blonsterkathryn wrote:
Hi trinton@ebay. I don't know anything about this Terapeak thing, so a bit off topic here (although I read on other boards that eBay and Google have some sort of dispute). However, I have asked you on other posts about eBay no longer acknowledging partial refunds via PayPal (they DID do that in the past), along with buyers NOT being able to "Request a Total" from a seller when they purchase multiple items. Just happened AGAIN to me yesterday. Buyer was NOT able to request a total from me for combined/reduced shipping. He paid $23.75 in shipping fees .... long story, as he also paid $4.75 on another item (you can read our messages back and forth). Essentially, I had to refund the buyer $21.75 in over payment on shipping fees via PayPal. In total, he purchased 6 magazines. Told him not to use the Cart, as it may not allow for "Request Total" from me. He could NOT figure anything out. I'm actually very shocked that he went through with buying 6 magazines. He had to pay $28.50 in shipping fees - I had to refund him $21.75!! YOU / EBAY is keeping a percentage of that $28.50. How is that even legal? I get that eBay takes a percentage of all fees paid by the buyer (item + shipping), but if eBay will not allow a buyer to request nor allow a seller to send, an invoice with reduced/combined shipping, how is that legal? You know perfectly well, that a buyer will complain and ask for a refund on shipping .... and you know perfectly well that eBay is no longer acknowledging those partial refunds and keeping a percentage of the total shipping. How many sellers actually know what eBay is doing? You do realize that eBay is stealing our money. If this is a written policy change that eBay made, can you please provide me with the language? I've called customer service before .... "sorry", "glitch", "bug" - no one has ever stated it was new policy. Right. Now I'll get blacklisted. Ugh.
trinton@ebay wrote:
I apologize, I didn't receive a notification that you needed my assistance on another thread. If you need a member of the community staff to step in and clarify anything or to look into something that you feel has not been handled correctly when contacting customer service, you are welcome to @mention us. Be sure to type the "@" symbol before typing out our Posting IDs so that it creates a notification.
Though the question you have is not related to the topic here, I will really quick touch on it and say that we are happy to look into a partial final value fee credit for any partial refund you issue to a buyer to resolve their concerns, you simply need to reach out to customer service with the details. There is not a process in place currently to request a partial final value fee credit, but I have heard the request for this and submitted it for consideration by the appropriate teams. In the future, if your buyer does not use the request total feature after adding items to their cart, you have the option of cancelling the order and having them either repurchase through the cart or creating a single listing for the items they wish to buy with the discount you offer. Lastly, if you set up your shipping preferences to apply this discount, the buyer can add the items to their cart to have this automatically process without any additional steps on either your part or your customers.
trinton@ebay
I've never found a way to segregate items for separate shipping rules when it comes to combined shipping options. There are lots of items of mine in all my accounts that either can't be combined or can for a variable additional shipping fee or none at all. Take Blondes issue with all the PB's. I can ship up to 4 media mail for the cost of 1, yet each added book would be a .25 increase if I choose to go that route.
On larger items it depends on the destination, weight of items combined and the finial size of the box, as larger boxes get hit with an added balloon rate which is not cheap, and last but not least, all those dreaded fees on our fees. So when a buyer jumps the gun an pays first, an then asks me later to combine them, I have to do the refund or risk a star ding, on my DSR's and Neg FB.
Here's a different issue altogether with the same end game issue. I had a buyer that wanted a cabinet card photo shipped to Canada for 3.00, an my PO said no way...It's rigid, 9.50. So I told the buyer that it's 9.50 and they paid. Since I had to go back to the PO to get my receipt and tracking #'s from the shipments that already went out earlier, I brought the package with me.
Well the line behind me was so long that the clerk pushed it through as a letter, vs having me fill a customs form out, because they were closing. The buyer was refunded 7.00 as it only cost 2.50. The photo sold for 4.00 and was not worth the hassle, but I did it anyway. So eBay got an extra .70 FVF off me. I'm not about to spend a 1/2 hr on the phone arguing over a .70 credit. CS hates doing credits.
Because they never whine and know how to get themselves out of a situation rather than whimpering and whining!
