Buyer used wrong zip code and item was returned to me, I cancelled order but lost shipping charge?

[shy_gamer]

As per title, do I lose the shipping cost when I cancel an order that was returned? I contacted eBay and they said I would be refunded shipping but I don't see it being credited to my account. The agent I contacted confused me by saying I was already refunded by when I checked the transactions I do not have a credit for the shipping label.

[robbie31415 · Accepted solution]

If an item gets returned to you, you don't cancel the order.

What you do is go to the order details page, and use 'Refund buyer'.

You deduct the amount of shipping both ways, and issue a partial refund.

They voided their MBG if returned due to improper address.

[ten_o_nine]

Why did you cancel the order?

[klhmdg]

If you Canceled the order after shipment -

You will not get refunded shipping.

When this happened you should have gone into the item on your sale page -

Used the drop down menu to refund the buyer -

Then you could have refunded the buyer only the cost of the item.

Hopefully this will not happen to you again but to get better help and information on issues, there is a large group of people here who can give you options.

[shy_gamer]

This is eBay's fault then for telling me I can cancel the order and I will be issued a refund for shipping. Now I don't know what to do because I can't talk to an agent again, I don't know if they blacklisted me or what.

[ten_o_nine]

Seems like another buyer that did not get the right answer from eBay reps.

[shy_gamer]

The eBay agents don't know what they are doing because I had to call twice and got bad info each time.

[reallynicestamps]

Where did you buy the label? From eBay directly or from another source like Stamps.com or Pirateship or UPS?

But.

The carrier did his job.

The item was delivered.

The return was not the fault or the responsibility of the carrier.

If you had cancelled before shipping, yes, you eventually get refunded for the unused label.

Were you on the phone or on a social media Chat?
The best thing about Chats is that you get a transcript to review in case what you heard was not actually what you were told. 

We all do that, eh?

[shy_gamer]

I bought the label from eBay direct. All conversation was over the phone.

[reallynicestamps]

I can't talk to an agent again, I don't know if they blacklisted me or what.

 Odd.

Did the agent hang up on you because you got belligerent? They can do that . (And should, there is no place in business for bad manners.)

But if not....

The phone reps have a terrible reputation for getting you off the phone as soon as possible even if that means giving you the advice you want to hear instead of the advice you need to have.


https://www.facebook.com/eBayForBusiness/ — Message button in upper right on landing page.

https://twitter.com/askebay?lang=en


https://community.ebay.com/t5/Selling/How-do-I-contact-Customer-Support/m-p/32016431#M1783851 -> Automated Assistant, type AGENT -> enter. You will then get more options.


The social media Chat accounts are covered by trained eBay employees with some authority.
And you get a transcript so you can compare what you heard with what you were told.
 

[shy_gamer]

No, I was not rude or anything and I didn't get hung up on, but for some reason when I call or try to use chat I no longer have an option to contact an agent.

[inhawaii]

Did you already cancel the transaction?

I hope not.

Technically when a order is returned to you because of a faulty address, you don't have to do ANYTHING.

You don't owe the buyer anything and you can keep the item.

However most sellers will refund the buyer for everything except what you paid in shipping.

But again, you are not required to do so.

[shy_gamer]

Yes, I already cancelled the transaction because 2 agents said I would be refunded my shipping if I did.  Both agents told me to cancel the transaction. Does eBay monitor these forums? Is there anyway I can get help from this post?

[reallynicestamps]

I got 'pinkslapped' for saying that the phone reps are subcontracted, but "paid by eBay" doesn't preclude sub-contractors getting paid by eBay.

The phone reps are working from scripts.

The Chat reps are much better trained, and have more time to think about their responses.

The phone reps have a tough job since callers are usually upset and need a lot of stroking. Sometimes the best way to calm someone down is to agree with them, even if the agreement is misleading.

Thus-- get the transcript.

And before you contact FaceBook, etc- type out your question and read it over for clarity. It helps both you and the Chat rep.

[shy_gamer]

I was finally able to get in touch with an agent via chat, and they issued me a refund for the shipping. Thanks everyone for the help!