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UNJUSTIFIED RETENTION OF THE eBay COMMISSION AFTER THE BUYER'S PARTIAL RETURN
Here’s the situation, business account:
Customer buys a high-quality and expensive item.
After 10 days he wants to return the item. No problem.
The item comes back, but incomplete.
I open a case with eBay. The amount for the item is blocked.
After a few days the missing part arrives at my place. I inform eBay about this, buyer can receive his money.
Since this drags on for 12 days and I ONLY receive unhelpful feedback from eBay, with NOT a single time eBay properly reviewing the situation, I try 6 times to get in personal contact with eBay to inform eBay that the buyer can receive his money. In the phone calls with mostly foreign citizens whose German is only insufficient, I again only get canned responses that in no way take the situation into account, that do not read or check the eBay email exchange or also do not understand it.
Then, again after another 5 days, the amount is finally paid out to the buyer, however eBay keeps the commission of 138.22 euros that I paid, with the justification that I had not contributed anything to resolving the case. This is not true and prompts me to invest a lot of time here to inform the eBay community about the situation.
In every phone call I am thanked for my long association with eBay, ridiculous when, as a business seller, you ALWAYS stick to eBay’s overblown requirements and as a “reward” are then neither heard nor treated appropriately.
This behavior by eBay forces me to greatly reduce my eBay listings, I am very aware that nobody at eBay cares about that.
eBay members: Now let’s see what is probably once again the canned and meaningless response from eBay.
anna_s@ebay
Mentor8 months agoHello @greatniceoldthings,
nice to hear from you.
I understand that you were disappointed because you didn’t get a suitable solution on the phone. We’re very sorry about that.
I’ve checked the matter again for you. Great that you’ve already refunded the amount to your buyer. With your refund to the buyer, the selling fee was automatically credited back to you. You can see the whole thing here: Transactions
There you can see that the amount was briefly withheld due to the return, but it is available to you again. You can tell this because it says "released" under the amount. So everything is in order and the amount is not being withheld.
If you still have a question, just let us know briefly and we’ll support you.
P.S. You’re always welcome to get in touch with us again, even if you need help or have questions about future topics. We’re happy to support you.
@bootyooty Thank you😘
Have a great day.
Warm regards
Anna
greatniceoldthings
OP8 months agoHello Anna,
thank you for the feedback.
UNFORTUNATELY that is not right, it is NOT the article you mentioned. That was another article. Please check AGAIN CAREFULLY, it is a case that was closed by ebay in my disfavor, which doesn't make ebay's decision right or better !!! I am happy to share the case number or order number with you. However, I don't know whether I should do that via the community platform.
Thank you for your help !!!
anna_s@ebay
Mentor8 months agoHello @greatniceoldthings,
please send me the order number. That's okay. I'd be happy to check the matter again for you.
Best wishes
Anna
greatniceoldthings
OP8 months agoThe order number is: 14-13600-50936
Thank you in advance
anna_s@ebay
Mentor8 months agoThank you very much @greatniceoldthings .
Please excuse the misunderstanding. I’ve now pulled up the correct case.
I can see that the case was closed in favor of your buyer. Therefore, we cannot refund the selling fee in this case. In principle, we always recommend that sellers and buyers clarify the issue with each other first before a case is opened. Often, this makes it possible to find a good solution without eBay having to intervene.
Your buyer sent you the missing part, and therefore we refunded the amount. As soon as we have to step in and the case is closed against you, the selling fee will not be credited.
I understand that this is not an ideal outcome for you and I can well understand that you had hoped for something different.
Please feel free to get in touch if anything is unclear.
Wishing you all the best.
Kind regards
Anna
greatniceoldthings
OP8 months agoHello,
again here too...The email correspondence between eBay and me is clear: I asked eBay to pay the amount to the buyer, since it didn't work for me through the eBay account...so eBay did NOT have to intervene !!! ... please see the email from 16/10/25 at 16:45 and from 16/10/25 at 04:27...thanks
greatniceoldthings
OP8 months agoAlso the emails from 16/10/25 at 11:28, at 12:45 and at 19:45.
Also read the email directly to the buyer: 17/10/25 at 08:02 !!!
anna_s@ebay
Mentor8 months agoThanks for your message @greatniceoldthings.
I'd be happy to explain the situation to you. You contacted us on October 11. I can understand that. We then asked you to please provide us with an affidavit. You complied with this request. Nevertheless, you therefore involved us.
An alternative would have been to ask the buyer directly whether it was a mistake that he did not send the item back in full. As soon as he noticed that the item was incomplete, he sent you the missing part.
Kind regards
Anna
bootyooty
Mentor8 months ago@greatniceoldthings first of all... GOOD morning.
Here in the Community there are eBay employees, so I’m mentioning @anna_s@ebay 😘 who will take a look at the matter.
And no, there are no canned, meaningless replies here, why so negative?
Everyone here is helped - as well as it can be!
greatniceoldthings
OP8 months agoGood morning...well, maybe there are no ready-made answers in the ebay Community. In ebay itself: Definitely...answers that have absolutely NOTHING to do with the matter at hand...answers that have NOT understood the matter at hand...all of that can be wonderfully traced in the ebay email correspondence...ah yes, this is truly not about a "negative attitude", before you accuse me of that, just take a look at the facts🧐
bootyooty
Mentor8 months agoI can't verify anything and am not assuming anything, maybe Anna can help
greatniceoldthings
OP8 months agoThanks for the feedback from your side👍...yeah, maybe Anna can help...