Buyer is cancelling an hour after they won the bid. I haven't even had a chance to ship.

[adeptmonkey]

My auction was just completed today. The buyer decided they didn't want the item because they found it elsewhere after winning the bid.

-  The buyer already paid on eBay. 
-  eBay sent me notice that the buyer is saying they never received the item (of course not, the auction just completed. I'm in Oregon, they are in Texas. How do I ship to Texas in less than 4 hours?!!!!
-  It looks like, if I approve the refund, eBay is going to charge me a $534 fee. 
-  I've attempted to have eBay call me on my cell phone. They keep saying they tried and my number blocks them. That's not true. I have disabled any blocking on my device, and I've called T-mobile to make sure there is nothing that would block eBay's call. T-mobile confirmed that eBay should be able to call. I've never had this problem with ANY other company EVER. 
-  How do I resolve this without getting charged a fee. I didn't do anything wrong, the buyer is the one requesting the cancellation before I have a chance to ship! 

PLEASE HELP!!!!

[buyselljack2016]

If the buyer requested to cancel.................  you cancel using buyer requested as the reason

eBay fees are refunded

To note........... only sale that I see was yesterday 8/14

[adeptmonkey]

Even if they are saying they never received the item? That makes it look like I never shipped the item (which I haven't because not even 5 hours have passed).

You're saying eBay will not charge me a fee? 

[adeptmonkey]

And yes, I just looked, and you're right. It sold yesterday. The buyer only paid this afternoon. I won't ship before a buyer pays. 

[buyselljack2016]

so did they request to cancel

or did they open an "item not received"

if just a request to cancel message saying that they did not receive you cancel as "buyer requested". (you have that request in a message)

if they opened an item not received..................  you refund.

[slippinjimmy]

@adeptmonkey 

Your post lacks a lot of details so I might be guessing wrong.

Your buyer won the scope auction today and they paid for it. Now they have decided to change their mind, they don't want it.

They opened a return request but chose Not Received instead of Changed Mind.

If I've got that correct then I think eBay is telling you that the fees you have already been charged ($534 sounds about the right amount) will make up part of the buyer refund but you contribute the rest either from available funds or from your bank or credit card.

Normally thins is all fine but since you are not a regular seller and the value is quite high the funds from this transaction may be on hold and not available to do the refund (those held funds become available right away after the refund is done and the request is closed).

[adeptmonkey]

Also, it's not allowing me to choose "buyer requested." It's only saying that I can approve the cancellation because the buyer never received the item. This is a messed up system. 

From what I can tell when I look at the details, eBay wants to charge me $534.90. Unless I'm reading that wrong. 

[adeptmonkey]

Hi, thank you very much for your response.

You are correct. They chose "not received." But the buyer is saying there was no other option provided when they went to cancel.

The funds are on hold, and I don't have $534.90 in available funds. I don't want them to charge my card that $534.90 and then not get it back (because "not received" looks like my fault). 

Of course, my concern is that I don't want to be out $534.90 because the record shows I didn't ship the item. That makes it look like I'm a terrible seller and don't follow through. That's not the case. 

So, are you saying that I can approve the refund and that I will not be charged the fee? 

[luckythewinner]

---

@adeptmonkey wrote:

-  It looks like, if I approve the refund, eBay is going to charge me a $534 fee.

---

Why does it "look like" eBay is going to charge you a fee?

[adeptmonkey]

@luckythewinner 

Because it's showing a fee of $534.90 in the details section when I go to approve the refund. 

[buyselljack2016]

Is that showing as a "fee credit" as part of the refund amount? as slippinjimmy suggested

[luckythewinner]

---

@adeptmonkey wrote:

@luckythewinner 

Because it's showing a fee of $534.90 in the details section when I go to approve the refund. 

---

Can you show us a screen shot?

When I refund a paid transaction in full and choose "Buyer canceled", I see this:

[adeptmonkey]

@buyselljack2016 

So, it looks like this: 

Review and refund

Total refund to buyer

$3,729.30

Refund summary

Refund summaryTransaction details Transaction amount

Purchase price: $3560.00
Shipping: $169.30
Fee Credits:  -$534.90

Refund amount you owe

$3,194.40

When I click on "Show details" it adds this:
Final Value FeeVariable percentage: $534.90

So, I have no funds available to cover that $534.90 of the refund, are they going to charge my bank account or my card that $534.90? Or is that all going to come out in the wash? 

This system is very confusing. 

[wastingtime101]

Post a screenshot but block out any of the buyer's personal info (name/ID).

My guess is you're misinterpreting the screen. If it's labeled "fee credits," that means the fee portion is being refunded by eBay and the seller owes the balance.

All that said, eBay puts the funds from the sale on hold. Then they pull the refund amount from either your available funds (which you don't have) or your backup funding source (bank account). Once that's complete they release the hold and send those funds to you. Then it's up to your bank how long it takes them to process the payout. In the end it all evens out, but you do have to front the money for the refund. There's no way around it.

[adeptmonkey]

@luckythewinner 

The problem is that it doesn't allow me to choose "Buyer cancelled." It just gives me the option to refund based on what the buyer said, which was that the item wasn't received.