Final Value Fees not returned when item refunded

yarw

Having never been in a position to complain about eBay so far (and it's been a while) I now find that I have to and interested if people beleive that "it's self explanatory that the final value fees will only be credited if the request is not escalated" (eBay words) when the referred documentation from eBay (to which they directed me to) simply states
"Seller fees
If a seller issues a buyer a full refund before we’re asked to step in and help, we credit the seller’s final value fee. Insertion fees and other eBay fees aren’t refunded."

The background. Sold an item, buyer disagreed with condition, I offered to fix, buyer declined. Buyer escalated as wouldn't accept my solution, eBay goes in buyers favour. (No issue with this) I then pay the return, which is documented and no issues however I am still charged Final Value Fees. So am out of pocket.

The reason eBay says they wont refund FVF is because " if a seller has failed to resolve the buyer's issue and if eBay had to intervene in the matter, we will not be able to provide you with the final value fee credits." (eBay words).

***However***

No where does eBay actually have this written down so that as an eBay user it is visible and understood, this is eBay words

"Let me explain that the policies cannot be explained in detail on our Help Pages since this is something which is with respect to the official processing of the claim wherein eBay is required to follow a lot of work-flows and depending on these facts, we rule upon an outcome on a case."
"However, help pages are only meant for members to get a generic idea as to how this would work and what troubleshooting can help them if they are facing an issue with the transaction."

So they cannot provide this in any written form at all....

Annoyed, yes. I don't mind refunding but paying for the privilege takes the biscuit!

I attach the transcript, yes lost the will half way through but then amused me to continue and carry on the debate....

Hi, checked my invoice and you have charged me for an item that was refunded at my expense. I didn’t expect to be charged for an item that was refunded
2017 - 02 - 19
06:36:07 UTC Mahesh
Thank you for summarising the query for me.
06:36:11 UTC Mahesh
Please allow me 2-3 minutes.
06:37:37 UTC Mahesh
Thank you for waiting.
06:37:39 UTC Mahesh
We do have a separate team who will be able to help you in this matter, I would like to assure you that you'll get the best guidance on this matter from them. Please stay online while I connect you with them. May I proceed please?
06:37:53 UTC Me

soolin

Unfortunately ebay have thousands of policies which are not always easy to find if you don't know to look for them. As this is a difficult area I actually wrote a 'sticky' thread on here about it, which I also realise is no help unless you know to look for it. My thread is here:

https://forums.moneysavingexpert.com/discussion/comment/71969472#Comment_71969472

Unfortunately not only have you lost your FVFs but you will also have a defect for a case not resolved by seller, and that can be a dangerous defect to have for a small or infrequent seller.

The actual policy on ebay is here:

http://pages.ebay.co.uk/help/sell/item-not-as-described.html

Also of course, buyer was under no obligation at all to accept your offer of a repair at that stage, again it is covered in my sticky thread.

Although it doesn't specifically state that if buyer escalates without seller responding then FVFs are lost, a full reading of the link I provided shows that where seller agrees the refund and case is NOT escalated then FVFs are returned, if however ebay force the return the bit about FVFs is not mentioned. It could be argued that that explains it enough, as it clearly shows a difference between the way FVFs are handled depending on who 'wins' the case.

I'm sorry the news is not better.