Excess Express Postage Refund

[clarry100]

We have had a buyer who ordered 5 different items from us and paid straight away in a single transaction.

When paying they chose the express post option but somehow the billing system has added in 5 lots of express instead of just one. The 5 items will fit easily into a single 500-gram satchel. SO they really only needed to pay for a single express fee.

So of course we have refunded the buyer the excess $42.20 to their PayPal account so that they only paid a single express post fee. They sent us a message thanking us profusely for our honesty but that they hadn't noticed this had happened.

That's all fine and beaut but.....

Now, of course, ebay have charged us the FVF on this $42.20 that we have refunded. About $4.00?

So how do we go about getting a FVF credit for the $42.20 we have refunded in PayPal?

I'm guessing we need to call ebay to sort this one for us.

[clarry100 · Accepted solution]

I looked at the transaction detail on our account. And it showed 5-lots of FVF on postage even tho we had refunded 4 of them to the buyer.

It had shown up as an adjustment by the amount we refunded on the sold transaction but this had not flowed thru to a FVF credit on our account.

I just got off the phone with ebay CS and they could see the problem and have agreed to do a manual refund of the $3.38 FVF. So we only pay FVF on a single Express postage of $10.55. It will take 72-hours tp process the FVF credit.

Just wondering how many times this happens when sellers forget to check FVF's in cases like this. When you refund against overpaid postage via PayPal you are NOT automatically credited your postage FVF's.

Once again the default for the error goes in favour of ebay and unless you check it and call them you will not get the FVF refund.

This whole postage FVF debarcle needs some fixing IMHO.

[jensmanchester-australia]

clarry - when a seller does a refund or partial refund it has never automatically flowed through to the FVF on ebay.

There can be all sorts of reasons why a refund occurs and how is ebay to know that the refund is for overpaid postage unless the seller tells them.

[clarry100]

Yeah I see your point now.

Looks like if we do this again in future we have to call them.

This is the first time we have had to do this anyway, so not too often

[digital*ghost]

eBay have actually stated they won't do credits if sellers refund for postage overages, so while I'm glad they did, I don't know how long you can expect them to do it for...