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Promotion Fee
Summary: lenkreuz is seeking clarification on eBay's selling policy and seller protection after facing an issue with a promotion fee. They refunded a buyer who canceled the order before receiving the item but were charged a promotion fee despite the sale not being completed. lenkreuz feels this is unfair and has decided not to list items until the issue is resolved. Several participants, including petersmodellbahnstuebchen and perfect-sally, discuss the nuances of eBay's refund system. samantha@ebay explains that fees are normally refunded when a transaction is canceled, but in this case, delays and a payment dispute led to complications. lenkreuz plans to contact eBay for a resolution.
Could you please help me to understand the selling policy of ebay or seller protection.
The buyer bought the article but between the delivery period he decided to cancelled the order because he said he doent like the item and it doesnt fit though he didnt receive yet.
I accepted the return and refunded the buyer but the eBay collected the Promotion fee though the item wasnt sold.
I think this is unfair on the seller that you just want to sell your item to earn extra but the eBay will just cost you more. I decided not to list an item anymore until they resolve the issue within 2-8 weeks.
The promotion fee should be collected after the sales transaction occurred., is that right?
miriam@ebay
Hello @lenkreuz - based on your private message, I reviewed the case one last time, and as @samantha@ebay already wrote here, the fee for the basic listing could have been refunded to you if you had accepted the payment dispute. You would not have had to wait for the verification of your bank account for that. Since you did not respond to the payment dispute, we unfortunately cannot credit the fee retroactively.
You can find the still outstanding amount under Payments > All Transactions and there you can settle it via Pay Now with a credit card or a new bank account.
Kind regards
Miriam
samantha@ebay
Mentor1 month agoHello @lenkreuz
In principle, listing fees are also refunded if the buyer cancels a purchase or withdraws from the purchase.
In your case, things are a bit different, as the buyer only got their money refunded through a payment dispute. Since the refund was not initiated directly by you and within the corresponding timeframe, the fees were not waived here either.
You have the option to pay these through his payment window.
Thanks for tagging me @perfect-sally
Best regards
Samantha
perfect-sally
Mentor1 month agoThanks.
But of course that wasn’t mentioned again, because then people would have immediately known why the fees aren’t being refunded.
petersmodellbahnstuebchen
Mentor1 month agoHey @perfect-sally
once again a classic case of "I'll act dumb and give nothing away"
Best regards from the Baltic Sea
Peter
lenkreuz
OP1 month agoDumb right
lenkreuz
OP1 month agoHi Samantha,
I agreed already to the buyer to refund before the dispute. its not under my control if eBay took longer to verify my new bank account , I had saved all the conversations and I sent an email to eBay many times ..Seems like talking to chatbot /AI.
However, I finally talked to one of the eBay staff and he said that I have to wait until I receive response /result from ebay regarding the Streitfall and eBay might reverse the promotion fee collected.
Ebay is always on the buyer side. I had explained to the buyer that he cant refund the total amount because eBay would collect the promotion fee. But eBay just approved the total refund in favor of the buyer. Ebay should collect their promotion fee if the item are sold not refunded or returned,
perfect-sally
Mentor1 month agoWhich promotion fee do you mean?
Private sellers do not pay listing fees as long as they do not use any additional options. Likewise, private sellers do not pay selling fees as long as they do not promote their listings. And if the listings are promoted with basic ads, the fee should be refunded in the event of an abandoned purchase.
If you provide the item number, an eBay employee can take a look to see what may have gone wrong there.
@samantha@ebay could you please take a look? Thanks a lot
lenkreuz
OP1 month agoThank you..
Even private seller can promote listings like what I did.
Item or bestellnummer: 11-14564-48054
petersmodellbahnstuebchen
Mentor1 month agoHey @lenkreuz
was the sale canceled or did you just refund it anyway?
Best regards from the Baltic Sea
Peter
lenkreuz
OP1 month agoI refunded it even the buyer cancelled pointing out that the reason of refund was " he didnt like it and it doesnt fit" .. eventhough he hasnt receive yet the item. He cancelled it the day after I processed and print labels and ready to ship.. ( still within the delivety date set by eBay).
petersmodellbahnstuebchen
Mentor1 month agoAnd how did it come to the payment dispute mentioned above by @samantha@ebay ?
lenkreuz
OP3 weeks agoThat was a gray area to me too. The payment dispute results was in favor of me but I still didnt get the promotion fee back from eBay. Can anyone please share how to contact the payment provider ?
perfect-sally
Mentor3 weeks agoEvery payment provider surely also has a website where you can find contact options. But I don’t think a payment service provider has anything to do with refunding the advertising fee, since that was paid to eBay.
lenkreuz
OP3 weeks agoHello,
You had this comment or response on the same case as mine.
perfect-sally • 1 hour ago
* View listings
In the event of a payment dispute, it goes through the payment service provider and ebay is out of it. However, that does not mean that the payment service provider won’t also reclaim anything.
lenkreuz
OP3 weeks agoeBay coordinates the processing with the payment provider,
in order to collect its advertising costs. Why can payments be collected, but not reversed?
lenkreuz
OP3 weeks agoExactly..if ebay received the payment they should process the refund too when the item was not sold.
perfect-sally
Mentor3 weeks agoIf the seller does not issue the refund themselves, no fees will be refunded.