Ebay are thiefs.

[shoaltech]

I had a buyer return a very expensive item with some damage. I tried to deduct the damage but the process kept failing. So I contacted Ebay to help. The agent said he had successfully issued the refund with the deduction and there was nothing left to do on my end.
This morning I got a message saying the case had been closed in the buyers favour. Not only was the deduction not made, I didn't receive my FVF back, which was over $600. 
I have contacted Ebay who have told me a whole bunch of BS about how the FVF isn't refundable if the buyer opens a case. I have tried explaining that it was me who contacted Ebay and not the buyer but have been given the run around.

Suggestions on what I can do? It's a lot of money to lose.

[twyngwyn]

so, you have the transcript of ebay staff telling you they made the deduction?

[shoaltech]

Yes, I have the full chat transcript where the agent confirms. See relevant part below:

09:02:53 UTC VineetKumar

Here is the resolution I have got for you, Michael.

09:03:43 UTC VineetKumar

First of all I would really like to appreciate your efforts in sorting this for your buyer.

09:03:46 UTC VineetKumar

I have gone ahead and closed the case for you after deducting $65 to cover the item damage.

09:04:02 UTC VineetKumar

The remaining amount will be credited to the buyer.

09:04:05 UTC VineetKumar

Rest assured you do not need to do anything else in this matter.

[shoaltech]

Also, just to clarify, at this point I don't even care about the deduction for the damage as it was only $65. What I do care about is the $623 in final value fees that Ebay are refusing to refund.

[twyngwyn]

you cannot have both, so be careful what you say to ebay on next 'live chat':

Fee credits | eBay

[imastawka]

Reading that link -

You are not eligible for fee credits in any of the following situations:

• You refund the buyer outside of eBay (using PayPal to send money, for instance)
• You issued a partial refund to the buyer
• You or the buyer asked us to step in, and the case was closed with a refund to the buyer

[shoaltech]

I was not aware that a partial refund meant fees were not refunded. Obviously I would never choose to withhold $65 if it meant losing over $600 in fees. In any case, they refunded the buyer in full with no deduction so the fees should be returned.

[imastawka]

Read the last sentence of my post -- you asked ebay to step in

• You or the buyer asked us to step in, and the case was closed with a refund to the buyer

[shoaltech]

Does anyone not see just how dodgy this policy is? It's designed purely to discourage sellers from making deductions, making it completely pointless to try and deduct for the damage etc. Buyers will of course cotton on to this and realise there are no consequences for returning such items.

[twyngwyn]

I would be tempted to still 'try again'.....