling and lag time to automate credits for seller initiated cancellation.
Or was what you told us initially completely wrong from day 1 and it was always intended to apply to seller initiated cancellations too? In which case....why was the policy page worded the way it was and why were we given incorrect info?
A little transparency would go a long way here - in fact, I'd be willing to bet eBay stands to gain *a lot* of goodwill if this was a change made after listening to our feedback. 🙂
Hey @valueaddedresource! It looks like there's some confusion as to when what will start, and I'll be sure appropriate coaching is passed on.
To clarify though, when you issue a partial refund to a buyer, we'll automatically credit a prorated portion of your Final Value Fee based on the adjusted total amount of the sale starting May 2022.
March 1st is when we began refunding the entire Final Value Fee, including the $0.30 per-order fee, when you approve a buyers cancelation request. Given we decided to add additional buyer cancelation options to the per-order fee credit, outside of the official buyer requested flow where they request that of the seller and the seller accepts the cancelation, there is a delay as we catch up on the new reasons (buyer requested/issue with buyer address). By July though, the credits will be automatic for all buyer requested cancelation reasons.
Thanks velvet@ebay but just to avoid further confusion - this topic was/is only about the $0.30 fee refund starting on March 1st, the prorated fees for partial refunds is a separate thing and I think it's best not to mix it in here.
Given we decided to add additional buyer cancelation options to the per-order fee credit, outside of the official buyer requested flow where they request that of the seller and the seller accepts the cancelation, there is a delay as we catch up on the new reasons
Just to make sure it's absolutely clear- this answer means originally eBay intended to limit the $0.30 fee refund to only the official buyer requested flow within the first hour, correct?
You've indicated a decision was then made to "add additional buyer cancelation options" - when was that decision made and why was there no announcement about this change?
@valueaddedresource wrote:
velvet@ebay wrote:
@valueaddedresource wrote:
velvet@ebay wrote:
@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.
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!!! 🙌
Thanks velvet@ebay - however, now I'm really concerned about the automatic credits....
First of all, nothing in the original Winter Update announcement said anything about there being a 10 day delay.
Secondly, you have askeBay reps on Twitter telling people the automatic credits will be effective May 1st.
And now you are telling us it won't be happening until July?! Which is it?
If it really is July, that seems like an awfully long time to figure out something that *should* have already been well in place before being put out in an official seller update.
I appreciate you working to get answers for us, but this just keeps getting more convoluted with them now saying that was in effect since March 1st.
The wording on that policy page wasn't changed until sometime after March 21st
What really happened here?
Was it originally only going to be buyer initiated in the 1st hour like you said and eBay changed course based on seller feedback? That would explain the scrambling and lag time to automate credits for seller initiated cancellation.
Or was what you told us initially completely wrong from day 1 and it was always intended to apply to seller initiated cancellations too? In which case....why was the policy page worded the way it was and why were we given incorrect info?
A little transparency would go a long way here - in fact, I'd be willing to bet eBay stands to gain *a lot* of goodwill if this was a change made after listening to our feedback. 🙂
Hey @valueaddedresource! It looks like there's some confusion as to when what will start, and I'll be sure appropriate coaching is passed on.
To clarify though, when you issue a partial refund to a buyer, we'll automatically credit a prorated portion of your Final Value Fee based on the adjusted total amount of the sale starting May 2022.
March 1st is when we began refunding the entire Final Value Fee, including the $0.30 per-order fee, when you approve a buyers cancelation request. Given we decided to add additional buyer cancelation options to the per-order fee credit, outside of the official buyer requested flow where they request that of the seller and the seller accepts the cancelation, there is a delay as we catch up on the new reasons (buyer requested/issue with buyer address). By July though, the credits will be automatic for all buyer requested cancelation reasons.
Thanks velvet@ebay but just to avoid further confusion - this topic was/is only about the $0.30 fee refund starting on March 1st, the prorated fees for partial refunds is a separate thing and I think it's best not to mix it in here.
