No fee credits when buyer asks to cancel now? Is this new?

[rkxfamily]

 Hi guys,

 I had a buyer ask to cancel an item today. He misunderstood the description and was pleasant and quick to respond etc.
 So I went ahead and refunded his PayPal, followed the eBay links to cancel, selected "buyer wants to cancel", and he got back within the hour and agreed to cancel

 EBay messages me with:

"Hi xxxxxx,

You cancelled an order from xxxxxxxx, and we already notified them. You already refunded the buyer for this order, so you're all set. Thanks for cancelling this order for the buyer.

Unfortunately, we can't provide final value fee credits in situations where a seller cancels an order.' (bold by me)

 Surely this is new?

 I am certain last time a buyer asked to cancel the fee refund was an automatic part of the process.

 New Years present from EBay? 

[horizon1907]

rkx Slighlty off the topic. I may be wrong here, but I thought that if a Seller cancels a transaction, they will cop a "Defect" . If a Buyer requests a refund, you are ok. It all seems just all too hard these days to do anything on ebay that doen't make you a Defective seller.

[thecatspjs]

If the reason selected fo cancellation is buyer requested cancellation then you are not supposed to cop a defect.

[curraone]

My ebay message read:

You cancelled an order from XXX  and we already notified them. You already refunded the buyer for this order, so you're all set. Thanks for cancelling this order for the buyer.

You'll get a final value fee credit in your account that you can apply toward listing more items to sell on eBay.

[rkxfamily]

@horizon1907

 So if a perfectly nice buyer (my case) makes a genuine mis-puchase and politely requestes the seller cancel the transaction.

 The seller responds and follows the simple links to "buyer wants to cancel"

 The seller is liable for a defect? (and maybe the fee too)

 Really? They are makings it a minefield of weird conditions!

[curraone]

You should not get a defect when buyer requests cancellation.    If you do, you should appeal.

What is a defect?

A defect occurs when a part of a transaction doesn't match what the seller described or promised in the listing.

A transaction has a defect when one or more of the following occurs:

• Detailed seller rating of 1, 2 or 3 for Item as described

• Detailed seller rating of 1 for Postage time

• Negative or neutral Feedback

• Return initiated for a reason that indicates the item was not as described

• An eBay Money Back Guarantee request or PayPal Buyer Protection case opened for an item not received or an item not as described

• Transaction cancellation by the seller when the item was out of stock, or sold to another buyer

[olesilva]

I also had a buyer request a cancelation for their order but before they paid. I didn't receive the final credit back. The transaction is still sitting in the "Awaiting Payment" section and in the "Resoultion Section" even though the transaction was cancelled properly at the buyers request.

[apricot_eilish]

There have been no changes to the eBay policy when a buyer requests a cancellation.

I had a buyer request a cancellation in  mid December.  My final value fees were refunded immediately and I received this message from eBay:-

You cancelled an order from (the buyer)  and we already notified them. You already refunded the buyer for this order, so you're all set. Thanks for cancelling this order for the buyer.

You'll get a final value fee credit in your account that you can apply toward listing more items to sell on eBay.

[cherry*135]

This should be the only time a seller doesn't get their fees back ( in red below).  Which doesn't apply to the OP.

You resolve a transaction issue and refund the buyer

Example: A buyer asks to return an item or reports that they didn't receive an item, you resolve the issue and you refund the buyer.

What to do:

1. Respond to the return request or the buyer's report that they didn't receive the item in My eBay.

2. Refund the buyer.

Important: You won't receive a final value fee credit if the buyer asks us to step in and help with a return or an item they didn't receive.

[rkxfamily]

OK, spoke to eBay staff member.

Conversation about as clear as mud but I will do my best to relay it.

 She said that in my case it would "automatically" apply the credit after ten days despite the automatically generated email which definititively states that there is no credit when a buyer inititiates the refund process. I felt I was in a Monty Python sketch there for a while as we kept on going around. I asked if she was sure as the email (in the OP) is pretty cut and dried - she insisted it was all automatic and I would be credited. I asked if she meant she had escalated it to be done, she said "no its automatic" to which I asked if she thought the email migght be a little confusing for people as it states the complete opposite, to which she said whe would have the automatically generated email reviewed - which sounded pretty unlikely. 

 So there it is...but what is it lol? I might get refunded after ten days. She said something about a new process but it was also very unclear as I asked if there had been any specific changes to which she later said "no".

[thecatspjs]

Sounds clear to me.

eBay will automatically credit your FVF account in up to 10 days.

The new process of returns is stooofed - so much so that automated emails being sent are plain wrong and misleading.

Customer service is unable to provide coherent information.