Requesting a final value fee credit
You're responsible for final value fees whether you complete a transaction with a buyer or not. In a few circumstances, however, you may be eligible for a final value fee credit.
When to request a final value fee credit
To be eligible to receive a final value fee credit, you must have resolved a return, refund or cancellation request opened in My eBay or Seller Hub. You're also eligible for a final value fee credit if you open an unpaid item case in the Resolution Centre.
If you qualify for a final value fee credit, we credit the fee to your seller account after the transaction issue is resolved.
You can request a final value fee credit when:
Example: As you're packing an item to send it to the buyer, it breaks.
What to do:
Contact the buyer and explain the situation.
Cancel the transaction in My eBay.
If the buyer already paid for the item, refund the buyer.
If the buyer paid for the item using PayPal, the buyer's PayPal account is refunded automatically.
If the buyer paid for the item using another payment method, you have 10 days to refund the buyer's original payment method.
You can cancel a transaction up to 30 days after the estimated delivery date.
Example: You sold an item, but after four days, the buyer still hasn't paid.
What to do:
You have between four and 32 days after the listing ends to open a case for an unpaid item. (If the buyer is no longer registered on eBay you can open an unpaid item case immediately.)
Example: A buyer asks to return an item or reports that they didn't receive an item, you resolve the issue and you refund the buyer.
What to do:
Important: You won't receive a final value fee credit if the buyer asks us to step in and help with a return or an item they didn't receive.
If the buyer didn't receive an item, or the item didn't match the listing description, the buyer can open a return request or report that they didn't receive the item up to 30 days after the estimated delivery date
If no estimated delivery date is available, we consider the latest estimated delivery date to be seven days after paying for the item for transactions between a buyer and seller in the same country, and 30 days from the payment date for buyers and sellers in different countries.
What's the difference between a credit and a refund?
If you qualify for a final value fee credit, we apply the credit to your account. You can either leave this credit in your account and we apply it toward your future listing fees, or you can request a refund of your eBay credit balance. You can't use credits to buy items on eBay.