Given we decided to add additional buyer cancelation options to the per-order fee credit, outside of the official buyer requested flow where they request that of the seller and the seller accepts the cancelation, there is a delay as we catch up on the new reasons
Just to make sure it's absolutely clear- this answer means originally eBay intended to limit the $0.30 fee refund to only the official buyer requested flow within the first hour, correct?
You've indicated a decision was then made to "add additional buyer cancelation options" - when was that decision made and why was there no announcement about this change?
@valueaddedresource Correct. Originally eBay extended the $0.30 per-order fee credit to the official buyer requested flow within the first hour if the seller accepted the buyers request. That process started, and then at some point (I don't have exact dates as to when) we decided to add in the additional seller initiated - buyer requested and issue with buyers address cancelation reasons as well.
I don't have a "why" as to why there was no announcement made but I am happy for the change. Sellers now have more ways to get that per-order fee credited when a sale doesn't work out.
velvet@ebay wrote:
@valueaddedresource wrote:
velvet@ebay wrote:
@valueaddedresource wrote:
velvet@ebay wrote:
@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.
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!!! 🙌
Thanks velvet@ebay - however, now I'm really concerned about the automatic credits....
First of all, nothing in the original Winter Update announcement said anything about there being a 10 day delay.
Secondly, you have askeBay reps on Twitter telling people the automatic credits will be effective May 1st.
And now you are telling us it won't be happening until July?! Which is it?
If it really is July, that seems like an awfully long time to figure out something that *should* have already been well in place before being put out in an official seller update.
I appreciate you working to get answers for us, but this just keeps getting more convoluted with them now saying that was in effect since March 1st.
The wording on that policy page wasn't changed until sometime after March 21st
What really happened here?
Was it originally only going to be buyer initiated in the 1st hour like you said and eBay changed course based on seller feedback? That would explain the scrambling and lag time to automate credits for seller initiated cancellation.
Or was what you told us initially completely wrong from day 1 and it was always intended to apply to seller initiated cancellations too? In which case....why was the policy page worded the way it was and why were we given incorrect info?
A little transparency would go a long way here - in fact, I'd be willing to bet eBay stands to gain *a lot* of goodwill if this was a change made after listening to our feedback. 🙂
Hey @valueaddedresource! It looks like there's some confusion as to when what will start, and I'll be sure appropriate coaching is passed on.
To clarify though, when you issue a partial refund to a buyer, we'll automatically credit a prorated portion of your Final Value Fee based on the adjusted total amount of the sale starting May 2022.
March 1st is when we began refunding the entire Final Value Fee, including the $0.30 per-order fee, when you approve a buyers cancelation request. Given we decided to add additional buyer cancelation options to the per-order fee credit, outside of the official buyer requested flow where they request that of the seller and the seller accepts the cancelation, there is a delay as we catch up on the new reasons (buyer requested/issue with buyer address). By July though, the credits will be automatic for all buyer requested cancelation reasons.
Thanks velvet@ebay but just to avoid further confusion - this topic was/is only about the $0.30 fee refund starting on March 1st, the prorated fees for partial refunds is a separate thing and I think it's best not to mix it in here.
Given we decided to add additional buyer cancelation options to the per-order fee credit, outside of the official buyer requested flow where they request that of the seller and the seller accepts the cancelation, there is a delay as we catch up on the new reasons
Just to make sure it's absolutely clear- this answer means originally eBay intended to limit the $0.30 fee refund to only the official buyer requested flow within the first hour, correct?
You've indicated a decision was then made to "add additional buyer cancelation options" - when was that decision made and why was there no announcement about this change?
@valueaddedresource Correct. Originally eBay extended the $0.30 per-order fee credit to the official buyer requested flow within the first hour if the seller accepted the buyers request. That process started, and then at some point (I don't have exact dates as to when) we decided to add in the additional seller initiated - buyer requested and issue with buyers address cancelation reasons as well.
I don't have a "why" as to why there was no announcement made but I am happy for the change. Sellers now have more ways to get that per-order fee credited when a sale doesn't work out.
So is there a retro credit back to 3/1 for the transactions that should have applied?
