EBay Premium Service no FVF discount applied

[frankieonrecord]

Hi there,

this is my first post here. I am a bit desperate and frustrated with eBay at the moment. I became a Top Rated Seller and I can offer eBay Premium Service on qualifying listings. I currently have 58 of them active as per the Performance dashboard. The main benefit as a Seller is to get a 10% discount on FVF which covers for the free delivery offered etc. I have not been getting any of that on over 20+ qualifying sales. 

I contacted eBay since I noticed this last week, they told me to wait until July 1, as sometimes that’s when the billing cycle takes place (mind you the seller level evaluation happens on the 20th of the months. 

I just got off a 55 minute calls with eBay’s CS. I was transferred to 3 departments:

1) General CS transfers me to Payments, they check and state that the benefit has been removed months ago (not true), he then contacts eBay Concierge and forgets to put the call on hold so I heard the conversation & the Concierge team confirms I should get the discount. Payments then

2) transfers me to Performance (US Based agent, different services) and she can’t get to the bottom of it and I don’t blame her as for those local services you need a UK based agent. She then transfer me to

3) payments again and after 20 minutes the guy tells me that as a Business Seller I need to pay the FVF even though I am Top Rated. 

other than contact Trading Standards and potentially a lawyer as they’re breaching an agreement, is there anything else you might suggest I do? Has anyone else had this issue?

thanks

[masonskingsshop · Accepted solution]

Quick question for you. When you go in to your fees breakdown what does it show? I've linked the breakdown from one of my recent sales in a picture. 

Essentially the standard FVF on the sale is £2.31 and then I get a £0.23 discount on that. Is your fees breakdown showing that without the FVF discount? 

I ask because this should be automatic as long as the sale is flagged as a premium seller item. So for example you sold the Wicked record for £99.99 as a premium item. In the order you should see the breakdown of the fees. Bottom right of the order details screen. You have to clock a few licks to get the full breakdown. 

Forgive me if I'm teaching you stuff you already know but years of working tech support taught me to always start with the basics. 😄 

[frankieonrecord]

Hello, thank you so so much for your response, I really appreciate it. I should have posted a follow up but I’ve been really busy. You are correct, the credits started showing in the sales on the eligible listings. I didn’t know this started on the 1st of the month (as it’s my first month being a Top Rated Seller), yet the evaluation was on June 20th, and since then I started having eligible listings and emails and emails encouraging me to enable eBay Premium Service. Neither of them mentioned that I wouldn’t get any credit for the sales made between June 20 and June 30. But it’s fine, I’m happy it’s working now. I just wish eBay’s CS was given a little more training on those topics. Thanks again for the response 🙂