How can I get the seller fees credited back to my account when an order is cancelled?

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.

Requirements for Final Value Fee Credits

When to Request a Final Value Fee Credit

To be eligible to receive a final value fee credit, the item within the transaction must have been unpaid (applicable to auctions and offers only), cancelled, refunded or returned, and the the applicable Paid and Shipped Status must reflect his accordingly within the transaction in the Members Area > Sold / Orders section.

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:

You cancel a transaction

Example: As you're packing an item to ship it to the buyer, it becomes damaged.

What to do:

  1. Contact the buyer and explain the situation. 
  2. Mark the Paid and Shipped Status of the transaction as "Cancelled" in the Members Area > Sold / Orders section.
  3. If the buyer already paid for the item, refund the buyer. 

Timing : You can cancel a transaction up to 30 days after the sale, or until you ship the item, whichever comes first. 

 

You approve your buyer's request to cancel a transaction

Example: A buyer purchases the item, and then changes their mind right away.

What to do:

  1. Review the buyer's request.
  2. Mark the Paid and Shipped Status of the transaction as "Cancelled" and/or "Refunded" in the Members Area > Sold / Orders section.
  3. If the buyer already paid for the item, refund the buyer.

Timing: A buyer can ask to cancel a transaction up to 24 hours after making a purchase. However, you are not obligated to approve their request - unless otherwise specified by our Terms and Conditions.

 

A buyer doesn't pay for an item (auctions and offers only)

Example: You sold an item at auction, but after 7 days, the buyer still hasn't paid.

What to do:

  1. Contact the buyer and explain the situation. 
  2. Mark the Paid and Shipped Status of the transaction as "Cancelled" and/or "Refunded" in the Members Area > Sold / Orders section.
  3. If the buyer already paid for the item, refund the buyer.

Timing: You have between 7 and 30 days after the listing ends to open a case for an unpaid item. (If the buyer's account is no longer active you can open an unpaid item case immediately.) 

 

You resolve a transaction issue and refund the buyer

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:

  1. Review the buyer's request.
  2. Mark the Paid and Shipped Status of the transaction as "Cancelled" and/or "Refunded" in the Members Area > Sold / Orders section.
  3. If the buyer already paid for the item, refund the buyer.
 

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. 

Timing:  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 transaction date.

 

How Can I Request a Final Value Fee Credit?

Updating the Status of a Transaction

From the Members Area > Selling > Sold / Orders section, you can click on the "Mark as Shipped" button, which will allow you to set the "Shipped" and "Paid" status to "Cancelled", "Refunded", etc. However, note that you will still need to contact the buyer - which you can do using the "Contact Buyer" button.

 

Requesting a Final Value Fee Credit

Once you complete the above, you can request a Refund on the Final Value Fee from the Members Area > My Account > Account History page:

HipComic: https://www.hipcomic.com/members/account/history

HipStamp: https://www.hipstamp.com/members/account/history

HipPostcard: https://www.hippostcard.com/members/account/history

 

Then, from the Account History page, located the relevant transaction, and click on the "Request Refund" button. Note that this button will only appear next to eligible transactions (which you have marked accordingly as "Cancelled" and/or "Refunded" per the above instructions).

 
If you need to request a partial Final Value Fee Credit on an order, please Contact Us.
 

 

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