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community-team@ebay eBay Team

eBay Team0 View listings

Posted 5 months ago · Edited 5 months ago·Last reply 5 months ago

13 comments

itec-systems

·5 months ago

View listings

Hello,

What I just can’t understand for the life of me is why do you have to pay the full eBay fees when, in the case of a return, a certain portion of the refund amount is withheld to compensate for a loss in value?

If eBay keeps the full fees, then there is no compensation, and as the seller you’re still left to absorb the loss in value?

So what is eBay thinking here, and why does eBay do this?

steffi@ebay

Admin5 months ago

Community TeamView listings

@itec-systems wrote:

Hello,

what I cannot understand for the life of me is why you have to pay the full eBay fees if, in the event of a return, a certain portion of the refund amount is withheld to compensate for a loss in value?

If eBay keeps the full fees, then there is no compensation, and as the seller you still have to bear the loss in value?

So what is eBay thinking here, and why does eBay do this?

Hello @itec-systems, I completely understand that this issue is on your mind – especially when it comes to loss in value and fees, it can quickly feel unfair.

The important thing here is the distinction:

👉 If you refund voluntarily, for example as a gesture of goodwill or as part of an amicable solution, then a (pro rata) fee credit is also granted in line with the refunded amount.

👉 If the refund is not voluntary, but instead is made, for example, as part of a case or because certain conditions apply, then the following applies: eBay's service has already been fully rendered. This includes reach, sales processing, and above all payment processing – and that also causes costs.

It should not be forgotten: A refund means even more effort for us as a platform overall, because

the payment processing has to be handled again,
processes have to be reviewed, and
buyer protection mechanisms may apply.

That is why fee credits are clearly regulated and depend on how and why the refund is made.

Everything is listed transparently here:
https://www.ebay.de/help/selling/fees-credits-invoices/gebhrengutschriften?id=4128

I absolutely understand that from a seller's perspective it can sometimes feel like you are left to bear the loss in value 😕.

However, the fee logic is based on the service provided and on whether a transaction was fully reversed or only partially reversed.

I hope this at least helps you better understand the logic behind it – even if it doesn't take away the frustration completely. 💬

thermalhero-store

·5 months ago

View listings

Hello,

On my product listings on ebay, the notice that I have "ebay top service" only appears on a very few of them, so just sporadically. Why does this notice not appear on all the products I offer and sell on ebay? Thanks in advance for your reply. Best regards

patrick@ebay

Admin5 months ago

Community TeamView listings

@thermalhero-store wrote:

Hello,

on my product listings on eBay, the note that I have "eBay Top Service" appears only on a very few, so just occasionally. Why doesn’t this notice appear on all the products I offer and sell on eBay? Thanks in advance for your reply. Best regards

Hello @thermalhero-store ,

The notice “eBay Top Service” depends on the listing and category and is only shown when the individual offer meets all the criteria required for it and eBay displays it for the respective category/view.

Offer conditions in the individual listing:

Shipping: Fast processing time (e.g. 0–1 business day) and a reliable, trackable shipping method.
Returns: Buyer-friendly return period (often 30 days or more) and clear conditions.
Costs: Free or low-cost shipping and, if applicable, free returns shipping

-> eBay Top Service

Best regards

Patrick

steffi@ebay

Admin5 months ago

Community TeamView listings

Let's go 😍

perfect-sally

·5 months ago

View listings

Hello,

for claims (returns), isn’t there a requirement to

upload at least 1 image for certain specified reasons.

So, why is that? What is checked based on the image?

I could upload a picture of my grandmother and still

submit the return.

So what’s the point of a picture?

Background: recently a customer contacted me and asked

for a partial refund because the item allegedly arrived damaged.

Delivery was to a designated drop-off location.

I asked for meaningful pictures because I’m not just going to refund

without reason - no response.

The next day, a return was opened with the reason:

"arrived damaged" and an image was uploaded on which

you can’t recognize anything.

Why does eBay accept something like that?

samantha@ebay

·5 months ago

View listings

@perfect-sally wrote:

Hello,

for claims (returns), there is the requirement for

certain stated reasons to upload at least 1 image.

Now, why is that? What is checked based on the image?

I could upload a picture of my grandmother and can

still submit the return.

So what’s the point of an image?

Background: recently a customer wrote to me and asked

for a partial refund because the item allegedly arrived damaged.

Delivery was to a booked drop-off location.

I asked for meaningful images because I’m not refunding

just like that - no response.

The next day a return was opened with the reason:

"arrived damaged" and an image was uploaded on which

nothing can be seen.

Why does eBay accept something like that?

Hello @perfect-sally

For a case review, only images should be used that also match the item in question and represent a deviation from the seller's listing.

The images must be meaningful for us so that we can use them. Otherwise, we will follow up accordingly.

Best regards

Samantha

perfect-sally

·5 months ago

View listings

And why didn’t that happen in my case then? The uploaded image is not at all informative.

Note: no case was opened, but rather a return (complaint).

samantha@ebay

·5 months ago

View listings

@perfect-sally wrote:

And why didn’t that happen in my case then? The uploaded image is in no way informative.

Note: no case was opened, but rather a return (complaint).

Hello @perfect-sally

Would you mind giving me the return number so I can look into this more closely?

Kind regards

Samantha

perfect-sally

·5 months ago

View listings

@samantha@ebay

Return no.

5312966544

samantha@ebay

·5 months ago

View listings

@perfect-sally wrote:

@samantha@ebay

Return no.

5312966544

Hello @perfect-sally

Admittedly, the photo is really not good and more effort could have been made to make the defect clearer.

However, we didn’t touch the return at all, so the photo was not manually reviewed by us either.

Best regards

Samantha