Buyer refunded and pb with claiming back FVF

celestius

It really is one of those days, 2 sales on Ebay with factory defects, and one exchange request on Amazon.

Anyway... one of the Ebay sales was an item which was defective. I gave buyer a full refund and told her to give item to charity or whatever she wants.

The item has gone back to unpaid status but there is no 'request a cancel transaction' option, only 'open unpaid item case option'
So how do I get my FVF back?!

soolin

celestius wrote: »

It really is one of those days, 2 sales on Ebay with factory defects, and one exchange request on Amazon.

Anyway... one of the Ebay sales was an item which was defective. I gave buyer a full refund and told her to give item to charity or whatever she wants.

The item has gone back to unpaid status but there is no 'request a cancel transaction' option, only 'open unpaid item case option'
So how do I get my FVF back?!

Unfortunately you did it in the wrong order and may well end up with a defect (assuming a case wasn't already open)

For future reference you need to send cancellation request, then immediately refund- that way should prevent a defect as well if you choose the right category for the cancellation request.

I don't think there is an option to mutually cancel now the refund has been made- but I am probably wrong as it has been a while since I've had to do it.

celestius

soolin wrote: »

Unfortunately you did it in the wrong order and may well end up with a defect (assuming a case wasn't already open)

For future reference you need to send cancellation request, then immediately refund- that way should prevent a defect as well if you choose the right category for the cancellation request.

I don't think there is an option to mutually cancel now the refund has been made- but I am probably wrong as it has been a while since I've had to do it.

You are right there is no way to undo it now. Will try to give Ebay a ring... I am sure that's how I have always done it in the past, refund then mutual cancellation request...

soolin

celestius wrote: »

You are right there is no way to undo it now. Will try to give Ebay a ring... I am sure that's how I have always done it in the past, refund then mutual cancellation request...

It changed quite recently, the sneaky worry is that you may well have got a defect already.

celestius

soolin wrote: »

It changed quite recently, the sneaky worry is that you may well have got a defect already.

Hmm, that's why I am trying to phone - the lines were 'busier than usual' - aren't they always! so I have requested a call back. Seems to be taking an awful long time /-:

soolin

celestius wrote: »

Hmm, that's why I am trying to phone - the lines were 'busier than usual' - aren't they always! so I have requested a call back. Seems to be taking an awful long time /-:

The past few days the phones have been manic. usually if I go through my TRS account I get answered straight away- yesterday it took almost 10 minutes for my call back. There are a lot of very unhappy sellers and most of them were on the phones when the dashboards updated on the 21st.

theonlywayisup

Alan the pink confirmed there is a technical problem with the new returns system (not Managed Returns but Post Sales Experience) and the system wasn't flowing correctly for cancellations.

They have said it should be fixed soon (!) and that any FVF will be honoured. Accounts will be protected from adverse defects as a result. This is his comment:

Hi,

Unfortunately it appears that there are some technical issues with the new returns flow that is on-site, we are working through these and they should be resolved very soon.

With the new post-transaction experience once you receive the item back from your buyer and you issue the refund through the option in the Returns section of My eBay this will automatically cancel the transaction and refund your fees, so this will save you time as you won't have to open a cancel transaction request as you've previously needed to.

Hope this helps,
Alan

and

I've just had it confirmed that we'll be protecting sellers from defects as a result of this issue today, we will automatically remove defects for sellers who choose to refund without cancelling the transaction today and have the item marked as shipped.

celestius

theonlywayisup wrote: »

Alan the pink confirmed there is a technical problem with the new returns system (not Managed Returns but Post Sales Experience) and the system wasn't flowing correctly for cancellations.

They have said it should be fixed soon (!) and that any FVF will be honoured. Accounts will be protected from adverse defects as a result. This is his comment:



and

Thank you that's pretty much what the rep said when I finally got through on the phone. She said that there had been so many changed recently that it was hard to keep up!

Wish they would spend less time on their red flames and red text on listings and more time on software problems!
My Sales Manager still printing recipients address in the wrong tiny font, this has been ongoing for about a month now!

theonlywayisup

celestius wrote: »

Thank you that's pretty much what the rep said when I finally got through on the phone. She said that there had been so many changed recently that it was hard to keep up!

Wish they would spend less time on their red flames and red text on listings and more time on software problems!
My Sales Manager still printing recipients address in the wrong tiny font, this has been ongoing for about a month now!

This was the update today.

**Cancel transaction issues** [ Edited ]
Options
‎25-09-2014 10:37 AM - edited ‎25-09-2014 10:38 AM

Hi everyone,

I have an update on the cancel transaction situation, you may have noticed that over the last 24 hours for certain reasons you might not have been able to open a cancel transaction request. This evening the new flow that is currently on-site will be switched off and we will revert back to the old cancel transaction process while we fully resolve the issues with the new flow.

As I mentioned yesterday, we will protect sellers that have received defects due to choosing to refund without cancelling the transaction and have the item marked as shipped, these defects will be removed automatically by our systems, the overall removal process for these defects may take up to a week.

Thanks,
Alan