Buyer Requested Cancellation - Has eBay Changed The Process For Closing Cancellations?

[autopiacarcare]

We currently have 4 cancellation requests from 9/27-9/28, all of which were Buyer Initiated.  We agreed to the cancellations and the refunds were processed through PayPal within minutes.  All of the refunds were funded from PayPal balance, so they are not on hold as pending e-checks.  These cancellation requests are still showing as open in our eBay account, even though they were refunded days ago.

I called CS to find out why they are still open.  The rep confirmed he could see the PayPal payments had already been refunded.  He said the reason they were still open is that the buyers have not accepted the payment/cancellation yet.

Previously when a buyer requested a cancellation, if we agreed to the cancellation in eBay, the request would be closed automatically within a few minutes of confirmation of the refund.  CS now seems to be indicating that the buyer has to actually confirm they received refund/agree to the cancellation before it is closed and we receive credit for the final value fees. 

Has anyone else experienced this change in cancellation procedures?

[tyler@ebay]

Got you added @critter_mama_2007!

[castlemagicmemories]

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@dm2756 wrote:

I had the same problem, 9/29 customer bought  and paid,  immediately requested to cancel I accepted and refund given, still showing as cancellation pending. Called CS they said they are waiting for buyer to respond had to wait 10 days for FVF refund. Asked when this went into effect, as this was initiated by the buyer I would have been happy to complete the sale, buyer asks to cancel you agree buyer gets refund, buyer moves on as far as they are concerned its done. Why should I have to wait 10 days for FVF refund? So he did credit my account, he also said ebay is now tracking buyers who buy and pay and then immediately cancel he said they are now getting a strike and 3 strikes they are suspended. Not so sure if this is true or not.

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Some buyers don't think it through.

[spreadlovelikefire]

Hi Tyler, can you add me on that list. I am having the same problem, I have 3 open right now and CS isn't giving me my money back.

[spreadlovelikefire]

Tyler, I'm on the phone with a manager Sandy (Service request #1-179931671207) who has confirmed over and over that they will not refund my FVF for a customer request cancellation today. She is claiming that i have to call back after 3 business days to try and get them to over ride it. This is ridiculous.

[autopiacarcare]

Just a quick update - all 4 of those open cancellations finally closed yesterday and we have confirmed we received FVF fee refunds for all of them.