Bespoke item cancellation

[the-little-chic-boutique-1]

Hello, I would be very grateful for some help please. A customer ordered a bespoke table and we started work. EBay put my funds on hold as I haven’t sold anything on there for a while. 2 weeks later the customer said they have found a second hand table elsewhere and wanted to cancel the order. I explained that we had already started to make her table and spent money and time on it so I couldn’t cancel but we mutually agreed to a partial refund to cover my work and stock used. I was trying to be nice but it’s now backfired. So I contacted eBay to ask how to proceed. They advised me to partially refund her and we did this over the phone Whilst eBay talked me through it. So now I have issued the partial refund, ebay still have the funds on hold, it says the refund has been issued, I don’t know how as I took all money out of my account to avoid them doing  this and now they are saying I won’t get the funds released until the delivery due date in March! My bank account is showing the funds are pending. The problem is I am not despatching the item as it’s cancelled but it says I have to post with tracking! Plus in the refund ebay have taken money off for their fees even though the sale never happened in the end. What can I do to get my funds released and why have eBay charged me fees? My available funds on eBay are showing as negative now due to the pending refund but they still have the money on hold. Sorry for long post but no way to explain this otherwise. Thank you in advance. 

[john1297576]

Has the sale been cancelled with the partial refund.

If cancelled with full refund, all fees would be refunded, but as only partial refund, I expectvebay are taking partial fees.

Business sellers are allowed to make refunds, but I am sure it has to be done through a case of some sort,  and partial refund closes case and cancels sale.

As you say this was done by ebay, you may need to cancel the sale as I doubt a case has been opened, BUT that would probably generate a full refund, and also release funds to you.

I think only ebay can now unscramble this situation.

[the-little-chic-boutique-1]

Thank you for your reply. EBay have not helped at all. They said the funds will be released on the expected delivery date. So mid March. The eBay assistant helping me completely messed it up and it’s not cancelled and I have been charged a fee. I think this is the final

straw Selling on eBay for me as it’s not worth the stress and time wasted on the whole thing. Talking to eBay on the phone is like talking to robots as none of them can help and they just keep repeating the same thing. 😫 They kept saying that until I have added tracking my funds won’t be released even though the buyer has cancelled and it’s not going to get despatched at all! So frustrating. I will update on here if my funds haven’t been released mid March as I won’t be surprised if they aren’t! On another note I make extremely heavy and large items so use couriers for this who don’t supply tracking so that’s another issue with selling on eBay as without tracking when they hold your funds they won’t release them!