How can I get the final value fee refunded on partial refunds?

[springs_2013]

OK, I have tried not to call eBay customer service if I can help it because they have been useless so far.  Tonight is no different!

I had a buyer who complained the shipping fee was too high after item was paid.  I agree to refund the buyer a few dollars, but there is no option on eBay for a partial refund.  I know I can go into Paypal and do a partial refund, but I was wondering how my eBay final value fee will be deducted.

So I called C/S and the girl had no idea what she was talking about.  Even though she does not have an accent, her command of the English language was so poor that I had no idea what she was saying.  From what I gathered, she said when I refund through Paypal, eBay will credit me at the end of the billing cycle. 

When I asked the eBay customer service rep how eBay will know that I refunded though Paypal, she then said that I can request for a partial refund.  I then proceeded to ask if eBay will directly request Paypal to partial refund.  Then she went on to say things that does not make sense. 

At this point, I ask to speak to another eBay rep as I was having issues understand what she was trying to convey.  She put me on hold and the next thing I know, she transfered me to Paypal and Paypal said they do not let eBay know directly that I have partially refunded the buyer.

So I guess I am out of the final value fee on the partial refund.

eBAY! WHY DON'T YOU HIRE CUSTOMER REPS WHO SERVICE CUSTOMERS IN THE U.S. WITH A GOOD COMMAND OF THE ENGLISH LANGUAGE?!?!  You want your sellers to provide excellent customer service, why don't you walk the walk instead of just talking the talk?

There are plenty of sellers and buyers who complain about how bad customer service is, don't you think it's about time to address that issue?

[bonjourami]

Hi Trinton, you are correct, its a link I saved from late 2017 that was posted on the boards. Its good to have this cleared up!

[bubbleman2010]

Trinton so this is a case of what the OP was asking the ebay CS rep. to do and they were pretending they didn't know anything about it and had you not intervened the refund wouldn't have been issued. How is a seller that doesn't have a clue where this message board is at suppose to get their refund when your CS reps. say it can't be done?

[Anonymous]

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@bubbleman2010 wrote:

Trinton so this is a case of what the OP was asking the ebay CS rep. to do and they were pretending they didn't know anything about it and had you not intervened the refund wouldn't have been issued. How is a seller that doesn't have a clue where this message board is at suppose to get their refund when your CS reps. say it can't be done?

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Hi @bubbleman2010, as I mentioned in an earlier response, the call was reviewed and correct information was provided. There was simply a misunderstanding on the phone call and this has been addressed appropriately. To reiterate, we are able to provide a partial credit of Final Value Fees when a partial refund has been issued like what was described here. 

Our Community Discussion boards are ultimately a peer-to-peer support forum where many buyers and sellers can come to share their experiences and ask questions. This is only one of the places where a member of the Community may seek clarification on policy. We also have extensive resources within our Help Pages and our Seller Center for review. If a buyer or seller feels they may not have received correct information, they are welcome to contact Customer Service again to discuss the matter further. If they happen to post to the Community Boards, a member of The Community Team can review the situation for them.

I know you have concerns with a Customer Service agent intentionally withholding information or providing incorrect education and I can only repeat that correct information was provided in the call I reviewed. There are certainly times where mistakes are made and eBay will take steps to make this right. Again, our Customer Service teams are happy to review for a credit when a partial refund has been issued. If you take part in any discussions here on the boards where a different answer is given you are welcome to share the details I have provided here or @mention a member of The Community Team so we can step in to clarify.

[jason_incognito]

The cost of a US based customer service office is imense. 

A person would need to be paid at least $15 an hour in order to have any hope of hiring competant people that can handle the issues. 

They would need an office, so there is rent and utilities.... they need a supervisors and a payroll department. 

Temp agencies often double a wage to cover the taxes and benefits. That doesn't get into the cost of the office or supervisors.

You're likely looking at $40 per hour of live phone time (gotta cover lunches and state mandated breaks too) 

so a 15 minute call can easily cost eBay $10? unless they pass that cost on to the user that calls, that's alot to swallow.

[bubbleman2010]

The best customer service ebay has is sitting right here and most would work for $2.00 a message. Only problem is nothing can be answered in black and white no one knows for sure what is the correct answer. Still waiting for a answer to the can the CBD or CDB stuff be listed on ebay that questions only been on the burner for a week now.....