Overseas buyer wants to cancel the order, but eBay refund calculation seems not right

[diytoolbox]

The buyer bought the item, paid via ApplePay he says.  A few hours later, he requested to cancel the order.

But the refund page on eBay shows the amount that needs to be refunded shows also the amount of all the fees.  The amount that they have in their hand to pay me is far less than what the buyer paid for the total.

Ebay is showing all the fees for insertion and seller fees and promotion fees to be taken out from my own bank, which I have not received.  Is this the right way?

It used to be the case when buyer cancels the order, the total gets paid back from what he paid, and the seller doesn't lose any money for the cancelling the transaction.   Is it not the case or is it?   

[thetimetower]

Don't refund. I made that mistake and they dont get back their customs charges etc. U need to contact customer support and tell them its a GSP cancellation. Why they don't have this option in the disputes section is beyond me but its easy to cause a nightmare situation.

[diytoolbox]

What happens if you don't do anything, and just leave it?

[thetimetower]

I assume they will open a case and if you leave it and they escalate it, be same outcome as if you messaged support except you'll be charged fees and will get a strike on ur seller account for not sorting it out.

[marco@ebay]

Hi diytoolbox, thanks for your post.

If you have the item number, I can take a look at the refund for you if you wish. Normally, when an order is cancelled the amount you receive, is the amount that is refunded. Is it possible that another outstanding balance is impacting the amount of your refund? Anyway, if you send the item number, I will be happy to take a look for you to see what's happening there.

Thank you,

Marco